Service Desk Manager

Harvard Medical School

Boston, MA

ID: 7145955 (Ref.No. hh-62587BR)
Posted: May 19, 2023
Application Deadline: Open Until Filled

Job Description

Position Description
The Service Desk Manager oversees the Service Desk as the point of contact for all issues related to IT. In this critical role, the Service Desk Manager trains and supervises Service Desk support staff to effectively manage customer expectations, set the organizational standard for customer engagement, serve as a communication channel between customers and the IT organization, and, whenever possible, provide a first-contact resolution for customers. The Service Desk Manager guides the Service Desk to be timely, courteous, consistent, respected as a source of IT truth, and committed to continuous quality improvement through the use of and response to regular performance metrics. In addition, the Service Desk Manager identifies and pursues service improvement initiatives; manages complaints, suggestions, and compliments; and serves as the face of IT to customers. The role works under the direction of the Associate Director for IT Service Delivery to manage the processes and people involved in provision of Service Desk support, manages the flow and assignment of work within the Service Desk functional area and toward escalation groups, and collaborates with managers of related functional areas to ensure seamless IT support service. The role will manage a small team of Service Desk analysts and supervise their performance. The Service Desk Manager monitors and reports on IT support metrics including SLA’s and resolution rates, employs technology and process automation where possible, and provides retrospective and predictive reporting to inform operational, resource, and budget planning activities.

Principal Duties and Responsibilities:
  • 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
  • Prepare reports for upper management to highlight progress, issues etc.
  • Study and project resource requirements including budget and staffing
  • 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
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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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 Values
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 Medical School strives to cultivate an environment that promotes inclusiveness and collaboration among students, faculty and staff and to create new avenues for discussion that will advance our shared mission to improve the health of people throughout the world.