Job Description

Job Summary:

Manage technical services to customers for one or more of the following: computer hardware, mobile devices, software and network related problems, and accessibility. Resolve complex problems, consulting with manager on sensitive or critical mass issues.

Position Description:

Are you excited by the idea of joining a world-class organization at the intersection of higher education, business, and technology? Are you drawn to managing a team who solve complex problems and support critical educational technologies? If so, consider joining our team as the Manager, IT Collaboration Services at Harvard Business School (HBS). Collaboration Services oversees the administration and provides Tier 2 support for the email and collaboration technologies used by our faculty, learners, and staff in support of HBS's mission to educate leaders who make a difference in the world.

The Manager, IT Collaboration Services, reports to the Senior Director AI, CRM, & Collaboration Services, and in consultation with the Senior Director aligns their team to the strategy for the collaboration service and related applications. They oversee a team that supports and administers technology solutions including Microsoft 365, Exchange, Zoom, and Slack to meet specific collaboration and educational needs. They interface with a wide range of people across HBS and Harvard University and are responsible for managing their team’s capacity.

The ideal candidate will have experience effectively managing people, consulting with faculty and business partners. They should also have a strong background in developing and delivering diverse technology solutions in a high-touch, enterprise-level environment. They will have excellent listening and critical thinking skills and learn quickly. They should also be able to understand processes and requirements while identifying new tools or ways of working to achieve objectives.

Responsibilities:

• Provide leadership, development and management of full-time staff and supervision of temporary resources who provide day to day operational support of collaboration technologies at HBS including Microsoft 365, Exchange, Zoom, and Slack
• Provide service ownership and oversight for services within the collaboration services portfolio, which incorporates a combination of custom-built and third-party products
• Consult with stakeholders to build and prioritize requirements for services and applications within the team’s portfolio, developing relationships to ensure buy-in and ownership across the community
• Maintain regular communication with partners, stakeholders, and the community to provide project updates, as well as upcoming product developments
• Assess, pilot, and operationalize application enhancements, as driven by the stakeholder demand
• Leverage operational data to address individual and team performance, optimizing resources to deliver best-in-class support
• Prepare reports for HBS IT senior leadership to highlight progress, issues, etc. along with enabling data driven decision making around portfolio changes and resourcing
• Participate in management of product life cycle of assigned services and applications from product requirements to feature/function adoption, including oversight of relevant execution plans
• Determine customer requirements through research, personal interviews, focus groups, surveys, roundtables, etc., and utilize the HBS development process to translate them into user stories, and technical product requirements
• Complete other responsibilities as assigned

Working Conditions:

• Additional support outside of regularly scheduled hours, including early mornings, nights, weekends, and holiday breaks, may occasionally be required
• Must be available by personal cell phone during business hours, and occasionally off-hours (stipend will be provided)

Qualifications

Basic Qualifications:

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

Additional Qualifications and Skills:

In addition to the required minimum of two years’ post-secondary education or relevant work experience required above, supervisory experience is required.

The following are preferred:

• Proficiency in computer science, technology, management information systems, computer engineering, or related field
• Experience in developing and mentoring staff enhancing both technical competencies and soft skills
• Experience with the administration of Microsoft 365, Microsoft Exchange, Zoom, Slack, Google Workspace, and other collaboration platforms
• Demonstrated ability to design and implement solutions using both technical and business process approaches Proficiency leveraging APIs Proficiency with analytics, and reporting to drive business insights and improve operational efficiencies.

Certificates and Licenses:

• ITIL Foundations certification preferred

Additional Information

• Standard Hours/Schedule: 40 hours per week minimum, schedule determined by manager
• Compensation Range/Rate (including Shift Differential if applicable): $110,000 - $115,000, commensurate with experience
• Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position
• Pre-Employment Screening: Criminal, Education, Identity
• Other Information: This role is a hybrid position which we consider to be a combination of remote and onsite work at our Boston, MA-based campus. HBS expects all staff to be onsite at least three days per week and for departments to provide onsite coverage Monday – Friday. Specific hours and days onsite will be determined by business needs and are subject to change with appropriate advanced notice.

We may conduct candidate interviews virtually (phone and/or via Zoom) and/or in-person for this role.

Harvard Business School will not offer visa sponsorship for this opportunity.

Culture of Inclusion: The work and well-being of HBS is profoundly strengthened by the diversity of our network and our differences in background, culture, national origin, religion, sexual orientation, and life experiences. Explore more about HBS work culture here: https://www.hbs.edu/employment .

Work Format Details

This is a position that is based at a Harvard campus location with some remote work options available. 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.

Salary Grade and Ranges

This position is salary grade level 057. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information.

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to:

• Generous paid time off including parental leave
• Medical, dental, and vision health insurance coverage starting on day one
• Retirement plans with university contributions
• Wellbeing and mental health resources
• Support for families and caregivers
• Professional development opportunities including tuition assistance and reimbursement
• Commuter benefits, discounts and campus perks

Learn more about these and additional benefits on our Benefits & Wellbeing Page.

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard’s academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, sex, ethnicity, color, national origin, religion, disability, or any other characteristic protected by law or identified in the university’s non-discrimination policy. Harvard’s equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.