Managing Director of User Services
Classification
Exempt, Full-Time, 12-month
Department/Division
User Services/Business Affairs
Reports To
Associate VP of IITS and CIO
About King’s
King's College is a Catholic institution of higher education animated and guided by the Congregation of Holy Cross. King's pursues excellence in teaching, learning, and scholarship through a rigorous core curriculum, major programs across the liberal arts and sciences, nationally accredited professional programs at the undergraduate and graduate levels, and personal attention to student formation in a nurturing community.
We offer competitive total rewards, tuition remission for employees, 403(b) plans, and generous paid-time-off and holidays. Our culture is driven by our commitment to our mission, our community and our friendly, knowledgeable faculty and staff.
EEO Statement
King’s College does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service, or other non-merit factors. We celebrate diversity by fostering a welcoming and inclusive environment where each member of King’s College feels respected with a sense of belonging.
Job Function
The Managing Director of User Services is responsible for the leadership, coordination, evaluation, and delivery of technology services that support the needs of the campus community. Reporting directly to the Associate Vice President for Information and Instructional Technology Services and Chief Information Officer (AVP, CIO) this position oversees the effectiveness of the College’s service-oriented technology support model and continuously monitors and improves the end-user experience.
The position provides strategic and operational leadership for the Help Desk, Print Shop, Post Office, the Multi-Function Printer (MFP) fleet, student technology support in residence halls, computer lab services, user groups, and end-user support personnel. The position is also responsible for campus-wide technology procurement, software licensing and compliance, assessment of end-user satisfaction, evaluation and implementation of new technologies, and the development of student employees.
As a member of the IITS leadership team, the position collaborates closely with the Managing Director of MIS Services, the Managing Director of Infrastructure Services, and the AVP/CIO to advance the College’s technology strategy and service objectives.
Essential Elements
1. Provides strategic leadership and primary oversight of the User Services team, including all Help Desk, Print Shop, and Post office operations and personnel.
2. Provides an expert level of support for users of desktop computing.
3. Coordinates Information Services support and training across all levels of the institution.
4. Leads the development and execution of the User Services brand by effectively communicating the department's technology services, resources, support offerings, and capabilities to faculty, staff, and students, fostering awareness, engagement, and adoption of available solutions.
5. Assesses the effectiveness of User Services initiatives.
6. Oversee the Help Desk ticketing system and problem resolutions. Ensures positive end user experience.
7. Leads the evaluation and selection of desktop computing hardware and software.
8. Provides support for classroom instructional technology equipment.
9. Oversee the installation of college-owned desktop computing equipment and software.
10. Coordinates rollout of new PCs, laptops, cell phones, and printers, in accordance with applicable replacement schedules and associated licensing.
11. Advises faculty, students, and staff in the selection of desktop computer-related items for college use and administers the purchasing process.
12. Provides leadership in the development of standards for desktop computing hardware and software and maintaining adequate documentation of established standards.
13. Provides coaching, professional development opportunities, and performance evaluations for User Services staff.
14. Oversee the recruitment, selection, supervision, and training of the User Services team including student workers.
15. Remains current on new developments in the areas of hardware and software.
16. Manage departmental and campus technology P-Card purchases and allocations.
17. Responsible for the processing of invoices.
18. Maintain a well-informed staff.
19. Performs other duties as assigned.
Required Skills, Training, and Experience
· Ability to apply logical thinking in a wide range of problematic situations.
· Demonstrate an expert working knowledge of hardware, software, and instructional technologies.
· Possess the ability to adapt to new technologies.
· Strong interpersonal and communication skills.
· Ability to interpret and assess requirements and direct the planning and implementation of IT services.
· Employee development and performance management skills.
· Ability to prioritize and schedule work assignments.
· Ability to evaluate the use of technology in the classroom.
· A collaborative spirit with an appreciation for the mission of King's College.
Technical Knowledge
· Working knowledge of Intel / Windows and Macintosh desktop systems.
· Working knowledge of desktop management software.
· Working knowledge of multi-media technology.
· Working knowledge of troubleshooting technical problems
Minimum Education and Experience
· Bachelor's Degree or equivalent in Information Technologies. Advanced Degree preferred.
· Five years of related experience in an information technologies position supporting the end-user.
· Five years of experience in a college or university environment.
· A proven record of supporting students in a college or university environment.
Physical Conditions
High energy, fast-paced environment. Prolonged periods of standing in an upright position for continuous periods without being able to leave the work area and walking, carrying, reaching, lifting, pulling, and pushing objects from 50 to 75 lbs. regularly. Occasional nights, evenings, weekends or holidays as needed for outages/upgrades.
Please submit cover letter, resume and application (employment-app.pdf)
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: In person
