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Director of User Services

Posted: August 3, 2020
Description
Skills
Education
Company Description

The Director coordinates the efforts of the User Services staff, including personnel and financial management. This position is responsible for overseeing support for all campus constituencies (faculty, staff, and students) by assessing, analyzing, and identifying sources of technical problems and working closely with ITS colleagues to implement appropriate technical solutions. In addition, this position is responsible for the management of the Tier 1 (including ITS Help Desk) and Tier 2 User Services groups, including training, staffing and assessment of effectiveness. This position is also responsible for managing the equipment lifecycle replacement workflow, including defining standards, purchasing, configuration and distribution.

Minimum of 5 years of successful management experience in a service-oriented technology environment. Strong knowledge of Windows and Apple client hardware and operating systems. Experience introducing performance metrics and data as a basis of operational analysis and decision making. Strong leadership, coaching and mentoring skills. Experience with help desk ticketing systems and customer service workflow, experience with TeamDynamix is desirable. Strong interpersonal and communication skills with the ability to communicate to a diverse group of student, faculty and staff clients. Demonstrated planning and organizational skills required; background in project management beneficial. A working knowledge and understanding of the computing environment that exists in an academic community. Experience working in a team-oriented, collaborative environment. Help Desk Institute Certification(s) such as HDI Support Center Team Lead or HDI Support Center Director are desirable along with a knowledge of the ITIL framework.

Bachelor's degree required, preferably in Computer Science, Management Information Systems or Business Administration. Master’s degree preferred.

Union College Officially chartered in 1795, Union College is the fifth-oldest liberal arts college in the country. Located in the Capital District of New York State, Union is a highly selective residential and undergraduate college, home to 2,200 students and 220 faculty, and offering 44 majors. Union was the first liberal arts college to rethink the traditional liberal arts education and adopt an engineering curriculum. That pioneering approach continues today with an education that encourages students to work beyond the limits of disciplinary boundaries, allowing them to think globally and lead innovatively in a world where problem solving requires breadth across humanities, arts, social sciences, science, and engineering. Diversity at Union College Union College is an equal opportunity employer and strongly committed to student and workforce diversity. Increasing diversity on campus is a critical priority for Union, one that is integral to our mission of preparing students for a globally interconnected world. Union provides a blend of intellectual, social and cultural opportunities to facilitate the integrated academic, social and personal development of a diverse community. We value and are committed to a host of diverse populations and cultures including, but not limited to, those based on race, religion, disability, ethnicity, sexual orientation, gender, gender identity, national origin and veteran status. Union College is committed to providing access and will provide reasonable accommodation in its application process to individuals with disabilities that request such accommodations. Non-Discrimination Policy Union College will not discriminate in the recruitment or selection of faculty and employees, or in any other area of employment, on the basis of age, sex, race, national origin, religion, religious belief, disability, sexual orientation, gender identity or expression and veteran status. In this regard, opportunities for advancement will be made available without bias. The College is also subject to state and federal laws, supports efforts to attract and retain fully qualified women and other minority group members for faculty and other positions. Union College will comply with the letter and intent of all State and Federal laws and applicable orders pursuant to Equal Employment Opportunity and Affirmative Action.

Description

The Director coordinates the efforts of the User Services staff, including personnel and financial management. This position is responsible for overseeing support for all campus constituencies (faculty, staff, and students) by assessing, analyzing, and identifying sources of technical problems and working closely with ITS colleagues to implement appropriate technical solutions. In addition, this position is responsible for the management of the Tier 1 (including ITS Help Desk) and Tier 2 User Services groups, including training, staffing and assessment of effectiveness. This position is also responsible for managing the equipment lifecycle replacement workflow, including defining standards, purchasing, configuration and distribution.

Skills

Minimum of 5 years of successful management experience in a service-oriented technology environment. Strong knowledge of Windows and Apple client hardware and operating systems. Experience introducing performance metrics and data as a basis of operational analysis and decision making. Strong leadership, coaching and mentoring skills. Experience with help desk ticketing systems and customer service workflow, experience with TeamDynamix is desirable. Strong interpersonal and communication skills with the ability to communicate to a diverse group of student, faculty and staff clients. Demonstrated planning and organizational skills required; background in project management beneficial. A working knowledge and understanding of the computing environment that exists in an academic community. Experience working in a team-oriented, collaborative environment. Help Desk Institute Certification(s) such as HDI Support Center Team Lead or HDI Support Center Director are desirable along with a knowledge of the ITIL framework.

Education

Bachelor's degree required, preferably in Computer Science, Management Information Systems or Business Administration. Master’s degree preferred.

Company Description

Union College Officially chartered in 1795, Union College is the fifth-oldest liberal arts college in the country. Located in the Capital District of New York State, Union is a highly selective residential and undergraduate college, home to 2,200 students and 220 faculty, and offering 44 majors. Union was the first liberal arts college to rethink the traditional liberal arts education and adopt an engineering curriculum. That pioneering approach continues today with an education that encourages students to work beyond the limits of disciplinary boundaries, allowing them to think globally and lead innovatively in a world where problem solving requires breadth across humanities, arts, social sciences, science, and engineering. Diversity at Union College Union College is an equal opportunity employer and strongly committed to student and workforce diversity. Increasing diversity on campus is a critical priority for Union, one that is integral to our mission of preparing students for a globally interconnected world. Union provides a blend of intellectual, social and cultural opportunities to facilitate the integrated academic, social and personal development of a diverse community. We value and are committed to a host of diverse populations and cultures including, but not limited to, those based on race, religion, disability, ethnicity, sexual orientation, gender, gender identity, national origin and veteran status. Union College is committed to providing access and will provide reasonable accommodation in its application process to individuals with disabilities that request such accommodations. Non-Discrimination Policy Union College will not discriminate in the recruitment or selection of faculty and employees, or in any other area of employment, on the basis of age, sex, race, national origin, religion, religious belief, disability, sexual orientation, gender identity or expression and veteran status. In this regard, opportunities for advancement will be made available without bias. The College is also subject to state and federal laws, supports efforts to attract and retain fully qualified women and other minority group members for faculty and other positions. Union College will comply with the letter and intent of all State and Federal laws and applicable orders pursuant to Equal Employment Opportunity and Affirmative Action.

Position Overview

Company

Union College

Location

Schenectady, NY

Job Type

Full time

Apply Now

Listing Contact

Ellen Yu

yue@union.edu

Position Details

Description

The Director coordinates the efforts of the User Services staff, including personnel and financial management. This position is responsible for overseeing support for all campus constituencies (faculty, staff, and students) by assessing, analyzing, and identifying sources of technical problems and working closely with ITS colleagues to implement appropriate technical solutions. In addition, this position is responsible for the management of the Tier 1 (including ITS Help Desk) and Tier 2 User Services groups, including training, staffing and assessment of effectiveness. This position is also responsible for managing the equipment lifecycle replacement workflow, including defining standards, purchasing, configuration and distribution.

Skills and Experience

Minimum of 5 years of successful management experience in a service-oriented technology environment. Strong knowledge of Windows and Apple client hardware and operating systems. Experience introducing performance metrics and data as a basis of operational analysis and decision making. Strong leadership, coaching and mentoring skills. Experience with help desk ticketing systems and customer service workflow, experience with TeamDynamix is desirable. Strong interpersonal and communication skills with the ability to communicate to a diverse group of student, faculty and staff clients. Demonstrated planning and organizational skills required; background in project management beneficial. A working knowledge and understanding of the computing environment that exists in an academic community. Experience working in a team-oriented, collaborative environment. Help Desk Institute Certification(s) such as HDI Support Center Team Lead or HDI Support Center Director are desirable along with a knowledge of the ITIL framework.

Education

Bachelor's degree required, preferably in Computer Science, Management Information Systems or Business Administration. Master’s degree preferred.

Company Description

Union College Officially chartered in 1795, Union College is the fifth-oldest liberal arts college in the country. Located in the Capital District of New York State, Union is a highly selective residential and undergraduate college, home to 2,200 students and 220 faculty, and offering 44 majors. Union was the first liberal arts college to rethink the traditional liberal arts education and adopt an engineering curriculum. That pioneering approach continues today with an education that encourages students to work beyond the limits of disciplinary boundaries, allowing them to think globally and lead innovatively in a world where problem solving requires breadth across humanities, arts, social sciences, science, and engineering. Diversity at Union College Union College is an equal opportunity employer and strongly committed to student and workforce diversity. Increasing diversity on campus is a critical priority for Union, one that is integral to our mission of preparing students for a globally interconnected world. Union provides a blend of intellectual, social and cultural opportunities to facilitate the integrated academic, social and personal development of a diverse community. We value and are committed to a host of diverse populations and cultures including, but not limited to, those based on race, religion, disability, ethnicity, sexual orientation, gender, gender identity, national origin and veteran status. Union College is committed to providing access and will provide reasonable accommodation in its application process to individuals with disabilities that request such accommodations. Non-Discrimination Policy Union College will not discriminate in the recruitment or selection of faculty and employees, or in any other area of employment, on the basis of age, sex, race, national origin, religion, religious belief, disability, sexual orientation, gender identity or expression and veteran status. In this regard, opportunities for advancement will be made available without bias. The College is also subject to state and federal laws, supports efforts to attract and retain fully qualified women and other minority group members for faculty and other positions. Union College will comply with the letter and intent of all State and Federal laws and applicable orders pursuant to Equal Employment Opportunity and Affirmative Action.

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