Employment Description

IT User Services Manager
Date Posted 02/15/2017
Hiring Status No Longer Accepting Applications
Location Winona Campus
Position Responsibilities
The User Services Manager will oversee all User Services staff on both the Winona and Minneapolis campuses and ensure that end users are receiving appropriate assistance. This position is also responsible for planning, designing, and analyzing the organization’s Helpdesk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The User Services Manager will also contribute to problem resolution by giving in-person, hands-on support to end users.  Additionally, the position will work closely with IT leadership to identify, implement, and support cost-effective technology solutions for the University.
  • Manage the processing of incoming calls to the Helpdesk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
  • Ensure appropriate training initiatives for new and existing staff
  • Responsible for all aspects of performance management for the User Services staff
  • Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.  Oversee development and communication of help sheets, usage guides and FAQs for end users
  • Collaborate with other departments to identify and/or procure software for internal and external staff
  • Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations
  • Analyze performance of Helpdesk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
  • Conduct research on emerging hardware and services in support of Helpdesk technology
  • Contribute to problem resolution by giving in-person, hands-on support to end users
Essential Skills and Abilities
  • Extensive software support experience with Microsoft Office, Google Apps Suite, etc.
  • Extensive knowledge of computer hardware, including Windows and Macs
  • Experience with desktop and server operating systems
  • Experience implementing the advanced principles of ITIL
  • Demonstrated progressive experience in the management of a technical support team
  • Strong research and analytical skills
  • Provide leadership and employ a high degree of tact and diplomacy to promote a positive image of the IT department
  • Ability to communicate and interact successfully with a diverse community of faculty, students and staff
  • Creative problem solving skills, attention to detail, and follow-through
  • Ability to work independently and as a team member
  • Ability to learn and adapt quickly and adopt new technologies
  • Ability to manage multiple priorities and competing time demands
  • Occasional off-hour and weekend support for special events
  • Ability to travel between campus locations 1-2 times a month
  The successful candidate must support, respect, and advance the mission of Saint Mary's University as a Lasallian Catholic institution.
Education and Experience
Associate’s degree, 5+ years of IT experience, and 2+ years supervisory experience required. Will consider equivalent combination of education and experience.  Must have valid driver’s license. 
Prefer a Bachelor’s Degree in IT related field, Certifications (A+, Microsoft, etc.) and ITIL Certification.
All job offers are contingent upon the successful completion of a criminal background check.
Additional Required Materials Cover letter, resume, references
Application Review Date 04/19/2017
Starting Date 06/01/2017
Contact Jodie Heim
Contact Email tpjohnso@smumn.edu
Position Full-time
Contract Length 12 Month
Other Details / Information
Benefits Full
Work Sponsorship This position is not eligible for work sponsorship
  We encourage members of the protected classes as defined by the federal, state, and municipal law and those persons attracted to a university with a Lasallian Catholic identity to apply.