Assistant Director of User Services

About Vassar College 
Located in the scenic Mid-Hudson Valley, Vassar College is a highly selective, residential, coeducational liberal arts college. Vassar is strongly committed to fostering a community that reflects the values of a liberal arts education and to promoting an environment of equality, inclusion and respect for difference. Vassar College is an affirmative action, equal opportunity employer, and applications from members of historically underrepresented groups are especially encouraged. Vassar College is a smoke free/tobacco free campus.

Position Summary and Responsibilities
Vassar's IT User Services department is seeking qualified candidates for the position of Assistant Director. Reporting to the Director of User Services, the Assistant Director of User Services will be responsible for managing the day to day operations of the User Services Consultants.

User Services is one of the four major operational units of Vassar Computing and Information Services (CIS), responsible for Desktop Support, Service Desk, Media Resources, ID Card Office, and Computer Store. CIS is the central information technology operations and strategy division of Vassar, providing the college with infrastructure services, academic technology, enterprise applications, research computing, IT policy and governance, information security, and general technology support.

Responsibilities:

• Supervise the day to day operations of the User Services Consultants.

• Manage incidents assigned to User Services Consultants, including communicating to clients, meeting Service Level Agreements (SLA), ticket categorization, resolution and metrics.

• Coordinate Desktop Support with User Services management, the Service Desk and Service Desk supervisor

• Manage the yearly desktop Allocation process, including inventory

• Maintain appropriate levels of proficiency of desktop support personnel and technical staffing coverage

• Manage issues associated with the day to day "field" customer service process

• As assigned, assess and improve the customer service processes associated with desktop support in collaboration with management and the service desk

• Other duties as assigned.

Qualifications 
Required: Bachelor's degree and five years of related experience, or an equivalent combination of education and experience; advanced desktop support skills including Windows, Macintosh, printers, MS Office, Google Apps, ITIL, Incident Management. Preferred: ITIL certification, advanced degree in information systems, or other related field; personnel management experience; higher education and/or non-profit experience. Successful candidates will demonstrate the ability to: navigate any complexity that may arise in business processes and relationships, deliver on commitments, communicate effectively both verbally and in writing; work effectively and collaboratively on teams; and pay close attention to SLAs.

Required Applicant Documents 
Resume 
Cover Letter 
Contact Information for 3 References 

Optional Applicant Documents

Special Instructions to Applicants 
To complete your online application, you will be required to attach your resume, contact information for three professional references, and a cover letter. Please include your salary requirements in your cover letter. Position will remain open until filled.

For full consideration applicants should apply by:

Anticipated Start Date:

Anticipated End Date (If Applicable):

To Apply 
All applicants must apply online at: https://employment.vassar.edu.

Vassar is strongly committed to fostering a community that reflects the values of a liberal arts education and to promoting an environment of equality, inclusion and respect for difference. Vassar College is an affirmative action, equal opportunity employer, and applications from members of historically underrepresented groups are especially encouraged.

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