Job Listing

POSTED: January 16, 2019

Director of User Services

Human Resources |
Wesleyan University
Middletown, CT
Full time
Senior/Mid Level Management

Reporting to the Deputy CIO, the Director of User Service will model a climate of exceptional customer service through consistent communication and follow through. This position is responsible for the leadership and management of the Desktop Support and Service Center teams.

The desktop support team is responsible for configuration, deployment, diagnosis, resolution, and escalation of technology issues for faculty and staff. They manage the life cycle of university provided hardware and maintain the replacement cycle.
The service center is responsible for the timely diagnosis and repair of hardware for faculty, staff, and students. The service center also houses the procurement specialist who manages the acquisition of Wesleyan-owned IT assets.
Responsibilities include:

Oversees the operation through effective personnel management and alignment of skill sets with tasks and projects.

Prioritize and distribute workload and work with all units of ITS to facilitate problem solving, and locate
appropriate resources to support the user community including stewardship of allocated operating and capital

Provide input on the configuration and deployment of user devices as well as procedures for application
distribution used by the Software Deployment Engineer.

As an IT leader, oversee strategic projects that directly affect the user community at large and is responsible for
regular communication with the campus community as to status of issues and projects.
Work with the Academic Technology team to develop support strategies that meet the research and instruction
needs of the faculty.

Monitor and provide reports from the ITSM platform (ServiceNow), making recommendations regarding service
delivery, equipment configuration, and technology training.

Perform related duties as needed.

At least 2 years management experience Extensive knowledge of computer hardware, including desktops, laptops, tablets, and mobile devices. Mac and PC troubleshooting experience Demonstrated progressive experience managing complex support environments. Outstanding written and oral communication skills Experience with an ITSM system (e.g.: ServiceNow) Proficiency with MS Office, Mac OS, Windows OS Proficiency with Office 365 and Google Apps Demonstrated commitment to work within a diverse environment and interact openly with individuals of different backgrounds Preferred Qualifications Knowledge of SCCM and software deployment technologies Experience managing budgets Experience in education or higher education IT Demonstrated experience with performance metrics and reporting Training experience
Bachelor’s Degree and at least 5 years of experience in IT end user support or an equivalent amount of education, training and experience.
Wesleyan University, founded in 1831, is a diverse, energetic liberal arts community where critical thinking and practical idealism go hand in hand. Our student body of approximately 3,000 undergraduate and 200 graduate students is housed on a beautiful 316-acre historic New England campus that offers the comfort of an intimate and collaborative learning environment supported by renowned faculty, cutting-edge facilities, and unique research opportunities. With our distinctive teacher-scholar culture, creative programming, and commitment to interdisciplinary learning, Wesleyan challenges students to explore new ideas and change the world. Our graduates go on to lead and innovate in a wide variety of industries, including government, business, entertainment, and science.