Executive Director, Technical Support and Operations, DCE Teaching & Learning Support

12-Feb-2024

Faculty of Arts and Sciences

65029BR

Position Description

The Executive Director of Technical Support leads and manages the learning services technical support team within the Division of Continuing Education (DCE). This is a strategic level position and requires strong leadership, organization, and interpersonal skills to oversee the delivery of high-quality technical support services to the faculty and student community. As a senior operational leader at DCE, this position will lead diverse teams across the division, and represent DCE across the Faculty of Arts and Sciences (FAS) and University in learning-oriented technical support matters. Duties and Responsibilities include:

Leadership and Management

• Provide strategic leadership and cross-team workflows and initiatives to several technical support teams (including web-conference, A/V, student help desk) setting clear goals and objectives aligned with the university’s mission and IT strategy.
• Serve as the key leader understanding classroom and support needs, operations and scheduling, and resource management.
• Provide expert project and process management to understand and direct workflows during peak and non-peak times.
• Foster a positive and collaborative team culture that emphasizes professionalism, continuous improvement, and excellent customer service.
• Oversee staff scheduling and resourcing, ensuring that staff time is allocated effectively in alignment with planned goals and outcomes.
• Effectively manage and mentor staff, promoting skill development and career growth within the team.

Strategic Operational Leadership

• Review existing practices, develop and implement efficient and scalable technical support processes and procedures to ensure timely issue resolution and customer satisfaction.
• Develop and monitor key performance indicators (KPIs) to evaluate the effectiveness of technical support services and implement data-driven strategies to optimize support operations.
• Develop service level agreements (SLAs) within DCE.
• Collaborate with the teaching and learning team to provide streamlined support to more than 1,200 online, hybrid and campus-based courses per year, including coordination of workflows and resolution of daily issues that arise.
• Collaborate as needed with other university departments including Harvard University IT (HUIT) for best practices and shared support issues. Ensure adherence to university policies and compliance with relevant regulations, including data security and privacy standards, as well as accessibility standards.

Student and Faculty Service Delivery Excellence

• Champion a customer-centric approach, ensuring technical support services meet or exceed user expectations.
• Lead response efforts for critical technical issues, ensuring minimal impact on academic operations.
• Establish and maintain strong relationships with division and university stakeholders to understand their needs and expectations.

Human and Financial Resource Management

• Manage the technical support budget, allocating resources effectively to meet SLAs and operational goals.
• Evaluate and recommend technologies and tools that enhance the efficiency and effectiveness of technical support services. Ensure seamless integration with minimal disruption.

Strategic Communication and Collaboration

• Serve as key liaison between the technical support team and other IT departments, academic units, and administrative offices.
• Communicate proactively with division leadership regarding the status of technical support services, initiatives, and potential changes.
• Produce reports on performance management and technical issues.
• Advance online and hybrid education through the strategic partnership of pedagogical and technical initiatives through collaboration with the teaching and learning team.

Basic Qualifications

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

Additional Qualifications and Skills

• Master's degree preferred.
• Experience in leadership or management role within a technical support or IT services environment.
• Excellent communication, interpersonal, and problem-solving skills.
• Demonstrated ability to manage and motivate a diverse team.
• Familiarity with adult serving higher education environments and their unique technology needs is a strong plus.
• Understanding a Learning Management Systems (LMS) such Canvas; familiarity with other educational technologies used in classrooms and online learning environments, such as Zoom.
• Knowledge of campus networking, including Wi-Fi, VPNs, and secure network access. Familiarity with server management and cloud-based services.
• Expertise in managing a wide range of hardware used in academic settings (computers, tablets, data projectors, lab equipment) and the related software applications commonly used by faculty and students.
• Strong grasp of cybersecurity principles, practices, and tools to protect sensitive academic data. Understanding of data privacy laws and regulations that impact educational institutions, such as FERPA in the U.S.
• Knowledge of best practices in IT support, including ticketing systems, remote support tools, and customer service strategies specific to an academic audience. Knowledge/familiarity with ITIL, tiered service delivery, escalation, ticketing systems, multi-modal support.
• Awareness of emerging technologies such as AI, VR/AR, and their potential applications in education.

Working Conditions

• 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.

Additional Information

• In order to be considered for this role, a resume and cover letter must be submitted with application.
• We will not provide visa sponsorship for this position.
• All formal offers will be made by FAS Human Resources.

Work Format Details

This position will be based in Cambridge, MA. Hybrid workplace models in place at DCE with a minimum of 2 days per week on campus. DCE may adjust these as necessary or appropriate.

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

The Division of Continuing Education (DCE) comprises four academic units serving about 30,000 domestic and international students annually, which allow Harvard to meet the learning needs of intellectually curious and highly motivated students from high school through retirement. Established in 1910, the Harvard Extension School (HES) offers access to Harvard faculty for a diverse community of adult learners, enrolling about 15,000 students. HES offers over 1,000 open enrollment courses — 85 percent of which are accessible online — and provides flexibility through noncredit, undergraduate, and graduate courses, including degrees, certificates, and a premedical program. The Harvard Summer School, founded in 1871, offers around 450 credit and noncredit courses both on the Harvard Campus and online, catering to 10,000 high school, college, and adult learners. Additionally, it offers more than 15 international study abroad programs, hosting up to 300 students each summer. Harvard DCE Professional & Executive Development delivers over 140 noncredit programs annually, reaching more than 3,600 participants through online platforms and its executive development center in Cambridge. The Harvard Institute for Learning in Retirement offers about 140 peer-taught courses to approximately 550 active members.

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.

Job Function

Information Technology

Department Office Location

USA - MA - Cambridge

Job Code

I0660M IT User Support Mgt VI

Work Format

Hybrid (partially on-site, partially remote)

Sub-Unit

Division of Continuing Education

Department

Division of Continuing Education

Union

00 - Non Union, Exempt or Temporary

Pre-Employment Screening

Criminal, Education, Identity

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.

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.

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