Manager Of Enrollment Services Help Desk

Additional Qualifications and Skills

• Applicable experience in high-volume customer or student services setting, preferably within higher education
• Previous management experience
• Demonstrated excellent oral and written communication skills. Proven ability in using Word, Excel, and databases.
• Ability to work successfully with limited supervision.
• Understanding of best practices in the higher education industry, with a focus on best practices in Enrollment Services and management.
• Understanding of the needs of adult learners and non-traditional learners.
• Familiarity with Harvard a plus.

Additional Information
In order to be considered for this role, a resume and cover letter must be submitted with application.
The Faculty of Arts and Sciences will not provide visa sponsorship for this position.
All formal offers will be made by FAS Human Resources.
EEO Statement
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, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.
Basic Qualifications

• Bachelor's degree or equivalent work experience required
• Minimum of 3 years' relevant work experience

Working Conditions
Occasional evening and weekend work.
The health of our workforce is a priority for Harvard University. With that in mind, we strongly encourage all employees to be up-to-date on CDC-recommended vaccines.
Position Description
The Manager of Enrollment Services Help Desk is a key member of the Office of Enrollment Services within the Division of Continuing Education (DCE), who has a passion for higher education and developing strong teams, and prides themselves on leading by example. Reporting to the Associate Director of Enrollment Services and Student Outreach, they will be crucial in executing the strategy for the Help Desk Team in its ability to provide strong customer service through inbound calls, multiple email accounts, in-person front desk assistance, and other channels of communication for our students. They will oversee a team of staff members that are the frontline for DCE that support both prospective and current students through inbound inquiries. They and their team will frequently partner with others in the department and division and will work collaboratively to ensure a cohesive student experience. The individual in this role is a strong and fair leader who has the ability to make informed decisions and solve problems thoughtfully.
The Manager of Enrollment Services Help Desk will:

• Be a leader. Manage all work, performance management, corrective action, and career/professional development for the team of Enrollment Services Specialists and the Enrollment Services Team Coordinator.
• Be organized. Stay on top of all DCE information as it comes down various pipelines. Arrange the weekly schedules for the team, including time off requests, meeting/event attendance, and cross-departmental collaboration efforts.
• Make decisions. Make critical, on-the-spot decisions and handle difficult student situations. Communicate with other departments to handle complex student and policy situations when they arise.
• Coach and train. Oversee training for the team in partnership with the Team Coordinator, including developing, implementing, and monitoring progress.
• Lead hiring processes. Interview and hire new staff members, when needed. Update interview questions, review applications, select hiring committees, and make hiring decisions for the team.
• Implement new initiatives. Partner with the Associate Director of Enrollment Services and Student Outreach on technology improvements and special projects for the team. Test new systems, provide feedback, and create documentation to be used for staff training purposes.
• Be a team player. Contribute feedback/ideas during meetings, be willing to serve on various committees, and take on other duties as assigned.

Commitment to Equity, Diversity, Inclusion, and Belonging
Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.
Benefits
We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:

• Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
• Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
• Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
• Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
• Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
• Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
• Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
• Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
• Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.

Work Format Details
This position will be based in Cambridge, MA. Hybrid workplace models in place at DCE with a minimum of 2 days per week on campus. DCE may adjust these as necessary or appropriate.
Additional details will be discussed during the interview process. All remote work must be performed within one of the Harvard Registered Payroll States, which currently includes Massachusetts, Connecticut, Maine, New Hampshire, Rhode Island, Vermont, Georgia, Illinois, Maryland, New Jersey, New York, Virginia, Washington, and California (CA for exempt positions only). Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.
About Us
The Division of Continuing Education (DCE) comprises several entities serving about 30,000 students annually. The Harvard Extension School, the Harvard Summer School, the Harvard Professional Development Programs and the Harvard Institute for Learning in Retirement allow Harvard to serve the learning needs of students across their life. For more than a century, Harvard Extension School has made Harvard faculty and teaching accessible to a diverse community of local, national, and international students. Harvard Extension School enrolls approximately 17,000 students per year in approximately 46 graduate and undergraduate liberal arts and professional fields. More than 1,500 open enrollment courses are offered year-round with over 600 available online are offered at affordable prices to our communities across the world. Harvard Summer School offers approximately 450 courses on the Harvard Campus to 11,000 secondary school, college and adult learners and more than 30 international study abroad programs for up to 600 students each summer. The Division also includes the Harvard Institute for Learning in Retirement with approximately 550 active members and Harvard Professional Development Programs offering nearly 130 short noncredit programs to more than 3,000 participants annually.