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Thank you for your interest in Saint Mary’s University of Minnesota. You must complete an application for each position for which you are applying.

Saint Mary’s adheres to the principle that all persons have equal opportunity and access to admissions, employment, facilities, and all programs and activities of the university regardless of race, color, creed, religion, national origin, gender, sexual orientation, disability, age, marital status, or status with regard to public assistance.

User Services Manager
Date Posted 07/30/2021
Hiring Status No Longer Accepting Applications
Location Winona Campus
Position Responsibilities

Saint Mary’s University of Minnesota is seeking a User Services Manager to oversee the HelpDesk functions on our Winona and Minneapolis campuses while ensuring that end users receive excellent technology assistance throughout the organization. This position is responsible for planning, designing, and analyzing the university’s HelpDesk according to best practices, while ensuring high levels of quality customer service. 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 providing in-person, hands-on support to end users. Additionally, this role 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.
  • Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency. Oversee the development and communication of help sheets, usage guides and FAQs for end users.
  • Supervise, train, and develop User Services staff and student workers, including performance appraisals, constructive feedback, and improvement plans.
  • Collaborate with other departments to identify and/or procure software.
  • Assess the 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 prevent future issues.
  • Conduct research on emerging hardware and services in support of HelpDesk technology.
Essential Skills and Abilities

The selected candidate will have the following skills and abilities:

  • Excellent leadership skills and a high degree of tact and diplomacy to promote a positive image of the IT department
  • Professional demeanor and ability to remain calm in challenging situations
  • Strong customer service skills with the ability to translate technical terminology into easy to understand language
  • Ability to communicate and interact successfully with a diverse community of faculty, students and staff to determine their technology needs
  • Ability to partner with other departments through compromise and relationship-building
  • Creative problem-solving skills, attention to detail and follow-through
  • Strong research and analytical skills
  • Ability to work independently and as a team member
  • Manage multiple priorities and competing time demands with the ability to reprioritize throughout the day
  • Occasional off-hour and weekend support for special events and technology issues
  • 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 and 5+ years of IT experience and 2+ years supervisory experience; equivalent combination of education and experience will be considered
  • Bachelor’s Degree in IT related field, Certifications (A+, Microsoft, etc) ITIL Certification preferred
  • Valid driver’s license with a good driving record required
  • Extensive software support experience with Microsoft Office, Google Apps Suite, etc.
  • Extensive knowledge of computer hardware and software, including Windows and Macs 
  • Experience implementing the advanced principles of ITIL

All offers of employment are contingent upon the successful completion of a criminal background check.

Additional Required Materials Cover letter, resume, and contact information for three professional references
Application Review Date
Starting Date
Contact Jodie Heim
Contact Email jheim@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.
EEO M/W/D/V