Help Desk Lead
Help Desk Lead
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Job Description
Formed in 1974 Harvard Management Company (HMC) manages Harvard Universitys endowment and related financial assets. Our singular mission is to help ensure Harvard University has the financial resources to maintain and expand its leadership in teaching learning and research for future generations. The endowment is managed by a highly experienced generalist investment team whose members each take ownership of the entire portfolio regardless of asset class. HMCs operational structure brings a wide range of expertise to our portfolio management. These functions include legal compliance finance and accounting human resources and administrative services as well as information technology to develop and implement the systems necessary to support our investment activities.
SUMMARY:
The Infrastructure Team delivers and maintains the underlying technical platform for HMCsupporting the generalist investment team in Boston while traveling and in the New York San Francisco and Singapore offices as well as an in-house and remote development team and the legal accounting tax and human resources departments. This platform encompasses Windows desktops and laptops iPads and iPhones Citrix and VPN remote access a VMware environment Azure and Office365 applications. The Help Desk Manager oversees both onsite staff and an external MSP ensuring consistent high-quality support for all users and locations.
SUMMARY OF RESPONSIBILITIES:
Oversee and manage the local help desk team providing guidance on technical troubleshooting and customer service best practices. Ensure the team is trained on proper processes and procedures.
Develop and maintain comprehensive knowledge base articles runbooks and standard operating procedures (SOPs).
Identify and implement process improvements for efficient ticket resolution and escalation.
Leverage scripting (e.g. PowerShell or Bash) for software deployments Active Directory queries and other routine tasks.
Act as the primary point of contact for MSP resources supporting Tier 1 tickets in Boston and remote offices in San Francisco New York and Singapore. Ensure seamless handoffs of escalated tickets between internal team and MSP. Facilitate open communication channels.
Provide high-touch support to executives and end-users in Boston office
Address user concerns or requests quickly and professionally
Provide specialized travel support including secure burner laptops
Collaborate with IT leadership to assess evolving help desk needs and propose new tools or solutions.
Track common issues to proactively recommend preventive measures.
Stay up to date with latest technologies to continuously improve processes
QUALIFICATIONS:
Bachelors degree in information technology computer science or related field (preferred).
35 years of experience in a help desk or technical support role with at least 12 years in a leadership capacity.
Finance industry experience is a plus.
Proficiency with Windows environments (Active Directory Group Policy)
Experience with Citrix and VPN solutions for secure remote access
Familiarity with Microsoft 365 (Teams SharePoint Exchange Online) and Azure services
Knowledge of virtualization platforms (e.g. VMware) and basic networking concepts
Understanding of device management (Windows laptops/desktops iPads iPhones)
Experience with a scripting language (PowerShell or Bash) a plus
Exceptional written and verbal communication skills with the ability to convey technical concepts in clear non-technical language
Experience in delivering a customer-centric approach
Ability to develop and maintain strong relationships internally and externally
Strong analytical skills to identify root causes and implement effective solutions
Ability to prioritize and adapt in a fast-paced environment maintaining a calm solution-focused demeanor
Other details:
The FLSA classification for this position is exempt
HMC is operating on a hybrid work model where employees are in the office from Tuesday to Thursday and remote on other days
HMC will not sponsor applicants for work visas for this position.
Interested candidates should apply online via
Employment Type
Full-Time
Key Skills
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