Director - User Services

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.

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

We offer exceptional benefits including, but not limited to the following:

  • Generous Vacation, Sick and Personal Time
  • Winter Recess Break in Addition to Paid Holidays
  • Healthcare, Dental, and Vision Insurance (Flexible Spending and Dependent Care Accounts)
  • Free On-Campus Fitness Facility Access and Discounts for On-Campus Wellness Programs
  • Employee Scholarships toward Certifications, Seminars, Training and Professional Development
  • 11% Employer Contribution to the 403(b) Retirement Plan
  • Salary Continuation Program in the event of Disability
  • Tuition Assistance Program for Employee, Spouse and/or Dependents

Note: All new hires of Union College are subject to a thorough education, work experience, and criminal history background check.

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