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Manager, User Support Technical Services

Basic Position Information

Job Code: 3201

Title: Manager, User Support Technical Services

Department: User Support Services

Essential Personnel: N/A

Job Family: Technology Services

Job Sub-Family: User Support

FLSA Classification: E

Job Grade: 16

Grade Min: $65,866

Grade Mid: $79,040

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 Manager, User Support Technical Services manages all technical systems including responsibility for overseeing research, development, implementation and support.

Duties

  • Manages technical systems including design, research, planning, development, risk management, resource 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 and identifies creative solutions and resolves issues and constraints by building consensus and using sound judgment
  • Conducts technical training sessions for IT staff as needed and assists with the development of staff technical knowledge base
  • 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

  • Documents business processes and knowledge base articles
  • Analyzes technical systems
  • Reports on key performance indicators of technical systems
  • Upgrades and patches server operating systems and software
  • Performs 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 three (3) years of related job experience
  • Experience with Footprints, Bomgar, Microsoft Development Toolkit, System Center Configuration Manger, SQL, and Windows Server

License/Certification:

  • None required

Preferred Qualifications

  • None

Knowledge, Skills and Abilities

Knowledge:

  • Knowledge of trends, issues, and accepted practices relevant to the position
  • Knowledge of client-server model

Skills:

  • Good technical 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 an office environment; travels between buildings

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.

Decision Making

  • Demonstrates the ability to make informed decisions in a timely manner.
  • Assimilates and/or secures relevant information to assess the risks and benefits of alternatives.
  • Considers impact of decision in the long and short term.

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.

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

Last updated 4/27/2022 6:12 AM