Position Description

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

Basic Qualifications

• Minimum of five years' post-secondary education or relevant work experience
• Supervisory 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

Physical Requirements

• 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

Working Conditions

• Work is performed in an office setting
• Occasionally required to work outside of normal business hours, and may be called during off hours

Additional Information

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.

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Salary Grade: 058

Union: 00 - Non Union, Exempt or Temporary

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.

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