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Harvard University Manager of IT Services & Support in Cambridge, Massachusetts

59334BRAuto req ID:59334BRJob Code:384058 IT Manager Location:USA - MA - Cambridge Business Title:Manager of IT Services and SupportSub-Unit:------------ Salary Grade ( :058Time Status:Full-time Union:00 - Non Union, Exempt or Temporary Basic Qualifications: Bachelor’s degree required.

At least four years' relevant IT support/user services management experience in a multi-platform network environment, required.

Must have demonstrated ability to manage staff; proficiency with Windows and Mac systems, software and services such as Office software, email, anti-virus protection, etc.

Commitment to customer service.

Must possess initiative, project management skills, and willingness to work cooperatively in a diverse technical team.

Additional Qualifications and Skills: Master's degree in related subject area preferred

Excellent problem-solving, stress-handling, multitasking , priority-setting, and communications skills required.

Department:HGSD Computer Resources GroupPre-Employment Screening:Identity Job Function:Information Technology Position Description: - Works closely with Harvard University IT (HUIT) to coordinate services provided by HUIT, including new user-onboarding, identity and access management, secure file storage, digital info-security, network configuration (wired and WiFi), and first-tier on-line ‘Helpdesk’ operation;

-Manages GSD-resident IT field support operations, and supervises four full-time technical staff, and student assistants; provides both strategic planning / oversight, and technical troubleshooting / problem-resolution as required.

  • Manages annual budget and financial oversight for selected budget categories (‘Activities’) : student/faculty/staff computing, printing/plotting, Media Services.

  • Manages procurement, configuration, inventory, maintenance, upgrading, and de-commissioning of school-owned hardware (Mac and PC personal computers and peripherals such as scanners, printers, projectors, etc) and software (office software and graphics, CAD, GIS, and other design software) for staff, faculty, and public computing facilities.

  • Manages all aspects of public printing and large-format plotting operations, including inventory, supplies, outside vendors, and service contract providers.

  • Serves as Assistant Director of Computer Resources Group with full decision-making and budget authority in the absence of the Director.

  • Serves as principal GSD liaison with University-wide services and groups, such as HUIT for information security, identity and access management, procurement, and others .

  • Designs and manages systems for automated distribution of help and technical support, including ticket system, security provisions, anti-virus protection, software upgrades; provision of 24x7 enhanced service at selected peak periods.

  • Provides on-line documentation and regular training for GSD computer users, pertaining to all aspects of computing practice and procedures; oversees IT-related content on GSD website.

  • Manages all technical aspects of ‘on-boarding’ new students, faculty, and staff; and provisioning of accounts as needed.

  • Attends selected conferences and advanced training to maintain current knowledge of technology / management; represents the GSD on University-wide groups, projects and committees as appropriate.

  • Coordinates with Harvard and outside contractors, as well as other GSD units, such as Building Services, Library, Fabrication Lab, Student Affairs, Registrar, Curriculum Planning, exec Ed, and others, to ensure excellence in IT resources and coordinated scheduling / planning / documentation & deployment for entire GSD community.

  • Advises Assistant Dean on IT support services trends and technology deployment strategies.

  • Other related duties as required.

    SUPERVISORY RESPONSIBILITIES: Supervises two full time Field Support Technicians

    School/Unit:Harvard Graduate School of Design 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.Working Conditions: The University requires all Harvard community members to be fully vaccinated against COVID-19 and remain up to date with COVID-19 vaccine boosters, as detailed in Harvard’s Vaccine & Booster Requirements ( . Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University’s COVID vaccination requirement, exemptions, and verification of vaccination status may be found at the University’s “COVID-19 Vaccine Information” webpage: . Job Summary: Reporting to the Assistant Dean for Information Technology, manages all aspects of technical/computer IT support for GSD community (c. 900+ students, 200+ faculty and staff), providing a secure, productive, networked, multi-platform, multi-media computing environment for digital design, teaching, research, and administration. Emphasis on Modeling software (CAD, 3D-modeling, GIS, etc.) and Representation (graphics, large-format printing, multi-media, and digital fabrication) on top of office productivity and digital collaboration tools (web, email, O365, Teams, Zoom, Canvas, et al.)

    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.