The Deskside Support Manager is responsible for developing and maintaining processes, policies, standards, systems, and measurements to effectively manage and track Tier 2 deskside IT support for HMS faculty and staff with regards to compliance, business performance objectives, and IT governance. The role works under the direction of the Associate Director for IT Service Delivery to manage the processes and people involved in provision of IT deskside support, manages the flow and assignment of work in the deskside support functional area, and collaborates with managers of related functional areas to ensure seamless IT support service. The role is responsible for provision of comprehensive deskside technical services to customers for one or more of the following: computer hardware, mobile devices, software and network related issues, and accessibility. The role will manage a small team of deskside support analysts. The Deskside Support Manager ensures quality control throughout the lifecycle of IT deskside support requests, from initiation through resolution. The role monitors and reports on IT
support metrics including SLA's and resolution rates, and applies a continuous improvement approach toward IT support, employing technology and process automation where possible, and providing retrospective and predictive reporting to inform operational, resource, and budget planning activities.
Principal Duties and Responsibilities:
Provide effective leadership, direction, and training for a team of 4+ Deskside Support Analysts, ensuring consistency and quality control in the Tier 2 support lifecycle
Apply a continuous improvement approach to develop, implement, and document support processes, policies, and procedures
Prepare reports on support metrics as needed to inform process improvement efforts and resource planning
Oversee systems integration and installation initiatives
Establish and implement desktop policies, procedures and standards and ensure conformance with systems goals and procedures
Use operational data to assess individual and team performance
Manage the development and delivery of end-user training and documentation
Abide by and follow the Harvard University IT technical standards, policies, and Code of Conduct
Minimum of five years' post-secondary education or relevant work experience
Additional Qualifications and Skills
Knowledge of Microsoft Office Suite
Knowledge of advanced user support practices
Demonstrated team performance skills, service mindset approach, and the ability to act as a trusted advisor
Certificates and Licenses
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
Work is performed in an office setting
Occasionally required to work outside of normal business hours, and may be called during off hours
This position is based in Boston and some in-person on-campus work will be required, and flexible/remote work is an option. Any remote work must be performed in a state in which Harvard is registered to do business (CA*, CT, GA, IL, MA, MD, ME, NH, NJ, NY, RI, VA, VT, and WA). Individual flexible and remote work options for this role will be discussed during the interview process. *Note: Harvard employees working in California must be exempt.
The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up-to-date on CDC-recommended vaccines.
Please note that we are currently conducting a majority of interviews and onboarding remotely and virtually. We appreciate your understanding.
The Harvard Medical School is not able to provide visa sponsorship for this position.
Commitment to Equity, Diversity, Inclusion, and Belonging We are committed to cultivating an inclusive workplace culture of faculty, staff, and students with diverse backgrounds, styles, abilities, and motivations. We appreciate and leverage the capabilities, insights, and ideas of all individuals. Harvard Medical School Mission and Community Value
EEO Statement 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.
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.