The User Services Director will manage and direct all activities in support of our help desk services to faculty, staff, and students. The User Services Director must understand the needs of faculty, staff, and students and be able to provide best in class customer service support at all times through professional and courteous interactions within the ITS organization and with all stakeholders.
The help desk takes the call, initiates a trouble ticket, and either resolves the problem or triages the support request to technical support personnel. The User Services Director will track and monitor requests and serve as the liaison between the end user and issue resolution. The User Services Director will focus on anticipating the staffing and support needs associated with term starts, web access to registration, grades and other web-based student services.
Support and management of Help Desk, Desktop Technology, and Lab/Classroom Technology functional areas
Day-to-day oversight of all User Services activities as well as manages ongoing projects and tasks
Manage any IT staff or students and associated assignments to include Help Desk, Desktop Technology, and Lab/Classroom Technology
Provide project management for areas of responsibility
Ensure end user data is protected and recoverable
Ensure the necessary tools are available to onsite user support technicians for proactive and responsive services
Provide ongoing review of system operating requirements in alignment with budget planning
Provide up-to-date system and process documentation and inventories
Manage all related vendor support contracts for end user hardware and software
When necessary, work in concert with software and hardware vendors for problem resolution
Thoroughly understand multiple versions of the Windows desktop operating system as well as patch and imaging technologies
Have strong customer service skills and staff management experience
Good written and verbal communication skills required
Strong desktop technical background
Strong end user orientation
Staffs and trains team of technical support specialists for PC support, helpdesk support, and training support initiatives
Trains staff to help customers use products properly
Handles customer problems that appear to arise from the use of products or the services
Coordinates rollout of new PCs, laptops, printers, etc. in accordance with applicable replacement schedules as well as associated licensing
Completes, maintains, and processes pertinent paperwork and records
Plans and schedules levels of support
Bachelor's degree in Computer Science, Information Technologies or related field, or an equivalent combination of experience, education, and training
Demonstrated experience managing a team of customer service professionals
Experience with help desk ticketing systems and customer service workflow
Strong understanding of technical troubleshooting methodology
Ability to facilitate problem-solving among administrative groups with varying needs and priorities, and to communicate well with administrative users, technical staff, and senior management
Knowledge of applicable laws, guidelines or regulations as they relate to IT
Strong leadership, coaching and mentoring skills
Excellent oral, written, and interpersonal communication and presentation skills across organizational boundaries
Ability to work with a range of technical staff to develop joint solutions
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