Customer Support & IT Operations Lead

Harvard Law School; Cambridge (MA); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Parental leave

Health insurance from day one

Retirement plan

Wellbeing resources

Family support

Tuition assistance

Commuter benefits

Job summary

Harvard Law School in Cambridge, MA seeks an IT Services Supervisor to provide day-to-day leadership for customer-facing technology support operations, manage ticket queues, and ensure service levels meet expectations. You will coordinate staff, handle escalations, and partner with ITS leadership to deliver reliable technology services.

The role emphasizes accountability, ongoing coaching, and process improvements, with hands-on support during high-demand periods.

Qualifications

• Supervisory experience leading customer-facing staff.
• Ability to prioritize and manage workloads.
• Excellent communication and problem-solving skills.
• Commitment to continuous learning and leadership development.

Responsibilities

• Supervise daily activities of customer-facing technology support staff and ensure high-quality services.
• Monitor service operations (tickets, phone coverage, desk activity) and meet service levels.
• Provide day-to-day leadership, coaching, and performance management with regular feedback.
• Serve as primary contact for operational escalations and drive timely resolutions.
• Provide hands-on technical support during high-demand periods or critical incidents.
• Collaborate with ITS leadership to plan staffing, onboarding, and daily assignments.

Skills

Supervisory experience

Staff coordination

Customer service

Problem-solving

Education

Two years post-secondary education or relevant work experience

Job description

Harvard Law School in Cambridge, MA seeks an IT Services Supervisor to provide day-to-day leadership for customer-facing technology support operations, manage ticket queues, and ensure service levels meet expectations. You will coordinate staff, handle escalations, and partner with ITS leadership to deliver reliable technology services.

The role emphasizes accountability, ongoing coaching, and process improvements, with hands-on support during high-demand periods.