Job description
User Services Manager | La Sierra University | Riverside, CA
At our partner institution at La Sierra University
The User Services Manager is responsible for performing tasks and contributing to projects that support the efficient operation of the La Sierra and the IT Department. Areas of responsibilities include knowledge of department priorities and initiatives, project management, annual budget development support. Technology support includes desktop and office support, Network, Media, Help Desk, Training, software inventory management, and hiring and supervision of Support Specialists and student workers. When needed, the User Services manager will relay department news, procedures, objectives, and facilitate meetings of the user services staff. The User Services Manager reports to the IT Operations Manager.
Hours for this position are 8:00 am - 5:30 pm and 8:00 am - Noon on Friday
Responsibilities:
- Provides leadership for the User Services team; assists the team in managing the operational tasks and works with the team to establish achievable delivery dates on tasks and projects
- Work with IT leadership on service request management, including meeting service level agreements (SLA), reviewing services request status, service process improvements, monthly reporting, and annual reports.
- Ensure service support coverage for regular operational hours, on-call coverage, and non-standard hour support coverage. Evening, weekend, and special event support work required on occasion
- Support campus departments and end-users with the deployment, troubleshooting and replacement of productivity technology (local software, hosted software, software as a service, computers, tablets, mobile, printing service, etc.).
- Deploy, maintain, troubleshoot and replace academic technology used to support La Sierra faculty, staff, and student instruction. This includes software, computers, lectern equipment, projection, and other technologies supporting our academic programs.
- Performs initial requirements analysis, research, pricing, and initiates the procurement process when new or replacement software and equipment. Keeps IT Leadership appraised of purchase requests.
- Coordinate with the User Services team to ensure excellent delivery of Services. Maintain a high level of proficiency in troubleshooting and problem resolution related to frequently asked support calls/tickets.
- Schedules the User Services team to ensure a continuum of onsite presence and to ensure schedule needs are met to best support the department and college business needs.
- Works within agreed upon departmental standards, procedures, and policies
- Maintains and respects confidential information as defined by the college
- Share in overall on-call responsibilities as needed
- Performs other duties as assigned
Requirements:
- Bachelor’s degree in Computer Science, Information Technologies or related field, or an equivalent combination of experience, education, and training
- 3+ years of experience working in a User Services support role
- Effective and positive written, verbal, interpersonal communication, and presentation skills
- Strong understanding of technical troubleshooting methodology
- Ability to effectively interact with management, user departments, faculty, students, and vendors
- Ability to work independently or within a team
- Customer service and solution focus orientation
- Ability to work with a range of technical staff to develop joint solutions, including the ability to successfully participate in and lead teams
- Proven time management skills with the ability to oversee multiple tasks, communicate project status and provide leadership and direction for implementation processes
- Ability to lift up to 50 pounds at a time, sometimes multiple times in a day (i.e., replacing/maintaining computers, monitors etc.)
- Must be able to crawl under desks and tight spaces as needed for troubleshooting equipment, cabling, projectors
Preferred Qualifications:
- 3+ years of experience working as an Higher Education in User services support role
- Two years’ experience working with student
- 2+ years of experience managing vendor relationships
- Experience managing complex projects
Dynamic Campus is an Equal Employment Opportunity (EEO) Employer
No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
COVID-19 Vaccination Requirement
As of October 18, 2021, employees are required to be fully vaccinated against COVID-19. If hired, you will be required to submit proof of vaccination. People are considered fully vaccinated two weeks after their second dose in a two-dose series or two weeks after a single-dose vaccine. Employees may make requests for a reasonable accommodation based on a medical disability or for sincerely held religious beliefs. Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation.
No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
COVID-19 Vaccination Requirement
As of October 18, 2021, employees are required to be fully vaccinated against COVID-19. If hired, you will be required to submit proof of vaccination. People are considered fully vaccinated two weeks after their second dose in a two-dose series or two weeks after a single-dose vaccine. Employees may make requests for a reasonable accommodation based on a medical disability or for sincerely held religious beliefs. Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation.
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