Senior Director, User Support

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Job ID

364925

Location

Twin Cities

Job Family

Information Technology

Full / Part Time

Full-Time

Regular / Temporary

Regular

Job Code

9386IM

Employee Class

Acad Prof and Admin

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About the Job

Senior Director, User Support

Please note, this position is not eligible for H-1B or Green Card sponsorship.

For consideration, please apply by Friday, October 18.

The University of Minnesota is committed to fostering local talent through employment opportunities. While this position utilizes a hybrid work modality, prospective applicants must be located either in the state of Minnesota or near the Wisconsin border OR otherwise open to relocation.

Compensation : $200,000 - $220,000 (depending on experience and qualifications)

Overview :

At the University of Minnesota, we are proud to be recognized by Forbes as one of the Best Employers by State (2019, 2022-2024) and Best Employers for Women (2023).

Consider an opportunity to support our institution as a technology leader.

Our User Support organization within the central Office of Information Technology (OIT) provides all levels of technology support to the University community to enhance the teaching and learning, research and discovery, and outreach mission of the institution.

The Senior Director of User Support provides strategic vision and people leadership for 250+ staff and student employees in functional areas including the technology service desk, desktop support, proactive support, provisioning and access, business analysis & project management, endpoint and software services, service management, and business relationship management.

The position is responsible for the creation and maintenance of a strategically aligned portfolio of IT services and cultivating partnerships with technology leaders across the institution to increase IT service efficiency and effectiveness while balancing customer needs with University and IT priorities, strategies, and objectives.

This position reports to the Vice President of Information Technology / Chief Information Officer and serves as a member of OIT's Leadership Team.

Responsibilities :

Leadership / Management

• Provide a vision and inspired leadership for the User Support directorate, which includes managers, individual contributors, and student employees.
• Establish goals for the directorate as well as metrics used to assess the performance of user support services as it relates to SLAs (Service Level Agreements) and other unit measures.
• Create a climate that supports team effectiveness, employee engagement, and support for IT goals.
• Cultivate collegiate partnerships that increase IT service efficiency and effectiveness while balancing customer needs with University and IT priorities, strategies, and objectives.
• Develop and coach managers to be effective people leaders.
• Support and provide guidance on resource forecasting and allocation, job design, staffing and training, employee development, direct report coaching, and performance management.
• Lead cross-functional service teams in the delivery of user support services.
• Foster an inclusive environment appreciative of differences in the workplace.
• Meaningfully participate in and support efforts to support the University's commitment to equity and diversity.

Strategy

• Direct short-and long-term strategy development for user support services. Ensure alignment of support activities with strategic objectives.
• Consider and proactively address the implications of strategy decisions in terms of IT resources.
• Develop a deep understanding of current IT services; propose analysis-based recommendations to create and maintain a balanced and strategically aligned IT service portfolio.

Operations

• Oversee functional operations of User Support teams, ensuring the optimal organization of people and work.
• Promote efficiency of processes between support lines.
• Plan and manage an operational budget in collaboration with the OIT Business Office.

Qualifications

Please note that all qualifications must be documented on resume.

Required Qualifications :

• BA / BS degree plus at least 15 years of relevant experience, or a masters degree plus at least 13 years of relevant experience.
• Prior managerial experience in an information technology setting, including direct reports at a managerial level.
• Prior experience supporting end users in an information technology setting.
• Leadership experience within performance management, resource forecasting and allocation, job development, skills forecasting, unit organizational structure, and direct report coaching and development.

Preferred Qualifications :

• Prior experience managing an information technology user support function.
• Experience leading enterprise technologies in a large and complex organization.
• Awareness and exposure to ITIL (Information Technology Infrastructure Library).
• Experience with ITSM (Information Technology Service Management) tools (e.g. Team Dynamics, Service Now, etc.).

About the Department

About the Department :

The Office of Information Technology (OIT) is the University's central IT unit and provides enterprise-level technologies and services that are broadly consumed, core to central administrative business operations, and tend to offer substantial economies of scale.

We are part of a larger ecosystem of IT professionals who work in academic and support units systemwide. Local or collegiate IT units often offer discipline-specific, niche, and complementary services to the OIT central services.

Benefits

Working at the University

At the University of Minnesota, you'll find a flexible work environment and supportive colleagues who are interested in lifelong learning.

We prioritize work-life balance, allowing you to invest in the future of your career and in your life outside of work.

The University also offers a comprehensive benefits package that includes :

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Please visit the Office of Human Resources website for more information regarding benefits.

How To Apply

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions.

You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Please be sure to apply before October 18th.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail [email protected] or call (612) 624-8647.

Diversity

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission.

The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression.

To learn more about diversity at the U : http : / / diversity.umn.edu

Employment Requirements

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here.

Criminal convictions do not automatically disqualify finalists from employment.

About the U of M

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research.

Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St.

Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).