Associate Director, Information Technology Help Desk Position Available In Suffolk, Massachusetts

Associate Director, Information Technology Help Desk Harvard Business Publishing tuition reimbursement United States, Massachusetts, Boston 20 Guest Street (Show on map) Jun 16, 2025 Harvard Business Publishing (HBP) – the leading destination for innovative management thinking. We reach lifelong learners to improve the practice of management in a changing world. This mission inspires each of us to unlock the leader in everyone – including you!

The opportunity:

We are seeking an experienced and dynamic Associate Director to lead our Information Technology Help Center (ITHC). The ideal candidate will have a strong background in IT service management, excellent leadership skills, and a passion for delivering exceptional customer service. In this role, you will be responsible for overseeing the daily operations of the Help Center, ensuring timely and effective resolution of technical issues, and driving continuous improvement initiatives. You will also collaborate closely with the Digital Workplace and Employee Infrastructure team to provide seamless support to our employees. What you’ll do Oversee the daily operations of the IT Help Center, ensuring timely and effective resolution of technical issues
Lead and mentor a team of IT support professionals, fostering a culture of collaboration, accountability, and continuous learning
Develop and implement IT service management processes and procedures based on ITIL best practices
Define and track key performance indicators (KPIs) to measure the effectiveness of the Help Center and identify areas for improvement
Collaborate with the Digital Workplace and Employee Infrastructure team to resolve complex technical issues and ensure seamless support for employees
Manage vendor relationships and negotiate service level agreements (SLAs) to ensure high-quality support services
Develop and maintain a comprehensive knowledge base to empower employees to resolve technical issues independently
Stay up to date on the latest technology trends and best practices in IT service management. What you’ll bring 7+ years of experience in IT service management, with a focus on help desk operations
2+ years of experience in leading and managing a team
Experience with Jira Service Desk or other service desk platforms
Proficient in Microsoft Office Suite
Comfortable working across both Mac and Windows platforms
Hands-on experience with cloud collaboration tools such as OneDrive and SharePoint
Proven experience in process automation
Experience or strong interest in AI tools and integration (e.g., Microsoft Copilot) is a plus
Strong understanding of ITIL best practices and experience implementing IT service management processes
Excellent leadership, communication, and interpersonal skills
Proven ability to develop and track KPIs to measure the effectiveness of IT services
Experience managing vendor relationships and negotiating SLAs
Strong problem-solving and analytical skills
Ability to work in a fast-paced and dynamic environment. You’ll stand out if you have ITIL certification
Experience in a global organization What we offer: As a mission-driven global company, Harvard Business Publishing is committed to fostering a culture of inclusion, trust, and engagement where everyone is welcome, valued, respected, and feels they belong. In addition to a competitive compensation and benefits package, we offer meaningful programs focused on career development and employee wellness, such as education reimbursement and early-release Summer Fridays! HBP is 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, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law. $120,000 – $140,000 Above is the annualized pay range for this position. In addition, this position includes the opportunity to earn our annual Performance Based Variable Pay Program. Actual salary will be set based upon a range of factors, including external benchmark market data, individual knowledge, skills, experience, location and internal equity.