Director - Field Support - Harvard University - Cambridge

Job description
HUIT Support Services is responsible for providing a high level of end-user service and support for students, faculty and staff. Working with the Director of Operational Strategies, the Director of Field Support is responsible for ensuring that end-users have local, direct support to enable them to use the technology services that HUIT provides. The Director of Field Support is responsible for managing an organization that exemplifies the HUIT values – user-driven, collaborative, innovative and open – in support of successful relationships at all levels with partner organizations.

The Director must:

• Collaborate with other HUIT service providers to plan for and support evolving technologies
• Communicate with managers and end-users in partner organizations to understand their objectives, assist them in the effective use of technology, and keep them involved and informed
• Recruit, hire, orient and empower staff who are committed to service and to learning
• Develop and implement a strategy and roadmap for desk side services and ensure this successful implementation of roadmaps for complimentary services, user guidelines or policies, programs and projects for end-user technologies

• Understand and apply best practices such ITSM, Agile, and Project Management to develop and continually improve cross-organizational processes to ensure responsiveness, reliability and quality of service
• Ensure the development of a robust, flexible organization with appropriate goals, structures and staffing to maintain service levels, provide coverage, and respond to special requirements and incidents 24x7x365, as needed by a diverse and dynamic user community
• Manage and monitor a prudent, efficient and cost-effective budget
• Owns implementation of projects in support of Support Services Field Team

Desired Skills and Experience
Basic Qualifications

• 10+ years of direct managerial experience
• 15 years of experience in all phases of IT operations and service delivery
• Demonstrated experience leading a team through change and driving the strategic direction of a service department

Additional Qualifications

• A creative individual who can manage a committed team to support a diverse and demanding customer base
• Excellent ability to communicate to audiences of all business and technical levels and to build and maintain relationships with faculty, students and staff
• Understands the service business with specific knowledge of tools and processes for managing end-user devices and for service management processes (requests, incidents, changes, etc.)
• Management style that supports teamwork, collaboration, communication, and consensus-building across organizational boundaries to continually improve processes, products, and services with a strong focus on quality and customer service
• A clear and informed vision of the role of information technology in higher education and the enthusiasm and ability to follow through on that vision. Substantive knowledge of existing and emerging information systems and technology
• Demonstrated success in management of personnel and budgets
• Excellent written and oral communication skills
• Experience in creating, negotiating and managing internal customer Service Level Agreements
• Experience in external vendor management
• Demonstrated experience with best practice methodologies and continuous improvement programs
• Experience in higher education environments is highly desirable
• Demonstrated experience in the management of a technician based model and organizational change
• Experience with hands-on technical user support
• Experience with servers, databases, computer programming, repairs and other areas that directly impact the service levels of the organization
• Demonstrated experience with leading organizational change

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