ITSC Team Lead
Reporting to the Service Delivery Manager, the ITSC Team lead is responsible for guiding day-to-day operations of the HGSE IT Service Desk. They are the highest point of technical escalation for the ITSC team and is capable of addressing all Tier1, Tier 2, and Tier 3 issues and support requests. This position will assist the HGSE Service Manager in creating, implementing, and maintaining programs and strategies for support and ongoing improvements at the ITSC. The Team Lead is not the supervisor of the ITSC Support Technicians, but is responsible for the workflows, processes, and procedures supporting operations. They are a technical expert with the broad suite of enterprise applications supporting our community and leads the ITSC through coaching and consultation. The ITSC Team Lead is an advocate for, and represents, the ITSC Support Tech Team, ensuring training and documentation is current and consistent to meet the expectations/needs of the community. The Team Lead establishes Key performance Indicators, in cooperation with the Service Delivery Manager, and provides daily/weekly reports on the ITSC.
Operations Activities (80%)
Provides direct support for high priority and high impact incidents and service requests. Is able to fulfill all Tier 1, 2 and 3 support issues across all service areas.
Serves as the highest technical point of escalation for the ITSC Support Technicians
Maintains regular technical engagement with the Infrastructure Specialists and Service Owners to ensure KB Articles are consistent with products and services being offered to the HSGE Community. Reviews and validates all documentation.
Serves as the subject matter for the HSGE end user computing environment and similar enterprise systems supported by HGSE.
Provides group training and one-on-one consultations for the HGSE community to include faculty, staff, and students.
Maintains awareness of Service Level Agreements and ensures vendors are providing service and products consistent with contracts and purchasing agreements.
Understands and executes escalation protocols for service issues that cannot be resolved by the ITSC team. Communicates issues to HUIT, HGSE Service Owners and others for resolution.
Ensures the HGSE service center team is appropriately trained and skilled at supporting all tier 1 and tier 2 support request and incident response activities.
Maintains metrics and key performance indicators related to service delivery.
Works side by side with the ITSC Support Technicians to direct tasking and assignments in accordance with HGSE Service Triage Policy and Service Level Agreements (SLA).
Creates and updates dashboards and similar metrics for visibility across HGSE IT.
Strategic Activities (10%)
Identifies new trends in desktop computing technologies and makes recommendations for proof-of-concept, prototype, and pilot initiatives.
Collaborates with partners across Harvard to maintain awareness of new initiates and innovative efforts surrounding desktop technologies and outreach.
- Develop solutions to complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors across multiple platforms
- Test, configure, and provide support for hardware and software
- Participate in or lead projects and provide support and training for complex applications
- Stay current with new technologies and recommend endpoint solutions
- Act as principle liaison with internal customers and out-sourced service providers
- Abide by and follow the Harvard University IT technical standards, policies, and Code of Conduct
- Minimum of two years' post-secondary education or relevant work experience
Undergraduate degree in information sciences, instructional technology, or related field.
3+ years of direct experience in an IT service desk or equivalent environment
2+ years' directly supervising non-exempt and/or exempt staff.
Demonstrated skills / experience in the following technical areas:
Desktop Operating Systems, i.e., MacOS, Windows 7/10
Microsoft Office Productivity Suite, Office 365
Microsoft Active Directory
Printing and multi-function devices
Learning Management Systems, Canvas preferred.
Experience working in higher education
Experience with ServiceNow
Excellent communication, presentation, and customer service skills.
Excellent writing/documentation skills.
Demonstrated training ability.
Demonstrated ability to work collaboratively as a member of a team.
Ability to manage competing projects, tasks, and priorities with minimal supervision.
Must be able to work additional hours during peak periods.
Ability to learn and master new technologies as needed.
- Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred
Must be able to individually lift and move computer equipment up to 50 pounds, and periodically up to 100 pounds with the assistance of others
Once Harvard resumes regular operations this position will no longer be remote and work will be performed on campus in Cambridge MA.
NOTICE:Harvard will require COVID vaccination for all Harvard community members who will have any on-campus presence.Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University's COVID vaccination requirement and exceptions may be found at the University's "COVID-19 Vaccine Information" webpage:http://www.harvard.edu/coronavirus/covid-19-vaccine-information/.
HGSE is a diverse community of learners, teachers, and employees who are passionate about changing the world through education and striving for maximum impact in the field of education.
HGSE Human Resources values diversity in all forms, and believes that each employee brings a set of diverse experiences and identities to the workplace that makes us stronger, encourages innovation, and enhances our collective contributions. We continue to develop and support a workforce that reflects the diversity of those we serve; fosters an environment that allows each individual to belong and to bring their best self to work; and creates the conditions that empower employees to contribute their full potential to advancing the work of the school.
We do this by:
* Hiring and retaining staff reflecting the diversity of those we serve;
* Providing employees opportunities to learn, grow, and be challenged;
* Reviewing and ensuring fairness and equity in HR practices and policies including but not limited to hiring, promotion, and compensation;
* Developing strong relationships and partnerships internal and external to our community to advance diversity and inclusion;
* Communicating transparently and respectfully; and
* Fostering an inclusive, respectful, and professional work environment
We regret that the Harvard Graduate School of Education does not provide Visa sponsorship.
About the Harvard Graduate School of Education
Many choose to work at the Harvard Graduate School of Education because they believe in our mission and are excited by our vision for the future. We have a reputation as a great place to work, for our excellent leadership, and we are a strong community that values diversity. For more information about HGSE, its programs, research, and faculty, please visit: www.gse.harvard.edu
Please Note once Harvard resumes regular operations this position will no longer be remote and work will be performed on campus in Cambridge MA.
USA - MA - Cambridge
I0657P IT User Support Prfss lII
00 - Non Union, Exempt or Temporary
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.