Job Information
Harvard University Manager of Support Services in Cambridge, Massachusetts
66359BRAuto req ID:66359BRJob Code:I0658P IT User Support Prfss IV Department Office Location:USA - MA - Cambridge Business Title:Manager of Support ServicesSub-Unit:Interfaculty Initiatives Salary Grade (https://hr.harvard.edu/salary-ranges#ranges) :058Time Status:Full-time Union:00 - Non Union, Exempt or Temporary Additional Qualifications and Skills:
Related experience in technical customer support and working with external service providers
Excellent customer service skills
Strong analytical, written, and verbal communication skills, including the ability to effectively communicate technical information to non-technical users
Demonstrated project management skills and multi-tasking abilities
Ability to develop proactive solutions, both independently and collaboratively with colleagues and stakeholders
Experience establishing support services and processes
Experience with automated/AI support services
Experience supporting digital products for a global customer base
Experience working within and across cross-functional teams
Experience supervising staff
Additional Information:IMPORTANT NOTE: Cover letters are requested for this role. Your cover letter and resume should be submitted as a combined SINGLE DOCUMENT under the resume tab.
VPAL is not able to provide visa sponsorship for this position.
PLEASE NOTE: 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.
Why Harvard?
We offer a wide range of exciting and challenging job opportunities that support our world-class academic environment. We invite you to explore the many reasons to work for Harvard athttps://hr.harvard.edu/why-harvard. Harvard University is committed to offering a competitive total compensation package including:
A creative, high-energy, collaborative environment
Generous Vacation, Sick, Personal, and Holiday pay
Medical, Dental, and Vision benefits starting on your first day
University-funded retirement plans
Tuition Assistance Program
Transportation benefits to help with your daily commute
Health and wellness discounts, memberships, and programs
Additional benefits can be found athttps://hr.harvard.edu/totalrewards
Department:VPALPre-Employment Screening:Criminal, Education, IdentitySchedule:Full time. Monday through Friday. 35 hours per week. Job Function:Information Technology School/Unit:University Administration 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.Basic Qualifications:
- Minimum of five years’ post-secondary education or relevant work experience
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 mainly performed in an open office setting.
Night and weekend work required.
VPAL is a hybrid office, as our team places a high value on the in-person experience, cross-team collaboration, and strong community building. Individual flexible work options for this role, including hybrid, will be discussed during the interview process. Specific in-office and schedule will be determined between you and your manager. All work must be performed in a state where Harvard is registered to do business (CT, GA, IL, MA, MD, ME, NH, NJ, NY, RI, VA, VT, WA).
Position Description:Who we are:
The Office of the Vice Provost for Advances in Learning (VPAL) seeks to shape the future of education by discovering new ways to build the competence, curiosity, and confidence of learners around the world. We create engaging and scalable learning experiences, cultivate inspiring ideas, and connect a global community of learners—while develo ping tools, technologies, platforms, and policies to reduce friction throughout the learning lifecycle .
How You’ll Contribute:
Reporting to the Director of Program Operations, the Manager of Support Services oversees customer services for Harvard Online, currently supporting approximately 5,000-7,500 participants per year across all products, with the expectation that enrollments will grow year over year. The role is responsible for implementing, leading, and growing Harvard Online’s support strategy to ensure service operations meet the demands of the customer and the rapidly growing business.
This is a two-year term position starting from the date of hire, with the possibility of extension based on continued funding and business need.
At VPAL your role will be to:
Develop and implement processes to provide customer support while ensuring responsive and quality service at all levels.
Create and implement new or modified support plans as new business models and programs are launched.
Communicate effectively with customers and stakeholders to assess support needs, assist in identifying technology needs, and respond to customer service concerns. Develop and implement strategies to quickly identify, communicate and escalate system issues appropriately.
Act as the primary point of contact for escalated customer issues. Troubleshoot and resolve highly complex technical problems and issues.
Establish an outsourced Tier 1 support team: identify and evaluate potential outsourced Tier 1 service providers or partners.
Develop, set up and manage processes and workflows for the Tier 1 support team.
Maintain overall quality of the Tier 1 team’s work, monitoring performance regularly, and ensuring service level agreements are met. Provide ongoing coaching and support to optimize performance.
Develop and adjust projections of support cost and staffing needs to support department’s multi-year goals.
Assist with defining and monitoring customer support KPIs for the organization with a focus on continuous improvement of support performance and customer satisfaction.
Analyze support service metrics. Prepare and present reports with recommendations.
Continuously identify areas for customer service optimization through customer and stakeholder feedback. Implement process improvements that accommodate anticipated scale and growth of customer support.
Serve as subject matter expert relating to the support function, including the tools and technology used.
Recommend changes or enhancements to the support desk system as prompted by feedback. Develop comprehensive documentation, including operational guidelines and procedures, training guides, and support materials.
Liaise with technology partners to troubleshoot and resolve technical issues with the customer support system.
Collaborate with key stakeholders on the incident management process across products to ensure efficient and effective responses to major incidents, including developing plans, policies, and training.
Coordinate on-call staffing with key functional groups in the event of a major incident.
Research emerging trends and new technologies related to online customer support. Communicate actionable insights back to the organization about how to improve the customer experience and products.
Commitment to Equity, Diversity, Inclusion, and Belonging:Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.Benefits:We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:
Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.
Work Format:Hybrid (partially on-site, partially remote) LinkedIn Recruiter Tag (for internal use only):#LI-KP1Work Format Details:This is a hybrid position that is based in Massachusetts. Additional details will be discussed during the interview process. All remote work must be performed within one of the Harvard Registered Payroll States, which currently includes Massachusetts, Connecticut, Maine, New Hampshire, Rhode Island, Vermont, Georgia, Illinois, Maryland, New Jersey, New York, Virginia, Washington, and California (CA for exempt positions only). Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.About Us:About the Office of the Vice Provost for Advances in Learning (VPAL)
The Office of the Vice Provost for Advances in Learning seeks to shape the future of education by discovering new ways to build the competence, curiosity, and confidence of learners on our campuses and around the world. We create engaging and scalable learning experiences, cultivate inspiring ideas, and connect a global community of learners—while developing tools, technologies, platforms, and policies to reduce friction throughout the learning lifecycle. To learn more, visithttp://vpal.harvard.edu.
VPAL is committed to convening and nurturing a diverse community dedicated to promoting inclusive excellence and leadership in teaching and learning. We celebrate, welcome, and honor all backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values. We strive to ensure that all feel included in our mission, our work, and our learning inside and outside our organization. We affirm that inclusivity and belonging are the foundations of excellence.