The Harvard T.H. Chan School of Public Health's Department of Information Technology is seeking a Desktop Team Lead reporting to the Manager of the Desktop and User Services. The Desktop Team Lead provides leadership to achieve first-rate customer service and technical guidance to a community of ~2,500 faculty, staff, and students in multiple locations in Boston and Cambridge. The Desktop Team Lead will assist building a team that is both customer service-oriented and technically adept providing support at walk-in help desks, in the field, and in classrooms.
The Desktop Team Lead handles the majority of VIP, high-profile tickets, and technically complex issues including coverage for the Office of the Dean. S/he also works closely with other service desks of the University (i.e. - Harvard University IT, HMS IT, etc.) to resolve issues across organizations.
Additional duties and responsibilities include, but are not limited to, the following:
Recruits, hires, provides direction, workflow management, and mentorship for co-ops and student interns as well as provides back-up supervisory coverage for the Desktop/User Services operation
Assists the Manager of Helpdesk and User Services with developing training, policies, website content, standard operating procedures, and service level agreements
Assists the Manager of Helpdesk and User Services with reporting metrics and trends to CIO and other senior departmental staff
Assists with budgeting, procurement, and represents Harvard Chan IT at School and University-wide committees
Spends 10 or more hours per week on customer-focused projects and/or technical projects (examples of previous projects include testing virtual desktop technology (VDI) for a variety of HSPH uses, writing ServiceNow (ticketing system) reports to improve analytics, coordinating field teams for migrations, coordinating office moves, and writing documentation for new technology or services -- among others); these projects offer an opportunity to work with IT professionals in the IT Department including managers and directors
Provides customer service by phone, in-person, via email or by utilizing remote technologies, including significant field work across campus diagnosing and resolving technical hardware and software issues
Researches questions using available information resources; identifies and escalates situations requiring urgent attention
Supports both Windows and MAC OS and is responsible for computer and printers across campus
Maintains and services computers and technology in computer laboratories, auditoria/classrooms and conference rooms
Provides hardware and software support for a variety of student computing laboratories that operate 24/7
Provides general application support including, but not limited to: Microsoft Office products (O365), Gmail email and calendaring, various email clients (MacMail, Outlook), video conferencing, Android and Apple iPhone devices/tablets, all major web browsers, MacAfee virus scanning software, malware removal tools, desktop backup utilities and other common PC troubleshooting tools
Assists with Microsoft Active Directory, network operations, and related issues, working closely with members of the network and server teams on account, firewall, disk quota, and other issues
Researches new technologies related to both hardware and software and keep current with publications relevant to the computer industry
Contributes to departmental goals by accomplishing related duties as required
Other related duties as assigned
PLEASE NOTE: The schedule for this position is 40 hours/week.
PLEASE NOTE: This position may require occasional flexibility in schedule (evening or weekend) and/or overtime to cover events and special projects.
The Harvard T.H. Chan of Public Health is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – including fostering respect for all, serving the greater good, and welcoming individuals from diverse backgrounds, experiences, and perspectives. To learn more about the Chan School's mission, objectives, and core values, please visit our website here.
Harvard offers an outstanding benefits package including:
Time Off: 3- 4 weeks paid vacation, paid holiday break, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days per year. Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans, all coverage begins as of your start date. 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 options through participating Harvard grad schools. Transportation: Harvard offers a 50% discounted MBTA pass as well as additional options to assist employees in their daily commute. Wellness Options: Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation and complimentary health services. Harvard access to athletic facilities, libraries, campus events and many discounts throughout metro Boston.
Join the Harvard T.H. Chan School of Public Health to support our mission of health research and education, and to be a part of the oldest institution of higher learning in the country!
Salary Grade: 056
Union: 55 - Hvd Union Cler & Tech Workers
Bachelor's Degree or equivalent work experience required
3+ years of related experience with computers, providing customer service in a technological environment, required
Experience with PC, MAC, mobile platforms, and other common business productivity tools required
Project management experience, security essentials experience, and experience working in a higher education and/or research setting preferred
Outstanding PC (Windows 7, 8, 10) and Mac skills with exceptional knowledge of MS Office, Outlook, and Office 365 preferred
Microsoft AD experience preferred
Strong experience with a ticketing system (i.e. - ServiceNow or related) and phone call center software preferred
Extensive knowledge of desktop, laptop, and mobile/tablet (Android, iPhone, iPad) technology including connecting to classroom/conference room systems preferred
Experience with imaging technology, virus scanning technology, print management, Endpoint encryption technology, desktop backup utilities, remote support technology preferred
Exceptional customer service and conflict resolution skills; excellent problem-solving skills; excellent written and verbal communications skills; outstanding relationship-building skills; outstanding judgment and diplomatic skills; positive attitude with sense of urgency to resolve technical issues; experience leading a team under pressure and addresses emergencies preferred.
EQUAL OPPORTUNITY EMPLOYER: 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, or any other characteristic protected by law.
Internal Number: 45947BR
About Harvard University
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.