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Senior Director, FAS Teaching and Learning Support

Employer
Harvard University, Faculty of Arts & Sciences
Location
Massachusetts, United States
Salary
Salary Not Specified
Date posted
Aug 16, 2022

Job Details

Auto req ID

59572BR

Job Code

I0660M IT User Support Mgt VI

Location

USA - MA - Cambridge

Business Title

Senior Director, FAS Teaching and Learning Support

Sub-Unit

------------

Salary Grade

060

Time Status

Full-time

Union

00 - Non Union, Exempt or Temporary

Additional Qualifications and Skills
  • At least 10 years of experience in managing enterprise-level services, in a large, decentralized environment preferred
  • At least 10 years of supervisory experience and P&L responsibility preferred
  • Working knowledge of ITIL and ITSM (IT service management) best practices and tools
  • Managing a diverse team towards excellence in the following areas: customer service, marketing, communications, intake process, and policies
  • Professional maturity, and judgment; ability to excel with minimal supervision
  • Ability to successfully manage many simultaneous work items of changing priority; strong ownership and accountability, and attention to detail
  • Demonstrated leadership and people management skills, as well as a desire to coach and develop others
  • Excellent customer service experience, and strong desire to deliver high-level solutions in a timely and dependable manner
  • Proven ability to collaborate with faculty, staff, students, senior management, and executives in a higher education environment Previous experience managing in a union environment
  • Experience with conflict management, negotiating, and difficult conversations
  • Experience implementing, measuring, reporting, and managing to key operational metrics
  • Ability to serve as a change agent and manage a team through periods of rapid change
Additional Information

Education Support Services (ESS), in the Faculty of Arts and Sciences (FAS), provides world-class audiovisual and instructional support, training, and consulting services to faculty, staff, and students. The team supports the school’s mission by delivering premium technology offerings that enhance and creatively advance the teaching & learning environment.

All formal written offers will be made by FAS Human Resources.

Department

Education Support Services

Pre-Employment Screening

Criminal, Education, Identity

Schedule

9-5 M-F

Job Function

Information Technology

School/Unit

Faculty of Arts and Sciences

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.

Basic Qualifications
  • Minimum of seven years’ post-secondary education or relevant work experience
  • Supervisory experience
Working Conditions

Work is performed in an office setting.

Occasionally required to work outside of normal business hours, and may be called during off-hours.

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: http://www.harvard.edu/coronavirus/covid-19-vaccine-information/ .

Position Description
  • Own the fulfillment of all teaching, learning, and administrative AV service requests that come into ESS through multiple channels (phone, e-mail, walk-in, and ServiceNow), ranging from lecture capture, media recordings to consultations, equipment loan, and setup.
  • Own the fulfillment of all services delivered by the FAS Learning Center, managing LC staff, and responding to language faculty and student needs. Accountable for leading and managing a team of Zone Managers and Operations Supervisors and up to 100 field support media technicians (including supervisors, managers, exempt and contingent staff, interns, co-ops, and students), responding to and resolving urgent AV and technology incidents in 480 learning spaces (registrar and department-owned) in 75 buildings across the Cambridge campus, to ensure successful teaching and learning for approximately 1,200 undergraduate courses per semester.
  • Scale and evolve the organization and operations support model using ITSM (IT Service Management) best practices to meet broader ESS and FAS goals. Includes building a staffing plan (growing the team, hiring another level of managers, recruiting contingent labor for staff augmentation – temps, LHTs, interns, students), budgeting (estimates costs, writing business cases, and securing funding), operating (creating clear processes, roles, and responsibilities for each service offering) and implementing advanced technology like Service Now to track and report on all field support team activities.
  • Serve as an escalation point for both customers and internal team members; work to resolve service delivery issues on an expedited basis; build relationships with senior/VIP faculty and deans, communicating directly with them about service requests, outages, and emergencies when needed. Work with Faculty Affairs, OUE, GSAS, and Admin Ops leaders to create and communicate policies governing teaching and learning scenarios.
  • Collaborate with ESS Director of Design and Engineering, OPRP, and vendor partners to design, implement and maintain world-class FAS learning spaces equipped with modern audiovisual equipment that advance the school’s teaching and learning goals and ensure fast response times to urgent break/fix requests.
  • Collaborate with ESS Director of Event and Media Production, staff, and vendor partners to schedule, staff, and execute an annual calendar of recurring single and multi-day events for FAS and University clients including Commencement, Reunions, ArtsFirst, Visitas, OFA, Music Department, and various events.
  • Partner closely with the ESS leadership team to develop an integrated faculty support model. Includes regular client communications with faculty, academic, and administrative deans, department administrators, and University leaders to communicate status, escalate and solve issues and jointly plan budgets to ensure world-class teaching and learning support.
  • Collaborate with faculty and staff to recommend and implement solutions that meet their pedagogical needs; proactively explore emerging technologies that might benefit the community and secure capital and operations funds for learning space improvement projects.
  • Serve as a leader and convener for university committees on classroom support including the AV Community of Practice and serve as a FAS representative at Harvard classroom/TLR events and as a Harvard representative at Ivy Plus AV committees and AV industry meetings.
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.

Company

 Harvard FAS

The Faculty of Arts and Sciences is the home of Harvard’s undergraduate program (Harvard College, founded in 1636) as well as all of Harvard’s PhD. programs (the Graduate School of Arts and Sciences, founded in 1872). The 40 academic departments and more than 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.

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