Reporting to the Director, this manager is in charge of maintaining and developing the portfolio of instructional technology tools and services to support the entire HGSE community. This position has ownership of critical school processes, including the publication in Canvas of degree program and executive education course sites, and ensuring accurate enrollments. This manager leads and directly supervises staff assigned to work on all projects related to instructional technology. The person is also responsible for the successful resolution of instructional technology service requests and incidents. This person additionally provides training and documentation for tier 1 support to the IT Service Center (ITSC). The role involves considerable technical and analytical skillsets capable of supporting integration efforts, troubleshooting, incident resolution, vendor management, and modest code development to address customization, branding, and accessibility requirements of HGSE. Operations and Maintenance Activities
Coordinates with the Registrar on term start-up processes, including course shell creation, setting up cross-listed courses, ensuring course enrollment is synchronized with SIS.
Manages the delivery, development, and strategy of HGSE instructional technology services.
Serves as the subject matter expert learning management systems and similar enterprise systems at HGSE.
Partners with IT operations and systems teams to share current experiences and contributes to strategic direction and future investments.
Provides training for the HGSE community including academic and executive education faculty, staff, administrators, and students through regular training programs and one-to-one consultations.
Maintains awareness of Service Level Agreements and ensures vendors are providing service and products consistent with contracts and purchasing agreements.
Understands and executes escalation protocols for service issues that cannot be resolved by the ITSC. Communicates issues to HUIT, HGSE Service Owners and others for resolution.
Ensures the ITSC is appropriately trained and skilled at identifying and supporting tier 1, and referring higher tiered incidents to appropriate staff.
Maintains metrics and key performance indicators related to service delivery.
In coordination with the Director, supports and trains staff and student workers.
Creates and updates dashboards with metrics.
Identifies new trends in academic and instructional technologies and makes recommendations for proof-of-concept, prototype, and pilot initiatives.
Collaborates with academic technology peers across Harvard.
Develops and maintains the learning technology roadmaps.
Prepares inputs for annual budget cycle; identifies opportunities for savings and recommendations for transformative technologies.
Once Harvard resumes regular operations this position will no longer be remote and work will be performed on campus in Cambridge, MA.
HGSE is a diverse community of learners, teachers, and employees who are passionate about changing the world through education and striving for maximum impact in the field of education.
HGSE Human Resources values diversity in all forms, and believes that each employee brings a set of diverse experiences and identities to the workplace that makes us stronger, encourages innovation, and enhances our collective contributions. We continue to develop and support a workforce that reflects the diversity of those we serve; fosters an environment that allows each individual to belong and to bring their best self to work; and creates the conditions that empower employees to contribute their full potential to advancing the work of the school. We do this by:
Hiring and retaining staff reflecting the diversity of those we serve;
Providing employees opportunities to learn, grow, and be challenged;
Reviewing and ensuring fairness and equity in HR practices and policies including but not limited to hiring, promotion, and compensation;
Developing strong relationships and partnerships internal and external to our community to advance diversity and inclusion;
Communicating transparently and respectfully; and
Fostering an inclusive, respectful, and professional work environment
We regret that the Harvard Graduate School of Education does not provide Visa sponsorship.
About the Harvard Graduate School of Education Many choose to work at the Harvard Graduate School of Education because they believe in our mission and are excited by our vision for the future. We have a reputation as a great place to work, for our excellent leadership, and we are a strong community which values diversity. For more information about HGSE, its programs, research, and faculty, please visit: www.gse.harvard.edu
Salary Grade: 057
Union: 00 - Non Union, Exempt or Temporary
Undergraduate or graduate degree in information sciences, instructional technology, or related field.
2+ years' directly related experience working in an academic environment.
Demonstrated skills / experience in the following areas:
learning management systems (Canvas)
survey tools (Qualtrics, Poll Everywhere)
experience with remote meeting applications (i.e. Zoom, MS Teams etc.)
Web design (HTML, CSS, Drupal, WordPress, OpenScholar, MS SharePoint).
Experience working with Canvas APIs.
Familiarity with JSON and XML formats.
Excellent communication, presentation, and customer service skills.
Excellent writing/documentation skills.
Demonstrated training ability.
Demonstrated ability to work collaboratively as a member of a team.
Ability to manage responsibilities with minimal supervision.
Demonstrated project management skills.
Must be able to work additional hours during peak periods.
Ability to learn and master new technologies as needed.
Experience with multimedia design and development, social networking tools.
EQUAL OPPORTUNITY EMPLOYER: 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, or any other characteristic protected by law.
Internal Number: 52467BR
About Harvard University Graduate School of Education
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.