Desktop Support Services Manager

UO HR Website • Eugene, OR

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About The Position

Reporting to the Assistant Director for Information Technology, the Desktop Support Services Manager is responsible for planning, organizing and overseeing IT support for University Health Services. UHS IT support includes the following areas: service desk (help desk, call center and desktop support), knowledge-management, accounts and access-management, classroom support, and system administration duties. The incumbent in this position will require and use technical expertise to provide solutions while managing the administrative functions of the unit including management within an assigned budget and supervision of employees performing technical responsibilities. In conjunction with UHS Leadership, this position will help to ensure staff and students’ needs are met. The Desktop Support Services Manager will be responsible for management of services in respective areas, which includes maintaining high quality of services, recommending and implementing best practice/industry standards, meeting Service Level Agreements, identifying opportunities for improvement, retiring old services and starting new services. The Desktop Support Services Manager will be expected to provide support to the Assistant Director for Information Technology and work with other leadership within UHS to meet technology needs across the department. This position will be expected to work with both technical and non-technical users. Decisions made by this position have major impacts on the management and operations of specific areas within the university. This position may contribute to important goal setting, operation, and business decisions that affect the department’s ability to deliver services. It is expected that this position will ensure compliance with federal, state, and university policies and regulation, while maintaining appropriate internal controls. This position requires successful completion of a criminal background check and routine screening of Medicaid and Medicare Exclusion Lists. Employee loses eligibility for employment if on the List of Excluded Individuals and Entities (LEIE) and/or System of Award Management (SAM). In addition, employee must follow Compliance with UHS policies regarding tuberculosis screening, measles and mumps (MMR), seasonal flu, hepatitis B, and other immunization requirements.

Requirements

• Bachelor’s degree from an accredited college or university or equivalent knowledge and experience
• Three (3) years of experience managing an IT support service such as service desk (help desk and desktop support), computer lab management, knowledge management, or accounts and access management
• 1 year of management experience providing direct and indirect supervision, coaching and mentoring to information technology professionals or student-employees, or leading IT implementation projects
• Ability to work collaboratively with a team of diverse IT professionals, clients, and partners
• Experience establishing credibility and relationships with senior leadership, colleagues, and customers
• Ability to assess functional requirements and direct experience implementing appropriate technology, process, and management solutions
• Excellent problem-solving skills
• Ability to adapt to a rapidly changing technical environment
• Effective communication skills, including the ability to explain technical concepts to audiences with a wide range of technical skills
• Experience with and/or commitment to working effectively with individuals from diverse backgrounds, in support of an inclusive and welcoming environment

Nice To Haves

• Bachelor’s degree in Computer Science or related field
• Experience working in Information Technology within higher education
• Previous experience with evaluating and implementing customer facing Helpdesk or Service Desk services in a Higher Education environment
• Experience with developing and maintaining short-term and long-term plans and budgets for an IT team
• Experience with Information Technology Infrastructure Library (ITIL) or Information Technology Service Management (ITSM)

Responsibilities

• Planning, organizing and overseeing IT support for University Health Services.
• Managing the administrative functions of the unit including management within an assigned budget and supervision of employees performing technical responsibilities.
• Maintaining high quality of services, recommending and implementing best practice/industry standards, meeting Service Level Agreements, identifying opportunities for improvement, retiring old services and starting new services.
• Provide support to the Assistant Director for Information Technology and work with other leadership within UHS to meet technology needs across the department.
• Ensure compliance with federal, state, and university policies and regulation, while maintaining appropriate internal controls.

Benefits

• The University of Oregon is proud to offer a robust benefits package to eligible employees, including health insurance, retirement plans, and paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees