Director of Customer Engagement and Technology Services

Duties & Responsibilities

The overarching mission of the Harvard T.H. Chan School of Public Health (SPH) is to advance the public’s health through learning, discovery, and communication.

Reporting to the Chief Information Officer (CIO), the Director of Customer Engagement and Technology Services is responsible for a wide variety of community-facing technologies in support of research, teaching and learning, and administrative efficiency and innovation. The Director of Customer Engagement and Technology Services also works closely with CIO and Director of infrastructure Services on priority setting and budgetary planning for the School’s IT portfolio.

The Director of Customer Engagement and Technology Services provides leadership and direction for day-to-day operation for the following SPH IT teams:

• Helpdesk and Desktop Team

• Media Services and Video Production

• Digital Learning

• Web and Application Development

Duties and responsibilities include, but are not limited to, the following: 

• Create and execute strategic direction for the department's customer service efforts, service delivery, and a broad portfolio of applications and services

• Effective staff management, including hiring and orientation, training and development, workflow and performance management, and the promotion of an inclusive and innovative work environment

• Provide leadership for new service offerings

• Partner with faculty and department administrators on understanding current and emerging technology needs and explaining current or future service offerings

• Partner with faculty and program administrators on ensuring successful delivery of current portfolio of educational and external communication initiatives

• Develop communications materials to the SPH community including service catalog, IT website, knowledge base entries, FAQs, infographics, digital signage and other IT-related communications

• Establish key performance indicators; generate and provide reports and analytics on customer service efforts

• Act as a key contributor to the Department’s senior staff meetings and full departmental staff meetings

• Represents the SPH IT Department and the School on a variety of University-wide committees and working groups that make an impact in guiding University IT policy

• Other related duties as assigned

Basic Qualifications

• Bachelor's Degree or equivalent work experience required

• 10+ years of progressively-responsible, IT-related experience, as well as 5+ years of supervisory experience required

Additional Qualifications

• Master’s Degree preferred

• Experience in higher education preferred

• Experience in two or more of the following functional areas preferred:

  • Support services including help desk, walk-in center, and desktop support

  • Web and application development (e.g., public-facing websites and other custom applications preferably in cloud environment

  • Enterprise applications (e.g., financial systems, student information system, enterprise resource planning)

  • Media services and classroom technology

  • Digital learning and video production

• Strong desire to learn, and to add additional areas to existing IT portfolio to broaden impact in an organization and the higher education IT field preferred

• Experience leading change efforts, as well as with partnering with faculty and other stakeholders (and Harvard University IT, if internal experience) preferred

• Experience with ITIL/ISTM and Agile methodologies preferred
  Good understanding of IT concepts and experience (and desire to) stay current with the latest technologies and trends preferred

• High level of organization and personal time management preferred

• Excellent communications skills including written, verbal and presentation preferred

• Experience bridging technologists and educational/business stakeholders preferred

• Strong diplomacy, as well as experience working collaboratively at all levels of an organization preferred

• Proven track record of success in organizational development and staff retention preferred

• Collaborative nature with experience building relationships and partnerships with stakeholders and technology providers preferred

• Experience working with third party vendors and consultants on complicated initiatives preferred

Additional Information

The Harvard T.H. Chan of Public Health is dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – including fostering respect for all, serving the greater good, and welcoming individuals from diverse backgrounds, experiences, and perspectives. To learn more about the Chan School’s mission, objectives, and core values, please visit our website here. 
 
Harvard offers an outstanding benefits package including:

Time Off: 3- 4 weeks paid vacation, paid holiday break, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days per year.
Medical/Dental/Vision: We offer a variety of excellent medical plans, dental & vision plans, all coverage begins as of your start date.
Retirement: University-funded retirement plan with full vesting after 3 years of service.
Tuition Assistance Program: Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted options through participating Harvard grad schools. 
Transportation: Harvard offers a 50% discounted MBTA pass as well as additional options to assist employees in their daily commute.
Wellness Options: Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation and complimentary health services.
Harvard access to athletic facilities, libraries, campus events and many discounts throughout metro Boston.

Join the Harvard T.H. Chan School of Public Health to support our mission of health research and education, and to be a part of the oldest institution of higher learning in the country!