What are the responsibilities and job description for the User Services Manager position at University of Hartford?
University of Hartford
User Services Manager
FLSA Classification
EX
Reports to
Deputy CIO
Salary Range
F
Weeks Per Year
52
Work Week
40 hours (minimum)
Position Summary
Assumes responsibility for oversight, management, and support of the University of Hartford's Help Desk and User Services functional areas. Performs all duties in full support of the University's mission, understanding that the positive and effective execution of these duties is instrumental to the education of the University's students.
Hiring Range
Budgeted starting salary is $50,455 to $63,069, depending upon experience
Key Responsibilities
Oversees daily Help Desk and User Services activities and manages ongoing projects, assignments, and tasks for desktop support and classroom/lab technology. Plans levels of support to ensure the Help Desk and User Services staff are trained to provide customer-centric responses. Provides customer service and technical support to students, faculty, and staff.
Addresses and identifies areas of opportunity associated with concerns for students, faculty, and staff that arise from the use of products or services. In all actions, works to ensure end-user data is protected and recoverable. Maintains necessary tools for user support technicians to be proactive and responsive during service calls.
Maintains a thorough knowledge of the ticketing systems and customer service workflow, addressing concerns as necessary and appropriate. Stays abreast of applicable laws governing information technologies as well as guidelines, regulations, and other industry best practices.
Provides leadership and employee management, including skill evaluation and remediation planning. Manages and determines hours of operation, priorities, and staff assignments to ensure efficient operation, based on workload and campus calendar.
Supports cybersecurity standards and policies, including but not limited to anti-virus, anti-spam, patching, and data security best practices. Responds in a timely and effective manner to security inquiries and escalates issues concerning the operation of university-owned assets, high-priority requests, or sensitive customer requests.
Performs other related duties as assigned.
Posting Number
PS1077P
Working Conditions
Normal office situation.Requires travel, excluding overnight stays.High dust, dirt, grease environment.
Education
Bachelors Degree required.
Physical Effort
Typically sitting at a desk or table.Moderate lifting or carrying, 26-50lbs.Intermittently sitting, standing, stooping.
Special Skills
The ability to work effectively with diverse groups.
Desired Start Date
Position End Date (if temporary)
Close Date
Open Until Filled
Yes
Special Instructions Summary
User Services Manager
FLSA Classification
EX
Reports to
Deputy CIO
Salary Range
F
Weeks Per Year
52
Work Week
40 hours (minimum)
Position Summary
Assumes responsibility for oversight, management, and support of the University of Hartford's Help Desk and User Services functional areas. Performs all duties in full support of the University's mission, understanding that the positive and effective execution of these duties is instrumental to the education of the University's students.
Hiring Range
Budgeted starting salary is $50,455 to $63,069, depending upon experience
Key Responsibilities
Oversees daily Help Desk and User Services activities and manages ongoing projects, assignments, and tasks for desktop support and classroom/lab technology. Plans levels of support to ensure the Help Desk and User Services staff are trained to provide customer-centric responses. Provides customer service and technical support to students, faculty, and staff.
Addresses and identifies areas of opportunity associated with concerns for students, faculty, and staff that arise from the use of products or services. In all actions, works to ensure end-user data is protected and recoverable. Maintains necessary tools for user support technicians to be proactive and responsive during service calls.
Maintains a thorough knowledge of the ticketing systems and customer service workflow, addressing concerns as necessary and appropriate. Stays abreast of applicable laws governing information technologies as well as guidelines, regulations, and other industry best practices.
Provides leadership and employee management, including skill evaluation and remediation planning. Manages and determines hours of operation, priorities, and staff assignments to ensure efficient operation, based on workload and campus calendar.
Supports cybersecurity standards and policies, including but not limited to anti-virus, anti-spam, patching, and data security best practices. Responds in a timely and effective manner to security inquiries and escalates issues concerning the operation of university-owned assets, high-priority requests, or sensitive customer requests.
Performs other related duties as assigned.
Posting Number
PS1077P
Working Conditions
Normal office situation.Requires travel, excluding overnight stays.High dust, dirt, grease environment.
Education
Bachelors Degree required.
Physical Effort
Typically sitting at a desk or table.Moderate lifting or carrying, 26-50lbs.Intermittently sitting, standing, stooping.
Special Skills
The ability to work effectively with diverse groups.
Desired Start Date
Position End Date (if temporary)
Close Date
Open Until Filled
Yes
Special Instructions Summary
Salary : $50,455 - $63,069
