IT Support Operations Coordinator

$76,000 - $79,500/Yr

Aub Faculty Of Arts And Sciences - Cambridge, MA

Full-time - Entry Level

Onsite - Cambridge, MA

About the position

The IT Support Operations Coordinator at Harvard Business School (HBS) is a pivotal role within the Technology Support Services (TSS) team, responsible for delivering high-quality IT support to the HBS community. This position involves managing complex customer requests, overseeing operational procedures, and leading projects to enhance technology offerings that support teaching, learning, and research. The coordinator will also maintain relationships with key customer groups and serve as a knowledge resource for IT support processes.

Responsibilities

• Manage a work queue of complex, high-priority internal and external work, and lead TSS' response to addressing service escalations of all kinds
• Resolve or support others in resolving technical issues and service requests related to HBS-managed hardware/software, and create/maintain knowledge articles to aid in resolution
• Consult with users and departments to recommend standard or custom solutions to stated business needs, and work with teammates to implement the solutions
• Oversee temporary staff responsible for delivering critical personal computing services to campus, including monitoring and managing vendor performance to agreed levels, collaborating on process improvements, and collaborating on resource planning to meet future demand
• Act as key participant in relationship between TSS and key campus groups to plan projects, coordinate activities, gather feedback, and execute on operational initiatives
• Complete other responsibilities as assigned

Requirements

• High School diploma, GED, or equivalent is required
• Minimum of five years of relevant work experience is required
• Experience as an IT support analyst supporting Microsoft and Apple personal computing products, and/or in overseeing IT support analysts, in a managed enterprise environment
• Extensive experience in collaborating with others to solve problems and accomplish goals
• Superior interpersonal and written/verbal communication skills, including ability to easily present technical concepts to customers in non-technical language, and ability to create and revise accurate documentation for customer and internal use
• Ability to work independently and to rapidly learn and retain new skills and knowledge
• Background in higher education
• IT ITIL and ITSM experience
• Excellent interpersonal and communication skills

Nice-to-haves

• ITIL Foundations certification

Benefits

• Paid Time Off: 3-4 weeks of accrued vacation time per year, 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year, and up to 12 weeks of paid leave for new parents who are primary caregivers
• Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits
• 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
• 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 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
• 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
• Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services and cultural and leisure activities throughout metro-Boston