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Manager, User Support Services

Basic Position Information

Job Code: 3908

Title: Manager, User Support 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: Pre-Defined

Campus Security Authority: Y

Screening Committee: N

Motor Vehicle Record Check: N

Job Summary

The Manager of User Support Services oversees and manages the Service Desk and IT call center operation. The Manager provides oversight of Service Desk personnel and all tools used to troubleshoot, log, and track technical issues and projects

Duties

  • Monitors and analyzes the performance of Service Desk and IT call center activities and documented resolutions; identifies problem areas; delivers solutions to enhance the quality of service provided and to prevent future problems
  • Recruits, trains, and manages the technical support personnel
  • Contributes to improving customer support by actively responding to queries, identifying and pursuing areas of improvement and operational efficiency, and handling complaints
  • Sets specific customer service standards and establishes best practices through the entire technical support process using industry standard tools
  • Develops and analyzes daily, weekly, and monthly reports on the team's productivity, metrics, and service levels
  • Assigns, tracks, and oversees desktop replacement functions
  • Provides customer feedback to the appropriate internal teams and IT leadership

Marginal Duties

  • May be asked to respond to problems or provide service after hours
  • Expected to carry and respond to cell phone and/or pager at all times
  • Serves as on-call information technology officer after hours on a rotating basis
  • 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 three (3) years of related job experience, including experience in supervising technical staff and in managing a help desk or call center.

License/Certification:

  • None required

Preferred Qualifications

  • Experience with call management software, in using remote support tools, and in technical project management are preferred.

Knowledge, Skills and Abilities

Knowledge:

  • Knowledge of how an IT service desk and call center operates in a higher education environment, and knowledge of the associated trends, issues, and accepted practices

Skills:

  • Good technical skills
  • Strong analytical skills
  • Excellent interpersonal and communication skills

Abilities:

  • Ability to recruit, train and manage staff
  • 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 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.

Support Proficiency

  • Possesses comprehensive knowledge and skills with multiple hardware and software systems.
  • Effectively applies expertise to identify and troubleshoot user issues.
  • Competent to install and configure new systems.
  • Willing to share expertise and provide technical support to others.

Work Leadership

  • Leads the work of assigned staff.
  • Assigns projects and tasks with clear instructions and understanding of work to be performed.
  • Mentors and guides by sharing expertise, knowledge of work rules and procedures, and best practices.
  • Follows up to ensure tasks and projects are completed within reasonable timeframes.

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.

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

Last updated 4/27/2022 6:12 AM