Manager, User Services

Job Description : SUMMARY

SUMMARY

Responsible for operational coordination and supervision of User Services team, while ensuring that support metrics and departmental service level agreements are met.

Provides support for students, faculty, staff and external constituents by resolving hardware, software and network issues.

Ensures adherence to asset management procedures and audit requirements. Responds to requests with a commitment to customer satisfaction, quality and accuracy.

Effectively provides appropriate referrals to other service areas. Evaluates and modifies daily processes to better serve the needs of the institution.

ESSENTIAL FUNCTIONS

• Manages User Services operations and staff including scheduling and assigning work, coaching, and assessing performance
• Leads the completion of unit goals, objectives and expectations
• Ensures support metrics and departmental service level agreements are met
• Ensures User Services adheres to asset management procedures and audit requirements
• Supervises campus level technical / network support provided while serving as an on-going technical resource
• Oversees the support of software, hardware, network, and peripheral devices
• Manages the completion of project proposals, work plans, goals, milestones, organized work teams and implemented deployment schedules
• Assists in administrating fixes and design modifications to workstations and printers or other peripherals
• Monitors supplies, maintains inventories, and ensures timely inspection / repair of computers and printers
• Leads the creation and updates for internal supported system documentation
• Ensures on-going User Services training of new software, asset inventory, hardware refresh, and helpdesk ticket SLA’s, as needed
• Assists with the preparation of monthly metrics and recommendations for ITS leadership to facilitate management decisions
• Assists with related budget monitoring and planning
• Performs other duties as assigned

REQUIREDQUALIFICATIONS

EDUCATION AND EXPERIENCE / TRAINING

• Bachelor’s Degree in a related fieldSignificant related experience may substitute for education
• Minimum of five years of professional IT experience
• Demonstrated experience supervising, planning, assigning, scheduling and ensuring the quality of the work of others
• Demonstrated experience making sound decisions that affect a work unit or team
• Demonstrated experience requiring diverse problem solving methods in a variety of situations

KNOWLEDGE,SKILL AND ABILITIES

• Ability to manage support personnel in an institutional setting
• Ability to understand and anticipate both end-user and team needs
• Ability to recommend process improvements to increase team efficiency and productivity
• Ability to make impactful decisions
• Ability to foster a partnership with customer care and technical support (HelpDesk)
• Ability to foster a team environment and work collaboratively
• Ability to work with executive leadership and end-users on training and support issues
• Ability to manage both a team and multiple projects in a deadline-driven environment
• Possess strong relationship building and diplomacy skills
• Possess basic knowledge of networking infrastructure
• Possess broad knowledge of operating systems (client and server)
• Possess strong organizational and time-management skills
• Possess excellent written, verbal and interpersonal communication skills
• Ability to research and analyze issues and develop solutions
• Ability to work accurately with great attention to detail
• Possess basic knowledge of standard software applications
• Demonstrated basic project management skills
• Demonstrated proficiency with Microsoft Office
• Ability to confidentially and discreetly handle subject matters requiring privacy and sensitivity
• Ability to develop and maintain relationships with key contacts to enhance workflow and quality
• Possess sensitivity to appropriately respond to the needs of a diverse population

COMPETENCIES

CRITICAL COMPETENCIES

• Service Focus
• Collaboration
• Continuous Improvement

VERY IMPORTANT COMPETENCIES

• Communication
• Adaptability

IMPORTANT COMPETENCIES

• Time Utilization
• Quality of Work

PREFERRREDQUALIFICATIONS

EDUCATION AND EXPERIENCE / TRAINING

• Master's degree
• Related industry standard certifications (, hardware, software, networking)
• Demonstrated experience with Banner student information and related student transaction systems
• Demonstrated experience with endpoint management tools (, SCCM, JAMF, Intune)

PHYSICALDEMANDS / WORKING CONDITIONS

The demandsdescribed here are representative of those that must be met by an employee tosuccessfully perform the essential functions of this job.

Reasonable accommodations may be made toenable individuals with disabilities to perform the essential functions.)

• The work is performed in a normal, professional office environment;
• The work area is adequately lighted, heated and ventilated;
• Typically, the employee may sit comfortably to perform the duties of the job and will perform repetitive motions with hands / fingers using a computer mouse and keyboard to type.
• However, there may be some walking; standing; bending; carrying of light items such as papers, files, pamphlets, books, etc.;
• Work may also require walking and standing in conjunction with travel to and attendance at meetings and conferences away from the worksite
30+ days ago