Information Technology User Services Manager
User Services Leadership and Operations
The IT User Services Manager manages the day-to-day operations of the University's IT User Services and support services. They supervise, train, mentor, and evaluate User Services staff, student workers, and technical support personnel. They establish service standards, performance expectations, and operational procedures for User Services operations. They monitor ticket queues, service requests, and incident resolution to ensure timely and effective support. They coordinate staff schedules and coverage to ensure consistent support during business hours and special campus events. They escalate complex technical issues to appropriate IT personnel and monitor progress through resolution.
Service Management and Continuous Improvement
The IT User Services Manager develops, implements, and maintains User Services policies, procedures, workflows, and service-level expectations. They evaluate and recommend User Services software, ticketing systems, knowledge management platforms, and support tools. They identify opportunities to improve service delivery, efficiency, and customer satisfaction. They establish and maintain service metrics, dashboards, and reporting tools to measure operational effectiveness. They analyze trends, recurring issues, and support data to recommend technology and process improvements. They document and maintain technical documentation, support procedures, knowledge base articles, FAQs, and user guides. They ensure documentation remains current, accurate, and accessible to users and IT staff. They support the development of self-service resources that promote user independence and reduce support requests.
Customer Service and User Support
The IT User Services Manager promotes a customer-focused service culture aligned with the University's mission and values. They respond to escalated service concerns and assist with complex support issues. They conduct user outreach and training related to technology resources and support services. They collaborate with faculty, staff, and students to understand technology needs and improve service delivery. They ensure a positive user experience through effective communication and responsive support.
Reporting and Assessment
The IT User Services Manager designs and generates reports measuring User Services performance, including ticket volume and resolution rates, response and resolution times, customer satisfaction metrics, service trends and recurring issues, staff productivity and workload distribution. They present operational reports and recommendations to IT leadership. They utilize data analytics to support strategic planning and resource allocation.
Technology Support
The IT User Services Manager maintains broad knowledge of University-supported hardware, software, applications, classroom technologies, and network services. They assist with troubleshooting and resolution of complex technical issues as needed. They support technology deployments, upgrades, and campus-wide initiatives. They participate in IT projects and strategic technology planning efforts.