Reporting to the Applications Director, the Service Owner/Manager, Instructional Technologies is responsible for HGSE's instructional technologies and services, including its academic, administrative, and research needs. The Service Owner leads the design, engineering, development, implementation, sustainment, training, and continuous improvement of instructional technology services. This position manages the deployment of both the degree program and professional education course sites, including assurance of accurate enrollments. This manager directly supervises a team and provides metrics on its work. As such, this individual is responsible for all tier 3 instructional technology service requests and incident responses, and related reports/metrics. This role also indirectly supervises tier 1 and 2 instructional technology activities of the IT Service Center via training and related support activities. This position manages not only the LMS, but also the complete portfolio of applications supporting academic and professional education programs. The position involves considerable technical and analytical skillsets capable of supporting integration efforts, troubleshooting, incident resolution, vendor management, and modest software engineering and development to address customization, branding, accessibility, and identity requirements of HGSE.
Operations and Maintenance Activities (80%)
Partners with the Office of the Registrar on term start-up processes, including course shell creation, setting up cross-listed courses, ensuring LMS (Canvas) course enrollment is synchronized with the SIS (my.Harvard).
Manages the delivery, development, and strategy of HGSE instructional technology services.
Serves as the subject matter expert learning management systems and similar enterprise systems supported by HGSE.
Partners with IT operations and infrastructure teams to share current experiences and contributes to strategic direction and future investments.
Provides training for the HGSE community to include faculty, teaching fellows, faculty assistants, PPE program administrators and similar end users 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 service operations team. Communicates issues to HUIT, HGSE Service Owners and others for resolution.
Ensures the HGSE service center team is appropriately trained and skilled at supporting basic tier 1 and tier 2 support request and incident response activities.
Maintains metrics and key performance indicators related to service delivery.
In collaboration with the Director, supports and trains instructional technology infrastructure specialists and student workers.
Staff supervision, including assigning and tracking tasks, approving time off, staff assessment, and coaching.
Creates and updates dashboards and similar metrics for visibility across HGSE IT.
Strategic Activities (10%)
Identifies new trends in academic and instructional technologies and makes recommendations for proof-of-concept, prototype, and pilot initiatives.
Collaborates with partners across Harvard to maintain awareness of new initiates and innovative efforts surrounding academic technologies and outreach.
Develops and maintains the learning technology roadmaps.
Prepares inputs for annual budget cycle; identifies opportunities for savings and recommendations for investment and discovery activities in support of transformative technologies.
Please attach resume and cover letter as one document.
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 degree in information sciences, instructional technology, or related field.
5+ years' directly related IT experience;
Demonstrated skills / experience in the following technical areas:
learning management systems (Canvas)
surveying tools (Qualtrics, Poll Everywhere)
integrated services supported by the Learning Tools Interoperability (LTI) standard
Experience with web design (HTML, CSS, Drupal, WordPress, OpenScholar, Microsoft SharePoint).
Any applicant wishing to be considered for this position must indicate that they meet all of the basic requirements in either their cover letter or resume. Applicants wishing to be considered must supply a cover letter in addition to their resume.
Excellent communication, presentation, and customer service skills.
Experience working in an academic environment strongly preferred.
Demonstrated ability to work collaboratively as a member of a team.
Ability to manage competing projects, tasks, and priorities with minimal supervision.
Demonstrated project management skills and ability to meet fluid deadlines.
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.
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. T...he 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.