Field Support Service Manager – Teaching and Learning

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Why join Harvard University Central Administration?

Harvard University's Central Administration (CADM) is a 5,000+ employee organization that supports the university's overall excellence by understanding and serving the needs of its schools, students, faculty, staff, alumni, and surrounding communities. Through dynamic and collaborative partnerships, CADM provides high-quality and efficient services to the schools to help them achieve their goals.

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.

Basic Qualifications:

Basic Qualifications are the minimum threshold a candidate must meet in order to be considered for this role.

• 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:

The following qualifications are strongly preferred. If you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.

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, and Video platforms such as, but not limited to; Echol 360, Kaltura, Panopto are desirable.
• Working knowledge of ITIL and ITSM (IT service management) best practices and tools is highly preferred.

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, such as Avesis, CTS, Dante, Qsys.
• Completion of Harvard IT Academy specified foundational courses (or external equivalent) preferred.

More About HUIT:

Our Mission: huit.harvard.edu/about

We empower the Harvard community with essential and transformative technologies to advance education, knowledge, and discovery.

HUIT’s core values are: 

• Human-centered 
• University-focused
• Innovation-driven
• Team-oriented

IT Academy (designed for IT Staff):
HUIT’s IT Academy aims to enable each IT staff person to grow professionally and become a trusted partner to her or his team. The IT Academy is built on the belief that every IT staff member across the University (including technology employees at each school and campus) can grow in her or his area of expertise as well as building strong people and project management skills. Learn more here: https://itacademy.harvard.edu/.

• 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
• Other Information:
  • Please provide a cover letter and resume as one document with your application.
  • This position has a 90-day orientation and review period.

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Work Format Details

This position is based on-site at a Harvard campus location. Additional details will be discussed during the interview process. Certain visa types 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, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, 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.