"Field Support Service Manager – Teaching and Learning"

Job Summary

Harvard University Information Technology (HUIT) is a community of Information Technology professionals committed to delivering service and technological solutions in support of teaching, learning, research and administration. We are recruiting an IT workforce that has both breadth in their ability to collaborate and innovate across disciplines – and depth in specific areas of expertise. HUIT offers opportunities for IT professionals to learn and work in a unique technology landscape and service-focused environment. If you are a technically proficient, nimble, user-focused, and accountable IT professional who also connects with the importance of collaborating well in a team environment, we are looking for you!

The Faculty of Arts and Sciences (FAS) is the historic heart of Harvard University. It is the home of Harvard’s undergraduate program (Harvard College, founded in 1636) as well as all of Harvard’s Ph.D. programs (the Harvard Kenneth C. Griffin Graduate School of Arts and Sciences, founded in 1872), Harvard Athletics and the Division of Continuing Education. The 40 academic departments and 30+ centers of the FAS support a community unparalleled in its academic excellence across the broadest range of liberal arts and sciences disciplines. Together, the FAS seeks to foster an environment of ambition, curiosity and shared commitment to knowledge and truth that elicits excellence from all members of our community and prepares the next generation of leaders through a transformative educational experience.

The Field Support Service Manager – Teaching and Learning will supervise the staff, including Senior Media Technicians, Operations Supervisors, and Media Technicians who serve a specific portfolio of spaces and clients within FAS.

Job-Specific Responsibilities

The Field Support Service Manager – Teaching and Learning will be accountable for oversight of the day-to-day operations of offices in their zone, and the services provided to clients (faculty, staff, and students) by their office. The incumbent will be responsible for onboarding new personnel, including full-time (FTE) and contingent workers, providing training and professional development opportunities, assigning work, ensuring quality control, and planning in conjunction with Education Support Services (ESS) leadership. The incumbent will participate in the hiring process, including interviewing potential candidates, approving time and absences for their team, and is responsible for managing HR performance including administering discipline to direct reports, if required.

Working Conditions

Work is performed in an office setting and will require the incumbent to visit multiple service locations.

Physical Requirements

Must be able to lift 50 lbs. and be able to move equipment and cables across campus.

Qualifications

Basic Qualifications

Bachelor's degree or equivalent work experience. Minimum of 5+ years of relevant experience including direct audio, and video operations experience.

Additional Qualifications and Skills

Technical: Advanced knowledge of audiovisual best practices and systems, including installed audio reinforcement, microphones, and digital signal processing. Experience with audio engineering practices such as gain structure, equalization, dynamics processing, auto-mixing, switching, routing, and various audio transport protocols.

Customer Service: Experience or training in Customer Service, particularly field operations, and strong ability to deliver high-level solutions in a timely and dependable manner. Excellent analytical and troubleshooting skills; ability to identify and resolve the root cause of systematic technical or process issues. Previous working experience with Service Now (SNOW), SharePoint, Panopto, Zoom desirable. Working knowledge of ITIL and ITSM (IT service management) best practices and tools.

Project Management Skills: Ability to serve as a change agent and manage a team through periods of rapid change. Can easily present technical concepts to clients in non-technical language.

Leadership and Management Competencies: Management experience, including financial planning, budget oversight, and staff supervision. Previous experience managing in a union environment or working with faculty in higher education is a plus.

Certificates and Licenses: Certification in IT or AV field desirable. Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred.

Additional Information

Standard Hours/Schedule: 35 hours per week. This is a fully onsite position, 8:00-4:00 (M-F). Some after hours work may be required based on business needs. Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position. Pre-Employment Screening: Identity. Please provide a cover letter and resume as one document with your application. This position has a 90-day orientation and review period. Work Format Details: This position is based on-site at a Harvard campus location. Salary Grade and Ranges: This position is salary grade level 057. Benefits: Harvard offers a comprehensive benefits package including generous paid time off, medical, dental, and vision health insurance, retirement plans, wellbeing resources, and more.