User Services Manager

Commitment to Mission

This job carries with it the obligation to uphold the Mission of Lone Star College (LSC) in carrying out the duties of the position. A commitment to positive interpersonal behaviors, professional communication, integrity, leadership, stewardship, respect and accountability to LSC students and employees is essential.

The User Services Manager I will be responsible for effectively and efficiently managing OTS personnel, hardware, budget, and other resources in the technology support of faculty, staff and students to achieve success in the strategic goals and mission as set forth by Lone Star College. This position will manage OTS activities including the operational responsibility of Academics, Desktop Support, and A/V support teams in a small to medium campus environment.

This position is a member of a 24/7/365 global department.

• Manage the performance of full‑time and part‑time staff to ensure adequate coverage, completion of Service Level Agreements, adherence to established Standard Operating Procedures, and project completion; manage Technology Center Supervisors and subordinate part time staff in a small to medium campus operation.
• Understand IT processes and ensure staff work within those processes.
• Supervise the hiring, mentoring, disciplining, and termination of full‑time and part‑time staff.
• Participate in IT leadership activities, including meetings.
• Create and manage projects of varying size impacting multiple divisions or groups.
• Assist with budget proposals, tracking expenditures, and reporting; this includes involvement in IT‑related expenditures for other departments.
• Oversee the time management of full‑time and part‑time support staff to ensure coverage during campus hours, including time approvals and ensuring adequate staffing levels at two satellite campus locations.
• Verify the number and type of machines are correct to meet user needs and be fiscally sound in ordering computer warranty refresh.
• Meet with Division Operations Managers, Deans, and Vice Presidents to inform them of changes and ensure that the quality and expectations of services are being met.
• Consult with departments in assessing and recommending technology solutions to meet needs.
• Conduct annual performance reviews of full‑time employees.
• Serve as the Administrator for the HP Channel Services program for the entire system; this program reimburses Lone Star for warranty work done on LSC‑owned HP equipment.
• Keep staff current regarding overall IT strategic and business issues.
• Manage the distribution of hardware assets to be deployed during hardware refresh.
• Responsible for other related duties as required.

• Ability to use and learn new technical software applications (People Soft, SQL Developer, etc.).
• Attention to detail and ability to manage multiple tasks with overlapping time frames and deadlines.
• Strong initiative and analytical skills.
• Strong interpersonal and facilitation skills.
• Ability to set priorities and procedures.
• Strong problem solving abilities.
• Strong communication skills.
• High degree of judgment.
• Ability to understand all policies and procedures.
• Commitment to work collaboratively.
• Ability to work in a dynamic climate and maintain a positive attitude in a demanding work environment.

The work requires some physical exertion, such as long periods of standing; walking over rough, uneven or rocky surfaces; recurring bending, crouching, stooping, stretching, reaching or similar activities; or recurring lifting of moderately heavy items. The work may require specific, but common, physical characteristics and abilities, such as above average agility and dexterity.

• Equipment used includes PC workstation running on a LAN in Microsoft Windows and Mac environments, calculator, phone and other general office equipment.
• Interface with internal and external contacts as needed to carry out the functions of the position.
• Work is performed both indoors in a climate‑controlled office environment and outside in non‑climate‑controlled areas.
• May regularly travel to different LSC locations.
• May be fully…