Operations Team Lead Jobs in Massachusetts

INTRODUCTION

Tufts Technology Services (TTS) is Tufts' trusted leader in technology partnership, support, and enablement, delivering solutions in service of the university’s mission. TTS works closely with school and central division partners to meet the technology needs of the Tufts community across our three campuses and throughout our global networks. Our holistic understanding of the Tufts landscape, our dedicated multidisciplinary team, and our IT Service Desk position TTS to provide practical solutions to current challenges and creative, sustainable new approaches as technologies and university priorities evolve.

We are a community of problem-solvers, innovators, and stewards of trust who take pride in building technology foundations that are reliable, secure, and designed for the future. We bring together technology expertise across academic, clinical, infrastructure, operations, research, and student domains, applying our knowledge of digital transformation and effective user experiences. Guided by our core values of innovation, integrity, collaboration, optimism, supporting success, and community-centered service, we’re not just maintaining technology—we’re shaping how it enables discovery, connection, and impact across the university and beyond.

ROLE AND RESPONSIBILITIES

The Team Lead for Operations Technology Systems Analytics oversees a team of systems analysts responsible for the configuration, integration, implementation, and support of information systems across the Operations Division. This role ensures that analysts deliver high-quality technical support, system administration, and process improvement initiatives. The Team Lead manages workload prioritization, mentors staff, and coordinates projects to enhance operational efficiency and end-user experience. The position requires strong leadership, technical expertise, and collaboration with TTS, vendors, and Operations stakeholders. This position actively participates in TTS extended leadership activities.

Personnel Management and Team Leadership

- Lead and mentor direct reports.
- Build and support high-performing teams that meet service level agreements, collaborate effectively, and complete work effectively, on time and on budget.
- Develop, coach and mentor staff in the adoption of TTS department-wide shared practices.
- Provide coaching, professional development, collaborative goal setting, targeted and timely feedback, and clear, consistent communication of plans and priorities.
- Conduct proactive and comprehensive performance management of staff, including development of goals and tracking goal progress, preparing performance reviews, and resolving any performance related issues in a timely fashion.
- Manage leave requests, professional development opportunities, PDP planning process, and allocation of staff resources.
- Develop and manage assigned capital and operating budgets, working within TTS and university financial management practices and protocols.
- Ensure that recruitment efforts identify and select highly qualified staff who can deliver immediate impact and contribute to the longer-term success of the organization.
- Ensure that the information security and privacy team works within group, TTS and/or university administrative, operating, collaboration, and technical management practices.
- Foster a positive, collaborative, and inclusive culture that empowers cross-functional teamwork, and supports ongoing professional growth.
- Actively participate in ELT and Supervisor related workshops, trainings, and meetings.

Partnerships and Collaboration

- Collaborate closely with internal TTS teams, Operations division, and functional departments across the university.
- Serve as a trusted technical partner to faculty, staff, and administrators, translating business needs into effective technology solutions.
- Act as a primary liaison with vendors, consultants, and external partners, including requirements definition, implementation oversight, and issue resolution.
- Communicate clearly and effectively with technical and non-technical audiences, adjusting messaging to meet stakeholder needs.
- Ensure user feedback, service performance metrics, and stakeholder input are incorporated into ongoing service improvements.

Technical Oversight

- Serve as a senior technical authority for Operations technology systems, providing Tier 3 escalation support for complex, high-impact incidents and system issues.
- Oversee application and system administration, integrations, data flows, and user access management, ensuring adherence to security, compliance, and operational standards.
- Review and approve system configuration changes, testing plans, releases, documentation, and technical procedures.
- Partner with TTS infrastructure, security, identity, and application teams to ensure systems are architected and supported in alignment with university standards.
- Assess current and emerging technologies and recommend improvements that enhance system reliability, scalability, and end-user experience.

Project & Program Management

- Lead and coordinate medium to large-scale technical projects, including system implementations, integrations, upgrades, and process improvement initiatives.
- Serve as the technical and operational point of contact for projects, working closely with project managers, functional leads, and stakeholders.
- Develop and maintain project plans, timelines, resource estimates, risks, and dependencies.
- Ensure projects are delivered on time, within scope and budget, and in alignment with operational requirements and TTS best practices.
- Support continuous improvement of project management practices and service delivery processes.

Training, Documentation, and Continuous Improvement

- Ensure the development and maintenance of high-quality technical documentation, support procedures, and system knowledge bases.
- Promote training and knowledge sharing for team members and end users.
- Drive adoption of shared and established TTS practices, standards, and new technologies.
- Encourage innovation, continuous learning, and operational excellence within the team.

Successful TTS staff are known for effectively applied expertise, continuous learning, thoughtful attention to detail, timely and appropriately calibrated follow-up, proactive and constructive problem solving, openness to new approaches, and for building effective partnerships and trust within TTS, across the university, and (where relevant) with external partners. All TTS staff are expected to follow departmental shared administrative practices, including effective planning and communication around time off, attending required TTS and university trainings, and developing professional goals as part of the PDP planning process. TTS staff are also responsible for working in ways that align with the TTS vision statement and for being aware of and following individual group and department-wide shared practices.

BASIC QUALIFICATIONS

- Knowledge and experience typically acquired through a Bachelor’s degree in a related field
- 3+ years of progressive experience with IT
- 3+ years of experience successfully leading technical teams or projects while remaining hands-on with complex systems.
- Proven ability to manage multiple concurrent projects and operational priorities.
- Experience collaborating across large, complex organizations.
- Ability to engage effectively with vendors, partners, and non-technical stakeholders at all levels of the organization.
- Solid understanding of system administration, networking, and application support.
- Demonstrated ability to deliver professional customer service and consultations.
- Strong interpersonal communication and leadership skills are necessary to maintain and build relationships with partners across the University.

PREFERRED QUALIFICATIONS:

- Experience with building management systems, physical security technology, dining/food management systems, and public safety systems.
- Familiarity with compliance and security regulations.
- Experience in a higher education environment.
- Project management certification

SALARY RANGE

Minimum $106,100.00, Midpoint $132,600.00, Maximum $159,100.00