User Services Manager

User Services Manager | Tiffin University | Tiffin, OH

Responsible for day to day management of the User Services department, including Help Desk and Technical Support Specialists. This includes personnel management, scheduling of staff and student workers, desktop/laptop computer deployments, troubleshooting, help desk analytics, documentation, and customer satisfaction. Responsible for creating and maintaining processes and procedures to enable staff to deliver outstanding support to faculty, staff, and students. Helps with departmental purchasing and contract management.

Hours of operation are Monday – Friday, 8:00 am – 5:00 pm. Hours may vary

• Manage a team of User Services staff, including Help Desk and Technical Support Specialists
• Provide backup support at peak times of the year (new semesters)
• Hire, train, and track performance of staff members
• Manage End-User satisfaction through timely and efficient help desk ticket resolution, customer service surveys and demonstrating a proactive approach preparing staff members to support end-users
• Maintain Knowledge Bases and documentation
• Maintain process/procedure operational management documentation for all User Services areas
• Maintain interdepartmental relations through effective communications with other IT business units and user departments
• Responsible for assuring users are provided efficient and timely first and second level support
• Performs staff scheduling to ensure Help Desk coverage during normal business
• hours and on-call support as required
• Provides staff support for administrative tasks and projects relative to the Desktop, Media, Wide Area Network, Local Area Network and Telephony functions
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Maintains a central source of information enabling User Services staff and support technicians to recover outages with minimal disruption to expected service levels
• Invokes problem escalation procedures to coordinate recovery
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Ensures that decisions made to improve the overall customer support of the User Services department are continually carried through
• Coordinates training requirements of User Services personnel
• Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)
• Solves problems and makes daily decisions relative to User Services responsibilities. Ensures that effective User Services representation takes place for the coordination of work processes and projects with other departments and divisions
• Interfaces with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates prtinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
• Meets with IT technicians and reads industry related publications to remain abreast of technology advances and aid in the technology planning effort
• Accountable for meeting systems infrastructure or operational Service Level Agreements established
• Demonstrated management and decision‑making skills concerning Information Systems policies, processes, and procedures, with a proved track record of completing tasks and/or project within budget and on schedule
• Ability to manage multiple high priority initiatives in a fast paced highly technical environment
• Remains on‑call during off‑peak hours to respond to support service issues

• Associates Degree - preferred
• Prior experience in User Services
• Demonstrated excellence in teamwork, as well as written and oral communications
• Ability to work a flexible schedule as needed
• Orientation to detail and customer service
• Ability to lift up to 50lbs
• Must be able to sit and stand for long periods.
• Must be able to crawl under desk for any technological need
• Adherence to Dynamic Campus Core Values

• Bachelor’s Degree
• Prior experience as a manager of a User Services team