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Assistant Director, User Support Services-Technical Services

Basic Position Information

Job Code: 3201

Title: Assistant Director, User Support Services-Technical Services

Department: User Support Services

Essential Personnel: N

Job Family: Technology Services

Job Sub-Family: User Support

FLSA Classification: E

Job Grade: 17

Grade Min: $72,265

Grade Mid: $88,524

UHD Succession Plan: N

Criticality of Position: N/A

Career Ladder: In-Range

Campus Security Authority: Y

Screening Committee: N

Motor Vehicle Record Check: N

Job Summary

The Assistant Director, User Support Services-Technical Services manages all technical systems including responsibility for overseeing research, development, implementation and support.

Duties

  • Oversees and manages technical systems including design, research, planning, development, risk management, forecasting, testing, implementation, and management of upgrades, change, and vendor support.
  • Provides technical leadership, project management, and broad technical expertise and works closely with IT management, all IT teams, students, faculty, and staff.
  • Troubleshoots, provides root cause analysis, identifies solutions, and resolves issues and constraints using sound judgment.
  • Conducts technical training sessions for IT staff , assists with the development of staff technical knowledge base, mentors staff, and contributes to talent development for UHD IT.
  • Establishes business processes and standards related to technical systems and review all work produced by development team to ensure work product meets established standards.

Marginal Duties

  • Performs all other duties as assigned.

Supervisory Responsibilities

Direct Reports:

  • Full Time Employees Part Time employees

Delegation of Work:

  • Regularly assigns work to subordinate(s)

Supervision Given:

  • Has primary responsibility for conducting performance evaluations and making recommendations for hiring and dismissing employees.

Qualifications

Required Education:

  • Bachelor's degree in Computer Information Systems or a related field

Required Experience:

  • Minimum of four (4) years of related job experience

License/Certification:

  • None required

Preferred Qualifications

  • Experience supervising technical staff
  • Technical project management experience

Knowledge, Skills and Abilities

Knowledge:

  • Knowledge of trends, issues, and accepted practices relevant to the position

Skills:

  • Strong analytical and problem solving skills
  • Excellent interpersonal and communication skills

Abilities:

  • Ability to train and manage personnel
  • Ability to manage multiple projects simultaneously
  • Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.

Work Location and Physical Demands

Primary Work Location:

  • Works in some or all of the following environments during the working day; office environment, classroom, training room, and computer laboratory, auditorium, and workshop.

Physical Demands:

  • Work is performed in a typical interior work environment which does not subject the employee to any unpleasant elements
  • Individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks.
  • Must have precise hand-eye coordination and the ability to identify and distinguish colors.
  • Must have the ability to move items of up to 25lbs.

Position Specific Competencies

Commitment to Excellence - UHD

  • Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
  • Continuously strives to improve work performance.
  • Accepts responsibility for his/her commitments to the university.
  • Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Respect and Cooperation

  • Treats others with courtesy, respect, and dignity in the workplace.
  • Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Integrity

  • Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
  • Accepts responsibility for his/her actions.
  • Respects and complies with department and university policies, procedures, and work rules.

Proficiency

  • Possesses required job skills and knowledge.
  • Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Dependability

  • Takes responsibility to accomplish job assignments within reasonable deadlines.
  • Willing to accept new projects and/or commitments.
  • Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
  • Arrives to work on time prepared and ready to contribute.

Flexibility

  • Willingly adjusts to changing work assignments or conditions.
  • Open to changes in operational procedures, technology, and/or organizational structure.
  • Views changes as opportunities for learning and professional development.
  • Displays a positive attitude to encourage others.
  • Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Problem Solving

  • Formulates plans and strategies to proactively resolve anticipated problems.
  • Prudently responds to unforeseen problems through careful consideration and analysis of problem and relevant information and circumstances.
  • Recognizes and apprises appropriate university administrator when resolution requires senior management input and/or approval.

Supervision

  • Supervises the work of staff employees.
  • Sets clear goals and expectations within reasonable timeframes.
  • Motivates staff through constructive feedback, challenging assignments, and recognition of achievements.
  • Provides mentorship and guidance by sharing expertise and best practices.
  • Supports staff by providing essential resources, professional development opportunities, and open communication.
  • Promptly addresses performance issues with appropriate measures and discretion.

Focus on Customer Service

  • Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
  • Respectfully ascertains customer's needs and determines appropriate response.
  • Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
  • If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
  • Follows up with customers on outstanding requests in a timely manner.
  • Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Technical Expertise

  • Possesses comprehensive knowledge and skills in a technical area.
  • Effectively applies expertise to troubleshoot existing systems and develop solutions with existing technology.
  • Competent to learn new technologies and integrate them with existing technology.
  • Willing to share expertise and provide technical assistance to others.

Building External Relationships

  • Demonstrates the ability to build rapport and develop relationships with external constituents.
  • Displays a genuine interest in constituents' ideas and concerns, and pursues mutual interests and aspirations between the university and external constituents.
  • Builds trust and forms alliances through shared respect and cooperation.

Computer/Automated System Proficiency

  • Proficient in the use of university applications or automated systems to perform job duties.
  • Complies with related policies, procedures, and work rules to maintain system security and data integrity.

This job description may not encompass all duties and responsibilities associated with the position.

Last updated 6/15/2022 1:21 PM