User Services Manager

Dynamic Campus • Saint Paul, MN

3d • Onsite

About The Position

The User Services Manager is responsible for the day-to-day management of the User Services department, including Help Desk and Technical Support Specialists. Duties include personnel management, scheduling of staff and student workers, desktop/laptop computer deployments, classroom technology support, troubleshooting, help desk analytics, documentation, and customer satisfaction. Responsible for creating and maintaining processes and procedures to enable staff to deliver outstanding support to faculty, staff, and students. Helps with departmental purchasing and contract management.

Requirements

• Prior experience in User Services
• Demonstrated excellence in teamwork, as well as written and oral communications
• Ability to work a flexible schedule as needed
• Orientation to detail and customer service
• Must be able to lift 50 lbs as needed 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
• Other duties assigned

Responsibilities

• Manage a team of User Services staff, including Help Desk and 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
• Prepare 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
• Assure users are provided efficient and timely first and second level support
• Perform staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
• Provide staff support for administrative tasks and projects relative to the Desktop, Media, Wide Area Network, Local Area Network and Telephony functions
• Monitor problem management database and follow up with assigned personnel to ensure timely resolution of problems
• Maintain a central source of information enabling User Services staff and support technicians to recover outages with minimal disruption to expected service levels
• Invoke problem escalation procedures to coordinate recovery
• Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Ensure that decisions made to improve the overall customer support of the User Services department are continually carried through
• Coordinate training requirements of User Services personnel
• Accurately communicate pertinent information
• Assist in the development and implementation of quality improvement programs for assigned department(s)
• Solve problems and make daily decisions relative to User Services responsibilities
• Ensure that effective User Services representation takes place for the coordination of work processes and projects with other departments and divisions
• Interface with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department
• Resolve problem situations in a professional manner
• Accurately communicate pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
• Meet with Technical Support Specialists and Student Workers
• Read industry-related publications to remain abreast of technology advances and aid in the technology planning effort
• Be accountable for meeting systems infrastructure or operational Service Level Agreements established
• Demonstrate management and decision-making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or projects within budget and on schedule
• Manage multiple high priority initiatives in a fast-paced highly technical environment
• Remain on-call during off-peak hours to respond to critical service issues
• Perform other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed