Posting Title Director, User Services and Classroom Technologies
Overview Technology Services supports the University by providing access to high quality, state-of-the-art, computing, communications, and information resources encompassing instructional, research and administrative needs.The role of the User Services group includes customer service and technical support; project management for large or inter-divisional information technology projects, including installing and maintaining classroom technology; and planning for and implementing new or enhanced technologies.
Establishes procedures and structure that produce high quality user services delivery. Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues. Oversees user services projects, and customer service operations. Aligns user services and classroom technologies activities and initiatives to support and enhance the objectives of the organization. Serves as an institutional point of contact to Technology Services to understand and detail functional requirements as a customer advocate. Creates functional strategies and specific objectives, and develops budgets, policies, procedures to support the user services functional infrastructure. Manages staff.
Maintain effective technology customer service for the University community • Develop and implement Technology Services customer service procedures. • Set performance standards to meet customer service goals. • Oversee customer issues and ensure effective and long-term problem resolution. • Monitor programs and procedures to ensure on-time delivery and customer satisfaction. • Act as a resource in resolving customer issues brought to Technology Services by utilizing excellent knowledge of University processes and strong communication skills.
Analyze complex business needs presented by the user community and/or clients, recommend technical solutions for purchase, and coordinate IT Governance participation by Technology Services • Serve as a customer advocate by being their point of contact for technology requests. • Work with stakeholders and relevant university offices to determine costs, timeline, funding, staffing requirements, and goals of projects proposed by the user community. • Identify opportunities to improve instructional technology and web systems and utilize emerging technologies to satisfy university business needs. • Investigate technology solutions and select architectures that best meet the specified business needs. • Determine the gaps between the current and the target architecture and develop plans for transitioning to target architecture. • Perform the planning and business processes necessary to obtain project and budget approval to implement the solution. • Provide oversight and management of the portfolio of services and major activities of Technology Services. • Coordinate Technology Services participation in IT Governance and Departmental Technology Representative meetings and shepherd proposed projects through the IT Governance process. • Provide feedback to Technology Services leadership regarding service failures or customer concerns
Carry out the full range of Program Development and Project Management • Plan and schedule the installation of new or modified User Services systems or services. • Define project scope, requirements, and deliverables and develop project plans to meet objectives. • Coordinate project activities, ensuring that projects remain on schedule and that work accomplished meets specifications. • Manage project resources, including any third party contractors or service providers. • Take corrective actions when problems arise. • Effectively communicate relevant project information to the supervisor, and to stakeholders. • Ensure appropriate documentation including inventory, configuration settings and operational procedures is written and maintained.
Define and execute the total breadth of activity required to ensure the continuous availability of User Services. • Develop, document and implement operational procedures, and ensure that established operational procedures are followed and that problems are quickly resolved. • Manage the installation and integration of technology fixes, updates, and enhancements, including use of change management processes and procedures. • Ensure the rigorous application of information security/information assurance policies, principles, and practices in the delivery of technology solutions. • Ensure systems availability, functionality, integrity, and efficiency by monitoring and tracking health, security and performance of user services and related technology. Take appropriate action to prevent end user impact.
Manage staff Ensure implementation of the goals and objectives of the User Services group through effective management of employees. Activities include: • Ensure that work to be accomplished by subordinates is planned, that goals are established and priorities are set and adjusted as needed, and that schedules for completion of work are developed. • Oversee work of subordinate employees. • Encourage and facilitate cooperation within the organization and with client groups. • Give advice, counsel, or instruction to employees on both work and administrative matters. • Effect disciplinary measures, such as warnings and reprimands. • Interview candidates for positions and recommend appointment, promotion, or reassignment to such positions. • Evaluate job performance of subordinate employees at regular intervals specified by the CIO.
Qualifications A Bachelor's Degree or five (5) years of material, demonstrated experience in a related field in lieu of education. Ten (10) years' experience in the user services/customer service field. Five (5) years' supervisory experience. Project management certification, e.g., PMP, IT service management certification, e.g., ITIL is highly desirable. Excellent oral and communication skills, business acumen, analytical skills, planning and organizational skills, people management skills, decision-making skills, strategic thinking skills and technology awareness.
Knowledge of, and skill in applying, the following: • IT concepts, principles, methods, and practices • Customer service principles and methods, comfortable with ITIL terminology required • Information security principles and methods • Principles, methods, and tools for developing, scheduling, coordinating, and managing Programs and resources • Instructional technology principles and methods • New and emerging information technologies and/or industry trends • Learning management systems, especially Blackboard Learn • Instructional technologies, especially synchronous communication systems, lecture-capture systems, audio-video services such as Zoom and Google Meet