Director, User Services Information Technology

• Oversees strategic and operational leadership of information technology user support services to include the Information Technology Help Desk, the Open Computer Labs, Information Technology training and end user computer support

• Manages a team of technology specialists for end-user computer support to include installation, upgrades, patch management, software rollout, system tuning, trouble shooting, capacity planning and printer administration

• Works with IT leadership to develop budgets for service expenses to include student workers, operational costs and equipment replacement

• Embraces and promotes modern workplace and mobile solutions to enable the faculty, staff and students to effectively use technology from anywhere and at any time

• Works with the Assistant Vice President for Information Technology and the Help Desk Supervisor to select and implement a Help Desk ticketing system as well as the processes and protocols enabling the IT Help Desk function

• Promotes, measures and ensures IT support teams provide high levels of customer service

• Provides consultation services pertaining to the implementation of end-user computing

• Assesses the needs of faculty, staff and students, as well as evaluating quality of service

• Maintains an inventory of current software applications, their current release and version levels

• Maintains an inventory of over 3,500 desktop and laptop computers and plans for computer replacement for faculty, staff and labs

• Works with vendor(s) to order new computers and replace/repair faulty computers

• Develops and implements training plans for commonly used campus software applications such as Microsoft Office and Office 365 tools as well as the appropriate use of end-user technologies

• Develops, maintains and communicates computing standards, procedures and policies. Ensures technical documentation and standard operating procedures are created and maintained

• Works with IT leadership to prepare Requests for Proposals (RFP's) for equipment and services, select vendors, receive and review bids, and negotiate final agreements

• Works with IT leadership to determine impact of proposed changes in hardware or software on university operations and services

• Ensures all unit staff comply with University policies, IT controls and Federal and State laws

• Maintains an IT Support website

• Bachelor's degree in computer science, information technology or related field

• Five to ten years of help desk experience supporting a large community

• Ability to develop, document and implement procedures for supporting end-user computing needs

• Three or more years of supervision experience

• Proficient with MS Windows and other operating systems

• Hands-on work experience installing desktop operating systems and applications

• Hands-on work experience troubleshooting desktop computer problems

• Experience and knowledge of computer network

• Relevant work experience in higher education or closely related area

• IT Project Management experience

• Strong verbal and written communication skills

• Able to work effectively and politely with people from all types of backgrounds and experience, while keeping an even disposition

• Demonstrated commitment to a diverse work environment, including working with multi-cultural populations and an understanding of, and sensitivity to, issues affecting women and minorities

To Apply: Complete the online application by clicking on the APPLY button at the top of the page. You will need to submit the following in order for your application materials to be complete.

• letter of interest addressing all position qualifications
• current resume
• names and contact information of three professional references