Harvard University - Director, Classroom Technology Support, Teaching & Learning

Harvard University

Director, Classroom Technology Support, Teaching & Learning
Faculty of Arts and Sciences
54893BR

Job Summary

The Faculty of Arts and Sciences (FAS) is the largest division of Harvard University and is comprised of 150 departments including Harvard College, the Graduate School of Arts and Sciences, the School of Engineering and Applied Sciences, the Division of Continuing Education, libraries, museums, and athletics. As of Fall 2019, FAS was composed of 1,221 total faculty, 6,716 undergraduate students, 4.600 graduate students, 13,643 continuing education students, 2,600 administrative staff, offering approximately 1,200 undergraduate courses per semester held in 480 learning spaces.

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

The Director of Classroom Technology Support, ESS is responsible for strategic planning and operations management of up to 20 staff providing teaching and learning support for FAS faculty and students from planning, consultation and training to course media production and field support for learning space technology used in remote, on-campus and hybrid teaching models.


Job-Specific Responsibilities

• Rebuild and manage the daily operational support model of all campus, and virtual audiovisual teaching and learning-related services across FAS, including more than 480 different learning spaces. This includes AV field service support for FAS clients through phone, e-mail, walk-in and in-field channels using ServiceNow to track all related incidents and tasks.
• Develop a strategic plan over the course of the first year for a new operational model which includes pedagogical needs, staffing levels, billing model, policies on what services this group does and does not provide as well as collaborating with the other managers to develop a plan to upgrade AV learning space technology to meet current needs.
• Provide leadership and development to a team of approximately 20 staff, including both full-time and temporary resources. Closely manage high-volume, fast-paced work queues (self and team) filled with shifting priorities and many simultaneous pieces of work
• Collaborate with faculty and staff to recommend and implement solutions that meet identified business needs; proactively explore emerging technologies that might benefit the community
• Partner with other leadership roles in ESS to implement overall audiovisual strategies and policies. Partner closely with the Deputy Director of ESS to develop a customer services model that aligns with the evolving needs of FAS faculty and students.
• Serve as an escalation point for both customers and internal team members; work to resolve service delivery issues on an expedited basis
• Represent ESS and Harvard within FAS and University committees; and serve as a representative with Ivy Classroom Group.

Basic Qualifications

• Bachelors degree
• At least 8 years of experience in managing enterprise level audiovisual services, in a large, decentralized environment.

Additional Qualifications and Skills

• Prior experience with budget preparation and staffing
• At least 8 years of supervisory experience and P&L responsibility required

• Advanced knowledge of audiovisual industry and video conferencing systems
• Working knowledge of ITIL and ITSM (IT service management) best practices and tools
• At least 2 years of experience using SNOW or a similar ITSM application to manage team workflow and metrics
• Managing a diverse team towards excellence in the following areas: customer service, marketing, communications, intake process and policies

• Demonstrated leadership and people management skills, as well as desire to coach and develop others
• Excellent customer service experience, and strong desire to deliver high level solutions in a timely and dependable manner
• Professional maturity, and judgement; 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

• Ability to serve as a change agent and manage team through periods of rapid change
• Excellent analytical and troubleshooting skills; desire to identify and resolve the root cause of systematic technical or process issues
• Proven ability to collaborate with faculty, staff, students, senior management, and executives throughout the college
• Excellent interpersonal and written/verbal business communication skills; can easily present technical concepts to clients in non-technical language
• Graduate degree in a related field desirable

• Background in higher education
• Experience working with faculty
• Previous experience managing in a union environment
• Industry certifications like CTS-D or CTS-I or DMC certification
• Experience with Crestron systems highly desirable

• Previous working experience with: Service Now (SNOW), SharePoint, Panopto, Zoom
• Experience with conflict management, negotiating, and difficult conversations
• Experience implementing, measuring, reporting, and managing to key operational metrics
• Project management skills

Physical Requirements

Must be able to lift and carry up to 25lbs. of equipment

Working Conditions
Office/Remote; primarily on-campus


Department
Education Support Services

Time Status
Full-time

Union
00 - Non Union, Exempt or Temporary

Salary Grade
059

Pre-Employment Screening
Criminal, Education, Identity

Schedule
Monday - Friday, 35 hrs per week.

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.




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PI142004389