Associate Director, Information Technology Help Desk

Harvard Business Publishing (HBP) is 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.

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 and 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 is the annualised 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.