IT Services Supervisor

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

Company Description

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Company Description

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Why join Harvard Law School?

Join a community that combines excellence in legal education and scholarship with a deep commitment to justice. Here at Harvard Law School (HLS), you’ll find an environment that values who you are and encourages you to grow, inspire others, and make a meaningful impact. Wherever you are in your career journey, HLS is a place where you can thrive, contribute, and be part of something bigger.

Job Description

Job-Specific Responsibilities:

The IT Services Supervisor plays a key role in delivering high-quality technology support services to the Harvard Law School community. This position provides day-to-day leadership for customer-facing technology support operations, ensuring that support requests, classroom technology needs, and service issues are addressed efficiently and effectively.

The IT Services Supervisor serves as a hands-on leader who works closely with support staff to coordinate daily operations, manage workloads, resolve escalations, and maintain a high standard of customer service. This position is responsible for fostering a culture of accountability, responsiveness, and continuous improvement while supporting the professional growth and development of team members.

Working collaboratively with the Managing Director of IT Services, Department Coordinator, and other ITS teams, the IT Services Supervisor helps ensure that technology services are delivered consistently, operational priorities are met, and the evolving needs of the Harvard Law School community are supported. The position exercises independent judgment in managing daily service operations, allocating resources, addressing operational challenges, and ensuring the successful execution of customer-facing support activities.

As an IT Services Supervisor, you will:

• Supervise the daily activities of customer-facing technology support staff and ensure the delivery of high-quality support services.
• Actively monitor service operations, including ticket queues, phone coverage, service desk activity, and field support assignments, ensuring work is addressed promptly and service levels are met.
• Provide day-to-day leadership, coaching, and performance management for support staff through regular one-on-one meetings, ongoing feedback, and clear performance expectations, fostering accountability, professionalism, and continuous development.
• Serve as the primary point of contact for operational escalations, coordinating and driving timely resolution of service issues and customer concerns, and escalating further as needed.
• Provide hands-on technical support and operational assistance during periods of high demand, complex service requests, major events, critical incidents, or staffing shortages.
• Partner with the Department Coordinator to ensure staffing plans, coverage schedules, onboarding activities, and daily assignments are effectively executed.
• Monitor operational performance, identify service improvement opportunities, and implement process enhancements that improve efficiency, service quality, and customer satisfaction.

Qualifications

Basic Qualifications

• Minimum of two years' post-secondary education or relevant work experience

Additional Qualifications And Skills

We are looking for people who have:

• Supervisory experience with ability to lead, coordinate, or influence the work of others in a team-oriented environment.
• Ability to prioritize, assign, and monitor work to ensure timely completion of tasks and service commitments.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced operational setting.
• Excellent customer service, interpersonal, and communication skills.
• Strong problem-solving skills and sound judgment, with the ability to effectively address operational issues and escalations.
• Commitment to continuous learning, professional development, and building leadership skills.

Additional Information

Standard Schedule: Full time

Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position

Pre-Employment Screening: Identity, Criminal

Other Information: All offers are made by HLS Human Resources

Work Format Details This position has been determined by school or unit leaders that all duties and responsibilities must be performed at a Harvard or Harvard-designated location. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges This position is salary grade level 057. Please visit Harvard's Salary Ranges to view the corresponding salary range and related information.

Benefits

• Generous paid time off including parental leave
• Medical, dental, and vision health insurance coverage starting on day one
• Retirement plans with university contributions
• Wellbeing and mental health resources
• Support for families and caregivers
• Professional development opportunities including tuition assistance and reimbursement
• Commuter benefits, discounts and campus perks

Learn more about these and additional benefits on our Benefits & Wellbeing Page.

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.