Manager - Platform Support

At MFS, you will find a culture that supports you in doing what you do best. Our employees work together to reach better outcomes, favoring the strongest idea over the strongest individual. We put people first and demonstrate care and compassion for our community and each other. Because what we do matters – to us as valued professionals and to the millions of people and institutions who rely on us to help them build more secure and prosperous futures.

THE ROLE

The Manager of Platform Support is responsible for managing the day-to-day L1/L2 support teams, operations of enterprise scheduling, incident/problem/change management, and outsourced production operations. This role ensures IT systems operate reliably and efficiently, aligning with departmental and organizational priorities. The Manager leads a team of professionals, adapts plans to address resource and operational challenges, and provides technical expertise to resolve complex issues. By promoting collaboration, supporting continuous improvement, and maintaining vendor relationships, the Manager ensures that IT services support business needs while maintaining compliance and operational standards

WHAT YOU WILL DO

Operational Leadership

• Manage day-to-day operations for L1/L2 support teams, enterprise job scheduling, workload automation, incident/problem/change management, and IT production support.
• Adapt departmental plans and priorities to address operational needs and resource availability.

Team Leadership

• Provide direction and guidance to a team of professional staff; manage performance and support career growth.
• Foster accountability and teamwork within the department.

Operational Excellence

• Solve complex technical and operational issues by applying specialized knowledge.
• Act as the first point of escalation for incidents and service issues.

Collaboration & Stakeholder Engagement

• Partner with IT infrastructure, cybersecurity, development, and business teams to support effective service delivery.
• Contribute to cross-functional projects by providing expertise in platform support.

Risk, Compliance & Continuity

• Ensure compliance with internal policies, regulatory standards, and audit requirements.
• Support disaster recovery and business continuity activities, including testing.

Vendor Management

• Monitor vendor performance and ensure SLAs are met.
• Collaborate with external partners to maintain effective operations.

WHAT WE ARE LOOKING FOR

• Bachelor’s degree in Computer Science, Information Technology, or related field
• 6-8+ years of experience in enterprise IT and incident/problem/change management and platform support or operations, including 4+ years of people leadership.
• Hands-on experience with enterprise scheduling systems (e.g., Control-M, AutoSys, Tidal)
• Strong technical expertise in IT operations and service management processes.
• Experience with AI and machine learning technologies, including their application in IT operations and support. (such as Robotic Process Automation (RPA), AI-Driven Monitoring Tools, and Predictive Analytics)
• Proficiency in data analysis and the use of AI tools to drive operational efficiencies and predictive maintenance.
• Understanding of AI-driven automation and its integration into existing IT processes.
• Proven ability to manage teams and achieve performance goals.
• Strong communication, collaboration, and problem-solving skills.

PREFERRED SKILLS, QUALIFICATIONS & EXPERIENCE

• Master’s degree in Computer Science, Information Technology, or related field.
• Experience in managing support operations for Investment Management companies.

#LI-MB1

At MFS, we believe in fair and transparent compensation. For that reason, we’re including the salary range for this position. This range reflects our good-faith expectation for what we’ll pay depending on the candidate’s experience, training and education. In addition to the salary, we also offer significant and competitive incentive compensation based on both individual and company performance. Other components of our Total Rewards Package include:

• MFS contributes an amount equal to 15% of your base salary to your retirement account that is separate from the company -sponsored 401(k) 

• Education Assistance: MFS contributes $100 monthly up to $10,000 lifetime maximum directly to loan provider

• Education Assistance: Tuition reimbursement up to $8,000 annually 

• Education Assistance: Access to discounted tutors and college coaches

• Generous time off and fully paid leaves including 20-weeks for maternity, 12-weeks for parental and caregiver leaves

• Choice of medical and dental plans and an and an employer contribution into the Health Savings Account

• Tax deferred commuter benefits & flexible spending accounts (medical & dependent care)

• Wellness Programs: Robust wellness webinars, employee assistance program with a focus on mental health, subsidized fitness benefit via Wellhub (formerly Gympass), where you can workout at gyms, studios and boutique fitness locations near you, join virtual personal training sessions and access a wide variety of well-being apps

Our compensation philosophy is to pay competitively for talent while ensuring equity across employees performing comparable work. We are committed to transparency – if you have questions about how we arrived at this range or what additional benefits and bonus opportunities come with the role, we’ll be happy to discuss them

#LI-HYBRID

At MFS, we are dedicated to building a diverse, inclusive and authentic workplace. If you are excited about this role but your past experience doesn't align perfectly, we encourage you to apply - you might be just the right candidate for this role or others.

MFS is a hybrid work environment (remote/onsite) unless otherwise stated in the job posting.

If any applicant is unable to complete an application or respond to a job opening because of a disability, please contact MFS at 617-954-5000 or email [email protected] for assistance. 

MFS is an Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws. Employees and applicants of MFS will not be subject to harassment on the basis of their status. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited. Please see the Know Your Rights: Workplace Discrimination is Illegal document, linked for your reference.