User Services Manager

Duties and Responsibilities

• Manage a team of User Services staff, including Technical Support Specialists
• Provide backup support at peak times of the year (new semesters)
• Hire, train and track performance of staff members
• Manage End-User satisfaction through timely and efficient help desk ticket resolution, customer service surveys and demonstrating a proactive approach preparing staff members to support end-users.
• Maintain Knowledge Bases and documentation
• Maintain process/procedure operational management documentation for all User Services areas
• Maintain interdepartmental relations through effective communications with other IT business units and user departments
• Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
• Provides staff support for administrative tasks and projects relative to the Desktop, Media, Wide Area Network, Local Area Network and Telephony functions
• Maintains a central source of information enabling User Services staff and support technicians to recover outages with minimal disruption to expected service levels
• Invokes problem escalation procedures to coordinate recovery
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Ensures that decisions made to improve the overall customer support of the User Services department are continually carried through
• Captures training requirements of User Services personnel
• Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)
• Solves problems and makes daily decisions relative to User Services responsibilities
• Ensures that effective User Services representation takes place for the coordination of work processes and projects with other departments and divisions
• Interfaces with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
• Trains Technical Support Specialists and Student Workers
• Reads industry related publications to remain abreast of technology advances and aid in the technology planning effort
• Accountable for meeting systems infrastructure or operational Service Level Agreements established
• Remains on-call during off-peak hours to respond to critical service issues

Requirements

• Associate’s Degree in Computer Science or another IT related field. Bachelor's Degree is preferred
• Prior experience in User Services
• Demonstrated excellence in teamwork, as well as written and oral communications
• Ability to work a flexible schedule as needed
• Demonstrated management and decision-making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule
• Orientation to detail and customer service
• Must be able to lift 50 lbs as need to move equipment across the campus environment
• Must be able to sit for long periods at a time and or stand for long periods at a time
• Must be able to crawl under tables and or desks for wiring and cabling needs