IT Services Supervisor

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.