Position Description

Summary:
The Infrastructure Operations Service Queue Manager is responsible for leading the prioritization and compliant handling of infrastructure service request tickets. The primary objective of this role is to ensure prompt and effective responses to end users while managing and improving infrastructure service-related queuing activities. This role actively contributes to the creation and upkeep of technical documentation and user-facing knowledge base articles while actively evaluating and optimizing service queue performance. In addition this role will also conduct independent reviews and analysis of ticket data to identifying trends, and implement continuous improvement measures.
Core Duties:

• Continually monitor and prioritize the customer service request ticket queue, ensuring timely and appropriate responses to end users.
• Work at an expert level within a team on most phases of service analysis and consider the business implications of technology applications to the current and future business environment.
• Serve as tier 3 (engineering-level) triage for highly technical problems.
• Actively contribute to the creation and maintenance of technical documentation for the organization's IT infrastructure.
• Develop and maintain user-facing knowledge base articles to assist end users in troubleshooting and resolving common technical issues.
• Foster and manage internal/external stakeholder relationships.
• Identify and promote internal and external process changes; Contribute to the establishment of guidelines, procedures, standards and recommendations for process improvements.
• Implement quality standards, ensure and execute compliance on every stage of solution implementation.
• Participate in long-term strategic planning and roadmapping to improve operational effectiveness and efficiency with the office of the CTO.
• Implement and maintain metrics to assess service queue performance, providing regular reports to leadership to highlight progress, response times, issue resolution, and overall effectiveness.
• Responsible for business transition management to ensure that systems are understood by users; ensure that transitioned services deliver the value users expect.
• Utilize data to identify areas in need of improvement and to measure the progress of improvement initiatives; Analyze trends, suggest automation and efficiency improvements, and present recommendations to Infrastructure leadership.
• Collaborate with IT Support and queue managers across the HMS IT organization to coordinate efficient handoffs of tickets and requests between IT groups.
• Work with the service management team to create and refine processes and dashboards that increase the efficiency of infrastructure teams.
• Participate in long-term strategic planning and roadmapping to improve operational effectiveness and efficiency within Infrastructure and the broader office of the CTO.
• Abide by and follow the Harvard University IT technical standards, policies, and Code of Conduct. Additional Duties:
• Provide expert advisement about the HMS technical documentation and make recommendations for future topics
• Collect, organize, integrate, analyze, and leverage information about the HMS customer service request ticket queue
• Provide consistent, daily updates to systems and team members to define needs and maintain progress

Basic Qualifications

• Minimum of two years’ post-secondary education or relevant work experience

Additional Qualifications and Skills

• Additional Qualifications and Skills: Bachelor's Degree preferred
• Knowledge of information technology applications, processes, software, and equipment.
• Demonstrated ability to write clear, concise technical documentation.
• Strong communication and interpersonal skills, with a service mindset approach.
• Ability to work effectively and collaboratively in a remote work environment. Certificates and Licenses:
• Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred.

Additional Information

This position may require occasional work outside of normal business hours.
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.
Not ready to apply? Join our talent community to keep in touch and learn about future opportunities! (https://www.gem.com ?formID=16341e35-cbc6-4904-88a3-09b35763307e)
 

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   
https://hms.harvard.edu/about-hms/campus-culture/mission-community-values-diversity-statement

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.