Director of User Services
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.
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.