Manager of User Services

The manager of User Services supervises the Desktop, Audio Visual and Help Desk Teams. The manager provides leadership to these critical university resources. He/she will help to determine the mission of both teams; recruit, manage, and supervise the staff and student workers; and work with the IT Training staff and other IT professionals to determine and help design appropriate University-wide training programs. She/he will be responsible for equipment Procurement, Inventory Management, Desktop Ticket management, help desk software, for leading the design and maintenance of the help desk ticketing system, and for developing the appropriate metrics and tracking reports to ensure that User Services is meeting its assigned service levels.

Essential Job Responsibilities:

1.    User Services Management                                                                                           

• Take ultimate responsibility for all customer incidents submitted to the Help Desk and the Desktop teams. Responsible for the tracking and progress management of incidents and requests to a conclusion and in line with SLAs and quality standards.
• Create, maintain and ensure accurate inventory of all university hardware and software for department planning and replacement cycles.
• Manage critical customer incidents, associated customer communications and activities, and any appropriate escalations.
• Ensure that appropriate communication takes place both upwards and downwards within Information Technology. Ensure that appropriate communications takes place between User Services and its customers. Ensure that appropriate communication takes place between User Services and the other University service areas with which it works.
• Provide guidance and advice to team members regarding the workflows, methods, and tools for managing the service requests.
• Lead and develop internal networks, actively seeking to build productive and enduring relationships between teams from multiple areas to strengthen working relationships, foster collaboration, and improve service to a wide range of customers with a wide range of service requests.

2.    User Services Continuous Improvement                                       

• Work with the University’s service providers to ensure the performance of the Help Desk and the responsiveness of the Desktop team meet the needs of their customers. Ensure the both teams are continuously evolving and improving.
• Ensure that working practices and processes exist, are robust, wherever possible, are standardized and repeatable, and support User Services day-to-day activities. Ensure that these processes are continuously improving. Produce business cases to support team activities where appropriate.
• Build service relationships with clients, conduct service reviews for key clients, review performance reports, develop improvements to service quality and processes.
• Ensure that new service processes developed by the University’s service areas and software processes are effectively and efficiently integrated into the skill set of the User Services staff.
• Review areas for improvement, both personally and for User Services as a whole.
• Develop customer satisfaction surveys, monitor the results, and use them for improving the service levels of the User Services team.

3.    User Services Administration                                                                                                        

• Manage the incident tracking system (FootPrints).
• Identify and implement improvements to the incident tracking system to provide more effective and efficient service to our customers.
• Recruit, hire, manage, evaluate, and schedule User Services staff.
• Ensure that incidents and service requests are managed effectively to the appropriate SLA criteria.
• Using metrics and reports, determine which areas require further documentation and training. Work with appropriate service providers to develop documentation and training materials to help make our customers more self-reliant.
• Work with key Information Technology managers and the managers of the University’s service areas to identify changing patterns of need and delivery options.
• Work consistently on team building.
• Work student orientations and first night sessions of class
• Use resources as efficiently as possible.

Other Functions:

1.    Maintain professional competence.

2.    Other duties as assigned.

Minimum Job Requirements:

Education: A bachelor’s degree or equivalent experience.

Experience: Three (3) years of relevant experience, preferably in a higher-education setting

Specific Skills: 

• Demonstrated knowledge of service desk operations.

• Excellent communications skills.

• Demonstrated excellent customer service skills.

• Interpersonal/human relations skills.

• Ability to work with a diverse workforce and a diverse clientele.

• Organizational and analytical skills.

• Ability to maintain confidentiality.

• Ability to manage multiple tasks simultaneously.

• ITIL certification a plus.

Specific Knowledge, Licenses, Certifications: None

Supervisory Responsibility (if applicable): Supervises User Services Desk staff and student workers.

Working Conditions: Works in a normal office environment. May be required to cover weekend and non-prime shift hours. May be required to lift up to 40 pounds.