Skip to main content

Associate Director, User Support Services

Basic Position Information

Job Code: 3908

Title: Associate Director, User Support Services

Department: User Support Services

Essential Personnel: N

Job Family: Technology Services

Job Sub-Family: User Support

FLSA Classification: E

Job Grade: 18

Grade Min: $80,937

Grade Mid: $99,147

UHD Succession Plan: N

Criticality of Position: N/A

Career Ladder: Pre-Defined

Campus Security Authority: Y

Screening Committee: N

Motor Vehicle Record Check: N

Job Summary

The Associate Director, User Support Services assists with all aspects of technology support including planning and managing resources; budget review and allocation, directing Service Desk operations, managing technical support staff, overseeing University wide projects, researching, identifying, and implementing new technology.

Duties

  • Oversees and manages Service Desk operations, reviews progress, and directs resources as necessary.
  • Manages University wide technology, supports projects including University desktop project, works with students, faculty and staff on IT projects
  • Supervises, assigns work, hires, schedules, trains, develops, evaluates, and directs personnel
  • Conducts service assessment and user surveys, provides reports to IT leadership, analyzes UCCX call statistics. Plans and implements continuous improvement processes
  • Researches new technology and evaluates, tests, and documents new software applications, hardware, and procedures.
  • Monitors and distributes incoming technical calls; assists with troubleshooting and evaluating technical problems, and handles escalated calls
  • Supports a variety of software and network applications, provides peripheral support, and remote user support
  • Provides support for all User Support Services activities and functions in the absence of the Director

Marginal Duties

  • Performs all other duties as assigned

Supervisory Responsibilities

Direct Reports:

  • Full Time and 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 Information Technology or a related field

Required Experience:

  • Minimum of five (5) years of related job experience

License/Certification:

  • None required

Preferred Qualifications

  • Supervision of technical staff
  • Technical project management experience
  • Experience with call management and remote support software
  • Management of technical help desk or call center

Knowledge, Skills and Abilities

Knowledge:

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

Skills:

  • Strong analytical and problem solving skills, as well as management, interpersonal, and communication skills.

Abilities:

  • Ability to effectively communicate with a wide range of individuals in a diverse community.

Work Location and Physical Demands

Primary Work Location:

  • Works in an office environment, classroom, training room, auditorium, and computer laboratory.

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.
  • Expected to carry and respond to cell phone at all times

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.

Customer Relations Management

  • Ensures customer's needs and expectations are addressed within his/her department or section. (Customers can be students, external constituents, employees, or university guests.)
  • Mentors and guides department/section staff by sharing knowledge and best practices to appropriately respond to customer's requests.
  • Monitors staff interactions with customers for professional conduct, consistent application of university policies and procedures, and follow up of outstanding requests.
  • Assumes responsibility for addressing complex or unusual requests.

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.

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.

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

Last updated 5/27/2022 10:43 AM