Career Center

Alumni Affairs and Development (AA&D) comprises the University Development Office (UDO), Faculty of Arts and Sciences (FAS) Development, AA&D Resources, and the Harvard Alumni Association (HAA). There is a unique relationship between the University and the FAS fundraising operations, resulting from a long history in which University fundraising ultimately grew out of College fundraising.

AA&D Resources
AA&D Resources encompasses teams that support all units across AA&D plus all schools and units across the University. AA&D Resources includes Technology and Support Services, Business Process and Operations, Alumni and Development Services (ADS), Administration and Finance, Events, Communications Creative Services, Research and Prospect Management, Human Resources, and the AA&D Talent Program.

Summary:
Advancement Solutions sits at the intersection of the rapidly evolving landscapes of business program operations, business intelligence, data science, CRM, technology, and customer service. The team is mission focused, providing the business program operations, data, and technology infrastructure that enables the work of approximately 1100 University-wide Alumni Affairs & Development (AA&D) staff to fundraise over $1 Billion dollars annually and engage hundreds of thousands of alumni, donors, and volunteers. The team leads efforts to innovate and enhance the work of the organization through business process management, project execution, business intelligence, change management, and technology systems. The team sustains critical systems, business processes, operations, and customer service for staff, alumni, and donors.

The Service Desk and User Security Manager will oversee all operations of the AAD Service Desk, which is responsible for triaging and resolving requests, both technical and non-technical, from all Harvard alumni, donors, and donor representatives and manage a portfolio of enterprise applications. This role will also lead a team of 5 staff in triaging and resolving staff requests as it relates to AA&D enterprise applications and security rights, including all engagement applications, business intelligence applications, Advance, the Alumni.Harvard community, and more. The Service Desk Manager will collaborate with colleagues within the AAD Advancement Solutions team in addition to business partners in departments across the University, to identify and implement business process, data, and technology solutions that support Alumni Affairs and Development business initiatives. Working within the guidelines of University and IT Control standards for user security management, the Service Desk and User Security Manager will be responsible for successful completion of the annual IT audit.

• Oversee the triage and resolution of user security requests from authorized staff for all applications in the portfolio
• Establish user security best practices in accordance with IT control standards and University policies
• Lead routine account audits including quarterly user account audits and database account audits
• Lead the AAD Service Desk components of the annual IT Control audit executed by Price Waterhouse Coopers (PWC) and any other audits that may arise
• Manage documentation for the account management process in accordance with audit requirements
• Establish and manage SLA's and escalation paths for user account requests
• Triage and assign security requests to ensure balanced workloads across the team that will enable them to meet standard SLA's while creating a positive onboarding/exiting experience for University-wide AA&D staff
• Monitor performance of services and recommend adjustments to assist meeting SLA's consistently
• Collaborate with the Talent Management team on workflows between training course completion and user account management
• Collaborate with Talent Management and Harvard University IT as a key stakeholder in the University Security Account and Rights Management tool.

Alumni, Staff, and Donor Customer Service

• Establish a team culture based on a customer service mindset that enables positive and timely customer experiences
• Define service level agreements for various categories of service calls resolved by the Service Desk
• Oversee the handling of in-bound service calls from donors, staff, and alumni
• Define escalation paths for service calls that must be resolved outside of the Service Desk
• Lead the implementation of best practices for receiving, documenting, resolving, escalating, and analyzing service calls using ServiceNow
• Build a collaborative, cross-functional community between your direct reports, Advancement Solutions team members, key business stakeholders and various IT partners
• Monitor performance of services and recommend adjustments to assist meeting SLA's consistently
• Develop continual service improvement plans to ensure that service adequately meet business needs now and in the future including outreach to future clients
• Collaborate regularly with colleagues to discuss metrics, projects, service levels, etc.
• Identify, manage, and escalate potential security incidents
• Provide direct customer service as needed during peak volume periods
• Ensure donor calls are managed in accordance with PCI compliance regulations
• Evening/weekend/holiday working times will be required based on business priorities. This includes during the Harvard Winter Recess period as well as Memorial Day weekend.

AA&D Reception

• Oversee the management of the AA&D Reception Desk.
• Lead the implementation of best practices for reception opening and closing, receiving guests, managing calls to reception, and accepting mail and packages
• Build a collaborative, cross-functional community between your direct reports, Finance & Facilities, key business stakeholders and various IT partners
• Monitor overall performance of reception services and follow up if service delivery is not meeting expectations
• Identify, manage, and escalate potential incidents.

Staff Management

• Recruit, train, lead, motivate, develop, and manage the performance of direct reports
• Ensure that all team members comply with university policies, IT controls, and Federal and State Laws
• Advise the Executive Director on staffing levels, staff performance and potential areas of need
• Provide coaching and mentoring to staff for development opportunities and career path guidance

This position requires a 3 month orientation and review period.
Please include a cover letter with your application.

About Harvard University
Harvard University, based in Cambridge and Boston, Massachusetts, was established in 1636 and is the oldest institution of higher education in the United States. The University is home to over 20,000 students and employs 18,000 people, making us the fifth-largest employer in Massachusetts. Harvard is a special place, filled with diverse, energetic, and talented people who are driven to grow and succeed. By working here, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise.

Why AA&D?
We are a dedicated team of 400 alumni affairs and development professionals supporting Harvard's advancement activity through roles that include front-line fundraising, alumni and volunteer engagement, technology, events, communications, prospect management and research, business process, talent management and many other areas.

Harvard's Alumni Affairs and Development team inspires and galvanizes alumni, friends, and members of the University community to support Harvard through philanthropy, governance, and active engagement. AA&D believes a workplace that reflects the diversity of our society and our ever-evolving University constituency makes us a stronger and more effective organization. Our goal is to create an environment of respect that values the many talents, perspectives, and experiences of our community, to deliver the strongest possible results by incorporating diverse perspectives into our daily work, and to make AA&D a great place to work for everyone. AA&D strives to live our values of respect, inclusion, trust, collaboration, innovation and sharing of information in our daily interactions and our work.

To learn more about how Harvard supports diversity and inclusion throughout the University please visit the Office for Diversity, Inclusion & Belonging at https://dib.harvard.edu/.

Discover AA&D and Harvard University Benefits

• Opportunities for internal advancement
• A creative, high- energy, collaborative environment
• Generous Vacation, Sick, Personal, and Holiday pay
• Medical, Dental and Vision benefits starting on your first day
• University-funded retirement plans
• Tuition Assistance Program
• Transportation benefits to help with your daily commute
• Health and wellness discounts, memberships and programs

Additional benefits can be found at https://hr.harvard.edu/totalrewards.

Accommodations: Harvard University welcomes individuals with disabilities to apply for positions and participate in its programs and activities. If you would like to request accommodations or have questions about the physical access provided, please let your recruiter know.

Vaccine Requirements: The University requires all Harvard community members to be fully vaccinated against COVID-19 and remain up to date with COVID-19 vaccine boosters, as detailed in Harvard's Vaccine & Booster Requirements. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University's COVID vaccination requirement, exemptions, and verification of vaccination status may be found at the University's

• Minimum of two (2) years post-secondary education
• Six (6) or more years of experience in customer service and related IT service field(s)

• Dedication to high quality customer service standards
• Hands-on experience leading a customer service team strongly preferred
• Ability to identify opportunities and institute a cycle of continuous incremental improvement
• Articulate and professional verbal and written communication skills
• High attention to detail
• Must be a resourceful and effective problem-solver
• Adept at evaluating problems accurately and displaying sound judgment
• Must be conscious of data security and risk management
• Able to work individually and as part of a team
• Must have an even disposition, calm and poised in the face of frustrated users, and be able to work effectively and politely with all people from all types of backgrounds and experience and in all types of situations

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.