Director of Customer Engagement and Technology Services
June 26, 2018
USA - MA - Boston
The overarching mission of the Harvard T.H. Chan School of Public Health (SPH) is to advance the public's health through learning, discovery, and communication.
Reporting to the Chief Information Officer (CIO), the Director of Customer Engagement and Technology Services is responsible for a wide variety of community-facing technologies in support of research, teaching and learning, and administrative efficiency and innovation. The Director of Customer Engagement and Technology Services also works closely with CIO and Director of infrastructure Services on priority setting and budgetary planning for the School's IT portfolio.
The Director of Customer Engagement and Technology Services provides leadership and direction for day-to-day operation for the following SPH IT teams:
Helpdesk and Desktop Team
Media Services and Video Production
Web and Application Development
Duties and responsibilities include, but are not limited to, the following:
Create and execute strategic direction for the department's customer service efforts, service delivery, and a broad portfolio of applications and services
Effective staff management, including hiring and orientation, training and development, workflow and performance management, and the promotion of an inclusive and innovative work environment
Provide leadership for new service offerings
Partner with faculty and department administrators on understanding current and emerging technology needs and explaining current or future service offerings
Partner with faculty and program administrators on ensuring successful delivery of current portfolio of educational and external communication initiatives
Develop communications materials to the SPH community including service catalog, IT website, knowledge base entries, FAQs, infographics, digital signage and other IT-related communications
Establish key performance indicators; generate and provide reports and analytics on customer service efforts
Act as a key contributor to the Department's senior staff meetings and full departmental staff meetings
Represents the SPH IT Department and the School on a variety of University-wide committees and working groups that make an impact in guiding University IT policy
Other related duties as assigned
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: 060
Union: 00 - Non Union, Exempt or Temporary
Bachelor's Degree or equivalent work experience required
10+ years of progressively-responsible, IT-related experience, as well as 5+ years of supervisory experience required
Master's Degree preferred
Experience in higher education preferred
Experience in two or more of the following functional areas preferred:
Support services including help desk, walk-in center, and desktop support
Web and application development (e.g., public-facing websites and other custom applications preferably in cloud environment
Strong desire to learn, and to add additional areas to existing IT portfolio to broaden impact in an organization and the higher education IT field preferred
Experience leading change efforts, as well as with partnering with faculty and other stakeholders (and Harvard University IT, if internal experience) preferred
Experience with ITIL/ISTM and Agile methodologies preferred Good understanding of IT concepts and experience (and desire to) stay current with the latest technologies and trends preferred
High level of organization and personal time management preferred
Excellent communications skills including written, verbal and presentation preferred
Experience bridging technologists and educational/business stakeholders preferred
Strong diplomacy, as well as experience working collaboratively at all levels of an organization preferred
Proven track record of success in organizational development and staff retention preferred
Collaborative nature with experience building relationships and partnerships with stakeholders and technology providers preferred
Experience working with third party vendors and consultants on complicated initiatives 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: 46160BR
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.