Information Technology User Services Manager

Position Summary

The IT User Services Manager provides leadership and oversight for the University's IT User Services operations, ensuring the delivery of high-quality technical support services to faculty, staff, students, and campus guests. The position is responsible for managing daily User Services operations, developing service standards and procedures, supervising User Services staff, implementing service improvement initiatives, and maintaining effective customer support processes.

The IT User Services Manager serves as the primary point of contact for end-user support services and works collaboratively with IT team members and campus stakeholders to ensure timely resolution of technical issues while promoting exceptional customer service and operational efficiency.

Full Time- 35 Hours per Week; Occasional Evening and Weekend Support as Needed

Essential Functions

User Services Leadership and Operations

• Manage the day-to-day operations of the University User Services and support services.
• Supervise, train, mentor, and evaluate User Services staff, student workers, and technical support personnel.
• Establish service standards, performance expectations, and operational procedures for User Services operations.
• Monitor ticket queues, service requests, and incident resolution to ensure timely and effective support.
• Coordinate staff schedules and coverage to ensure consistent support during business hours and special campus events.
• Escalate complex technical issues to appropriate IT personnel and monitor progress through resolution.

Service Management and Continuous Improvement

• Develop, implement, and maintain User Services policies, procedures, workflows, and service-level expectations.
• Evaluate and recommend User Services software, ticketing systems, knowledge management platforms, and support tools.
• Identify opportunities to improve service delivery, efficiency, and customer satisfaction.
• Establish and maintain service metrics, dashboards, and reporting tools to measure operational effectiveness.
• Analyze trends, recurring issues, and support data to recommend technology and process improvements.

Documentation and Knowledge Management

• Develop and maintain technical documentation, support procedures, knowledge base articles, FAQs, and user guides.
• Create User Services scripts and standardized responses to ensure consistency in customer interactions.
• Ensure documentation remains current, accurate, and accessible to users and IT staff.
• Support the development of self-service resources that promote user independence and reduce support requests.

Customer Service and User Support

• Promote a customer-focused service culture aligned with the University's mission and values.
• Respond to escalated service concerns and assist with complex support issues.
• Conduct user outreach and training related to technology resources and support services.
• Collaborate with faculty, staff, and students to understand technology needs and improve service delivery.
• Ensure a positive user experience through effective communication and responsive support.

Reporting and Assessment

• Design and generate reports measuring User Services performance, including:

• Ticket volume and resolution rates

• Response and resolution times

• Customer satisfaction metrics

• Service trends and recurring issues

• Staff productivity and workload distribution

• Present operational reports and recommendations to IT leadership.

• Utilize data analytics to support strategic planning and resource allocation.

Technology Support

• Maintain broad knowledge of University-supported hardware, software, applications, classroom technologies, and network services.
• Assist with troubleshooting and resolution of complex technical issues as needed.
• Support technology deployments, upgrades, and campus-wide initiatives.
• Participate in IT projects and strategic technology planning efforts.

Qualifications

Education

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field required. Equivalent combination of education and experience may be considered.

Experience

• Minimum of three to five years of progressively responsible technical support experience.
• Minimum of two years of supervisory or team leadership experience preferred.
• Experience supporting enterprise technology environments in higher education is preferred.
• Experience with ticketing systems, knowledge management tools, and IT service management practices.

Knowledge, Skills, and Abilities

• Strong knowledge of User Services operations and IT service management principles.
• Demonstrated leadership and staff development skills.
• Excellent customer service and interpersonal communication abilities.
• Ability to analyze operational data and develop performance metrics.
• Strong organizational, project management, and problem-solving skills.
• Knowledge of Microsoft 365, endpoint support, identity management systems, and enterprise applications.
• Ability to communicate technical information effectively to non-technical audiences.
• Commitment to continuous improvement and service excellence.

Must be authorized to work in the United States