IT Services Lead - Customer-Facing Tech Support

Conditions. Workplace Diversity, LLC.; Cambridge (MA); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Generous paid time off

Health insurance

Retirement plans

Tuition assistance

Professional development

Job summary

Harvard Law School is seeking an IT Services Supervisor to lead the customer-facing technology support team. The role manages daily operations, escalations, and staff development to ensure reliable technology services for the Harvard Law School community.

Working closely with the Managing Director of IT Services and other ITS teams, you will allocate resources, drive improvements, and support campus-wide technology needs with a focus on accountability and continuous service excellence.

Qualifications

• Supervisory experience leading a team in a support environment.
• Strong organizational skills to manage multiple priorities in a fast-paced setting.
• Excellent customer service, interpersonal, and communication skills.

Responsibilities

• Supervise daily activities of customer-facing technology support staff and ensure high-quality services.
• Monitor service operations, including ticket queues, phone coverage, service desk activity, and field support assignments.
• Provide day-to-day leadership, coaching, and performance management through regular feedback and clear expectations.
• Serve as the primary contact for operational escalations and coordinate timely resolutions.
• Provide hands-on technical support during periods of high demand or major incidents.
• Partner with the Department Coordinator to execute staffing plans and onboarding activities.
• Identify service improvements and implement process enhancements to boost efficiency and satisfaction.

Skills

Supervisory experience

Customer service

Leadership

Operational coordination

Communication

Problem solving

Education

Post-secondary education or relevant work experience

Job description

Harvard Law School is seeking an IT Services Supervisor to lead the customer-facing technology support team. The role manages daily operations, escalations, and staff development to ensure reliable technology services for the Harvard Law School community.

Working closely with the Managing Director of IT Services and other ITS teams, you will allocate resources, drive improvements, and support campus-wide technology needs with a focus on accountability and continuous service excellence.