Service Desk Manager

Harvard University - Cambridge, MA (30+ days ago)4.3

Job Code383557 Technical/User Support
Duties & Responsibilities

Principal Duties and Responsibilities:
Account Management
  • Oversee the handling of user security requests from authorized staff for all enterprise applications in the ATSS portfolio
  • Define and refine user security best practices in accordance with IT control standards and University policies
  • Manage routine account audits including quarterly user account audits and database account audits
  • Manage the annual IT Control audit executed by Price Waterhouse Coopers (PWC) and any other audits that may arise
  • Manage all documentation related to the account management process in accordance with audit requirements
  • Establish and manage SLA’s and escalation paths for user account requests
  • Monitor overall performance of services and following up if service delivery is not meeting expectations
  • Deliver service successfully - achieve SLAs, achieve high customer satisfaction
  • Collaborate closely with the Technology Education team on workflows coming out of training course completion that trigger user account management tasks
  • Provide routine metrics/analytics about user account requests to the Senior Director and key stakeholders.
User Support
  • Oversee the handling of in-bound support calls from staff and alumni for all enterprise applications in the ATSS portfolio and resolution of reported issues.
  • Define service level agreements for various categories of support calls resolved by the Service Desk
  • Define escalation paths for support calls that must be resolved outside of the Service Desk
  • Define and implement service desk best practices for receiving, documenting, resolving, escalating, and analyzing support calls using ServiceNow
  • Build a collaborative, cross-functional community between your direct reports, ATSS team members, key business stakeholders and various IT partners
  • Monitor overall performance of services and following up if service delivery is not meeting expectations
  • Deliver service successfully - achieve SLAs, achieve high customer satisfaction
  • Develop continual service improvement plans to ensure that service adequately support business needs now in the future including outreach to groups currently not supported by the Service Desk
  • Analyze tickets to identify trends in calls that might indicate a need for additional user training and/or application enhancements
  • Hold regular collaboration meetings with colleagues to discuss metrics, projects, service levels, etc.
  • Responsible for the workflow and resources of the team to meet the Service Desk obligations
  • Provide routine metrics/analytics about service desk tickets to the Senior Director and key stakeholders.
Staff Management
  • Recruit, train, lead, motivate, develop and manage the performance of direct reports
  • Ensure that all team members comply with University policies, IT controls, and Federal and State Laws
  • Advises the Senior Director on staffing levels, staff performance and potential areas of need within the group
  • Provide coaching, mentoring support to staff for development opportunities and career path guidance
Basic Qualifications

Graduate from an accredited college with a Bachelor’s degree required, preferably with coursework in information systems or information technology. Demonstrated knowledge of help desk operations, service desk management, and user account administration are required. Knowledge of information technology general controls concepts. Demonstrated knowledge in the areas of systems development, incident management, change management, problem management. Minimum of four (4) years of experience in customer service.

Additional Qualifications

Preference given to those with hands-on experience leading a service desk.
Dedication to high quality customer service standards.
Ability to identify opportunities and institute a cycle of continuous incremental improvement
Preference given to experience in a higher education setting supporting alumni.
Extremely strong verbal and written communication skills
High attention to detail
Familiarity with IT audits and documentation standards
Must be a highly resourceful and effective problem-solver
Superb organizational skills. Must be motivated to learn and flexible to change.
Public speaking and presentation skills required.
Must be conscious of data security and risk management.
Able to work independently and as part of a team.
Able to work effectively with internal and external constituencies in a University environment.
Adept at evaluating problems accurately and displaying sound and confidential judgment.
Must have an even disposition, calm and poised in the face of frustrated users, and be able to work effectively and politely with all people from all types of backgrounds and experience and in all types of situations

Additional Information

Position Overview:
The Service Desk Manager will have primary responsibility for user account management allowing accessing to enterprise systems used university-wide by AA&D staff of which the deliverables will include definition of business processes, SLAs, and documentation standards to meet annual IT audit requirements. The role will be responsible for overseeing the delivery of high quality, timely customer service to staff and alumni navigating the portfolio of enterprise systems. The role will work collaboratively to understand common challenges and provide feedback to product teams and AA&D program areas on improvements that could improve staff and alumni user experience and reduce help desk calls.

Please include a cover letter with your application.

Skills testing may be a component of the interview process for this position.

The department of Alumni Affairs and Development at Harvard University is committed to diversity. We welcome applicants who bring varied experience, thought, and practice to the department’s mission to maintain and enhance an engaged community of alumni and friends worldwide and to lead the University’s fundraising efforts.

Harvard University Benefits Package
Vacation/Sick/Personal/Holidays: Harvard offers 3 (union roles) - 4 (exempt) weeks paid vacation, a paid holiday break between Christmas and New Year’s Day, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days each year.
Medical/Dental/Vision Benefit: Harvard offers a variety of excellent medical, dental, and vision plans which all begin on the first day of employment.
Retirement: University-funded retirement plan with full vesting after 3 years of service.
Tuition Assistance Program: Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted study options through participating Harvard Graduate Schools.
Transportation: Harvard offers a 50% discounted MBTA pass as well as parking options to assist employees in their daily commute to campus.
Wellness Options: Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation, and complimentary health services. There are also fee-based athletic facility memberships available at various locations around the university for employees.

Job FunctionAlumni Affairs and Development, Information Technology


LocationUSA - MA - Cambridge

Alumni Affairs & Development

Time StatusFull-time

00 - Non Union, Exempt or Temporary

Salary Grade057
Pre-Employment Screening

Credit, Criminal, Education, Identity

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.