Director of User Support Services
Apply NowCompany: Olivet Nazarene University
Location: Bourbonnais, IL 60914
Description:
Location : Bourbonnais
Job Type: Full-Time Staff
Division: Operations
Department: Information Technology
Opening Date: 11/21/2024
Position Summary
The Director of User Support Services is pivotal in overseeing all aspects of user support at the university. This role encompasses the strategic management of user and academic device lifecycle, from acquisition to decommissioning, alongside the coordination of technical support services. This position not only manages the resolution of technical issues but also leads in enhancing the IT service delivery model, ensuring alignment with the university's educational and operational goals.
Essential Duties and Responsibilities
Strategic Leadership: Develop and direct the strategic vision for User Support Services to align with institutional objectives, enhancing service delivery for all university stakeholders. Lifecycle Management: Oversee the complete lifecycle of academic and user equipment, including procurement, deployment, maintenance, and eventual decommissioning, ensuring efficient use of resources. Event IT Support: Coordinate and provide IT support for university-wide events, ensuring seamless technical operations. Software Management: Manage the lifecycle of academic and user software, including virtual deployments, ensuring optimal performance and compliance with licensing agreements. Team Leadership: Mentor, manage, and develop a team of IT support staff and student workers, fostering an environment of growth, accountability, and professional development. Inventory Oversight: Ensure accurate tracking and reporting of IT equipment inventory, facilitating effective asset management. Service Excellence: Lead in the prompt, courteous, and professional resolution of escalated support issues, enhancing user satisfaction. Process Optimization: Continuously assess and improve operational and procedural aspects of the IT support framework to elevate user experience and operational efficiency. Cultural Leadership: Cultivate a supportive and positive work culture that reflects the university's mission, values, and lifestyle covenant. Issue Escalation: Manage the escalation of unresolved issues to appropriate levels, including direct communication with the Chief Information Officer when necessary. Documentation and Training: Supervise the creation and maintenance of comprehensive documentation, policies, procedures, and training materials to support user education and service consistency. Additional duties as assigned. SUPERVISORY RESPONSIBILITIES: Directly supervises the User Support Services staff.
Knowledge, Skills and Abilities Required
Cultural Fit: Commitment to living out the ONU Statement of Mission, Faith, and Lifestyle Covenant. Communication: Superior verbal and written communication skills, adept at simplifying complex technical information for all levels of users. Customer Service: Exceptional customer service orientation, with a track record of fostering positive user experiences. Technical Expertise: At least three years' experience in IT hardware maintenance, software management, including virtual environments like Microsoft InTune. Support Experience: Proven experience in IT user support, with a focus on remote assistance and multi-platform (Windows, MacOS, iOS/Android) troubleshooting. Management Skills: Experience in leading teams, with a focus on performance management and professional development. Technical Proficiency: Deep understanding of Windows 11 and familiarity with IT service management in a call center context. Analytical Abilities: Strong analytical, conceptual, and problem-solving skills with a capacity for rapid learning in a dynamic tech landscape. Flexibility: Willingness to work flexible hours, including overtime, on-call duties, and weekend support for university events.
Additional Information
EDUCATION: Bachelor's degree or higher preferred.
WORK ENVIRONMENT: Primarily office based with occasional travel for training, events and remote support.
Olivet Nazarene University offers:
Job Type: Full-Time Staff
Division: Operations
Department: Information Technology
Opening Date: 11/21/2024
Position Summary
The Director of User Support Services is pivotal in overseeing all aspects of user support at the university. This role encompasses the strategic management of user and academic device lifecycle, from acquisition to decommissioning, alongside the coordination of technical support services. This position not only manages the resolution of technical issues but also leads in enhancing the IT service delivery model, ensuring alignment with the university's educational and operational goals.
Essential Duties and Responsibilities
Knowledge, Skills and Abilities Required
Additional Information
EDUCATION: Bachelor's degree or higher preferred.
WORK ENVIRONMENT: Primarily office based with occasional travel for training, events and remote support.
Olivet Nazarene University offers:
- Comprehensive medical, vision, and dental insurance.
- Employer retirement contribution begins on first day of full-time employment and is 100 percent vested at that time.
- Additional auxiliary coverage such as life insurance, disability insurance and AD&D insurance.
- Generous paid time off, including vacation, sick, personal, and bereavement leave and 18 days for the observance of holidays.
- Tuition remission granted to employee, spouse, and dependent children for education within Olivet's distinguished academic programs.
- Access to an active campus life with a top-notch fitness center, enriching musical performances, competitive athletic competitions, and introduction to the sciences at our Stickler Planetarium.