Manager of User Services

Universities of Wisconsin • Stevens Point, WI

1d • $75,000

About The Position

This is a multifunctional position that manages the Campus Support Team (CST) and provides direct support to the College of Natural Resources (CNR). Managerial duties include operational oversight of the CST and providing advice on information technology (IT) support areas while ensuring resources are utilized to provide effective pedagogical, administrative, research, and/or outreach IT services. Direct support duties include supporting users of computer and audio-visual equipment at the UWSP-Stevens Point campus in the CNR. The position will require occasional flexible hours that may include limited evenings, weekends and/or on-call hours. Limited travel between UWSP campuses and alternative sites may occasionally be required. The ability to both lead a team of support specialists and be able to work independently while providing excellent customer services in a fast-paced academic environment are requirements. Full position description is available upon request. The Department of Information Technology (IT) serves the students, faculty, staff, and researchers at the University of Wisconsin-Stevens Point (UWSP). The IT staff are stationed at UWSP’s three main campuses (Stevens Point, Wausau, and Marshfield), and provide services to all other UWSP sites and properties. Our department oversees the University’s server and network infrastructures, phone systems, computing hardware, software, audiovisual services, and user-support services. Our goal is to provide excellent services and resources to help students, faculty, and staff achieve their goals through intelligent and secure use of campus technologies from wherever they study or work.

Requirements

• Bachelor’s Degree in computer, technology-related, or STEM field.
• At least 8 years of full-time experience supporting MS Windows computers, including hardware installation, software installation, and troubleshooting.
• Experience supporting mobile devices.
• Excellent customer support skills including excellent written and oral communications.
• Experience managing small to medium sized projects.

Nice To Haves

• Master’s Degree, preferably in a computer, technology-related, or STEM field.
• Experience supervising/managing small teams of IT support staff.
• 10+ years of experience supporting MS Windows computers, including hardware installation, software installation, and troubleshooting.
• Experience working in Higher Education and/or Enterprise sized organization.
• Experience supporting audiovisual equipment including installation, configuration, troubleshooting, administration, and maintenance.
• Formal project management training and experience leading large IT projects.
• Working knowledge of GIS applications and/or experience support GIS applications.
• Experience automating business processes with scripting languages like PowerShell.
• Experience support Distance Education/HyFlex Classrooms

Responsibilities

• Evaluates existing strategy and makes recommendations for information technology leadership for program enhancement
• Creates and monitors the budget and approves expenditures
• Identifies, proposes, and implements new or revised information technology operational policies and procedures
• Serves as the subject matter expert to unit leadership regarding information technology operations and functions
• Exercises supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2.0 full-time equivalent (FTE) employees
• Develops, plans, and directs staff implementation of information technology services and products

What This Job Offers

• Job Type: Full-time
• Career Level: Manager