IT Manager

Job Locations US-MA-Boston
Posted Date 4 weeks ago(1/26/2018 11:42 AM)
Requisition ID
Position Category
Information Technology (IT)
Internal Code
Internal Reference
Internal Code 3


 The IT Manager will plan, coordinate, and direct research and facilitate the computer-related activities of the location or region of responsibility. They help determine both technical and business goals in consultation with top management and make detailed plans for the accomplishment of these goals. This requires a strong understanding of both technology and business practices.


This is a call center operation for The Ride Access Center(TRAC).  


This is for proposed business. All offers are contingent upon Transdev's award. 



  • Managing application servers, enterprise applications, domain/user maintenance, networking components, telecommunications infrastructure (including radio communication with vendors and TRAC telephone systems such as Avaya), mobile communications, virtualized environment, proprietary and nonproprietary applications (such as call recording), and desktop support
  • Developing or purchasing and maintaining any necessary software not provided by the MBTA needed to fulfill the requirements of this Contract, including data management, service monitoring, and report generation
  • Researching the latest operations and technology innovations in ADA paratransit and considering applicability to the MBTA RIDE system
  • Creating and maintaining a test environment server to allow the Software & Database Specialist to conduct test runs before implementing new strategies
  • Maintaining a help-desk for all of these systems and assuring tickets are properly escalated and resolved. Troubleshooting and testing any identified issues with these systems. Resolve staff questions or problems with use of these systems.
  • Monitoring the functioning of all equipment and software and troubleshooting all areas of concern as required
  • Coordinating with The MBTA IT staff as appropriate
  • Overseeing all software applications with an emphasis on specialized paratransit information management software (ADEPT or other)
  • Coordinating with service providers and the MBTA IT staff on the appropriate interfaces (including but not limited to Web, IVR, mobile data computers, and mobile radios).
  • Serving as the primary liaison to technology vendors, the Contractor’s IT corporate support team, service provider IT staff, and the MBTA’s IT staff. Duties include but are not limited to interacting with the MBTA and other contractors on all levels to help resolve technology-related issues, including after-hours, weekend, and remote support for other the MBTA contractors that need access to TRAC systems. Support is required 24 hours a day, every day of the year.
  • Maintaining all database functionality and performance to expected standards
  • Maintaining up-to-date documentation of all technology and data management systems
  • Designing, planning, and implementing IT infrastructure for systems, network, data storage, virtual platforms, and security
  • Working with the General Manager, Operations Manager, and other stakeholders to plan and maintain a disaster recovery and business continuity plan (including work-from-home capabilities)
  • Providing assistance to training staff as needed to ensure that all staff are trained to proficiency in the technology functions that they need to perform their assigned tasks
  • Coordinating the implementation technology projects
  • Supervising all staff needed to help carry out these duties. Manage and Coordinate with all vendors needed to carry out these duties
  • Supervising all TRAC staff and vendors needed to help carry out these duties


Education, Licensing, and Certifications:


Bachelor’s degree in Information Technology or equivalent work experience.



  • Minimum of two years in an IT supervisory capacity and four years of increasingly responsible experience with information systems technology.
  • Experience managing large projects and coordinating various internal and external stakeholders.
  • Experience architecting, designing, and deploying IT infrastructures across many technologies.


Experience Preferred:

  • Experience with paratransit scheduling software (and preferably ADEPT).


Skills and Knowledge Required:

  • Astute understanding of people, management processes, and customers’ needs.
  • Must possess strong interpersonal, communication, and leadership skills because they are required to interact not only with staff members, but also with other people inside and outside their organizations.
  • Must have an understanding of how a business functions, how it earns revenue, and how technology relates to the core competencies of the business.
  • Demonstrated ability to plan, assign, and supervise the work of subordinate employees engaged in a variety of activities.
  • Demonstrate ability to identify and understand problems and to determine the appropriate measures it takes to solve problems.
  • Considerable interpersonal skills, including the ability to establish and maintain effective working relationships with others.
  • Ability to maintain a variety of complex records and to prepare reports.
  • Excellent communication skills both written and oral.

Pre-Employment Requirements:

  • Drug testing and background check.
  • Testing related to job requirements.


Physical Demands:


  • 100% of work is accomplished in doors and in air conditioned or well ventilated facilities.



The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.


Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants.  Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.
EEO is the Law Poster:


Drug free workplace


If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check


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