Manager of User Services and Classroom Support I

Summary:

Charged with oversight of the creation and operation of an information technology user service structure, in support of the use of the broad range information technology by students, faculty, and staff of the University. Develop, deploy and manage a leveraged support environment featuring services designed to allow maximum effectiveness of the central IT support function, departmentally-based IT support providers, and users themselves through online support environments, all of which will work in concert to meet the overall need for IT support for the institution. This position will report to the Director of User Services and Classroom Support and peers with directors of other departments of the central IT organization responsible for Administrative and Research Computing, Enterprise Network Services, and the Center for Teaching and Learning with Technology.

Duties and Responsibilities:

1. Performs general problem solving and assistance on diverse software applications and hardware systems for department users.

2. Identify relevant information to develop solutions or approaches and develop solutions requiring in-depth analysis.

3. Provides in-depth technical assistance and maintenance support to departmental end users.

4. Documents projects; writes and maintains user instructions.

5. Provides technical leadership for research and development initiatives and in the implementation of new technologies.

6. Maintains knowledge of current technological developments/trends in area of expertise.

7. May review, evaluate, and make recommendations on proposals for hardware or software acquisitions.

8. May supervise or provide functional direction to lower graded staff and/or student employees performing the same or similar type of work.

9. Performs miscellaneous job-related duties as assigned.

Minimum Position Requirements (including certifications, licenses, etc.):

Master’s degree in Technology or computer-related degree or a combination of related education and Customer Service experience, applications programming, user support services, classroom technology, distance education or related field with at least three (3) years experience in the management of end user services department. PREFERRED: At least five (5) years experience in the administration of customer services department in a higher education environment. Experience with Web technologies and thorough knowledge of Microsoft Productivity tools will be helpful.

Essential Functions:

· Knowledge of computer/computational science, data analysis, and programming technologies, concepts, and techniques.

· Knowledge of a specific area of science, engineering, and/or technology.

· Ability to specify and develop computer programs using a range of programming languages.

· Ability to develop, implement, install, test, and troubleshoot complex applications software.

· Ability to record, track, and document resolution of user problems by means of problem reporting database software.

· Ability to develop technical documentation for training, software/hardware use, user procedures, and as-required project deliverables.

· Ability to evaluate and interpret end user information requirements, and to develop appropriate systems and/or applications solutions.

· Ability to effectively communicate complex technical concepts, both verbally and in writing.

· Knowledge of customer service standards and procedures.