As an IT management member, the Assistant Director of User Services
participates in strategic planning for the IT department, and
plans, budgets and manages all Skidmore-owned desktop and laptop
computers, tablets, and printers used by the College's
constituents. This position provides leadership, and direction to
ensure the College's constituents have the desktop and laptop
computers, tablets, and printers and related support they need to
achieve their pedagogical, academic, administrative, and/or event
goals. The Assistant Director also is responsible for overall
project management of many of the initiatives related to improving
the College's IT, and is an IT department and college liaison to
various internal and external groups regarding current and future
uses of IT technologies for various College constituents. The
Assistant Director of User Services directs and supervises the
desktop support technicians, end user computing specialists as well
as help desk student workers to: install/set up, configure,
maintain, repair, and upgrade Skidmore-owned desktop and laptop
computers, tablets, and printers campus-wide; provides the
College's constituents the support they need to use this technology
effectively; and track and address user needs. In directing and
supervising these staff, the Director ensures they recommend
technologies that best help the College achieve its strategic goals
while balancing available technical and financial resources.
Frequently, the Assistant Director of User Services provides direct
IT user and support services (including performing any of the team
members' functions). It also has a responsibility to respond to
communications and requests related to general IT issues and needs
that arise outside of normal work hours. On occasion, this position
requires work outside of normal work hours, especially when system
upgrades, changes or outages are
Primary Job Duties
1. Operations Management
a. Manages contracts with vendors/contractors providing IT products
b. Measures, tracks, and reports on Desktop Support, Helpdesk
performance and results driving efficiency and continual process
c. Identifies, trouble-shoots and eliminates operational roadblocks
hindering the Desktop Support and Helpdesk team's workflow and
d. Suggests process changes and improvements to maintain and/or
enhance the quality of results.
e. Suggests policies and procedures, and ensures compliance with
f. Improves/streamlines procedures to maximize the use of available
a. Communicates strategic direction, objectives, goals, and
performance expectations to team members. Provides team members
regular updates on the IT department's progress with respect to
plan (eg., via daily interaction and regular one-on-one and
departmental meetings with team members). Sets "stretch" goals and
performance standards. Determines and communicates/clarifies User
Services' workload priorities.
b. Ensure staff coverage in areas of support during the hours of
c. Establishes a supportive work environment that meets the
reasonable needs of the Desktop Support, Helpdesk and team
d. Ensures Desktop Support and Helpdesk are adequately staffed to
achieve their goals. Recruits and hires Desktop Support and
Helpdesk staff members. Participates on IT selection committees to
select and hire staff in other IT functional units.
e. Sets/approves team members' work schedules and assigns/delegates
work to team members.
f. Works with IT staff to develop effective, responsive and
proactive skills and practices to be used when consulting with the
campus community. Encourages and assists staff in exploring
innovative ways in which technology can be used to enhance the
strategic mission of the College. Maintains a high level of
understanding of the diverse technologies supported by the team,
and the ways in which these technologies can be applied to achieve
strategic goals. Ensures the ongoing professional development and
mentoring of team members, including their technical and managerial
skills, and general knowledge about the field and current practices
in their various areas of expertise.
g. Monitors Desktop Support and Helpdesk team members' performance
and tracks results. Manages team member performance issues;
determines and takes corrective action to address staff performance
issues. Ensures User Services staff compliance with policies and
3. Strategic Planning
a. Continuously identifies and remains aware of the College's
Desktop Support and Media Services needs by trouble shooting and
addressing issues as they arise; attending and participating in
meetings; managing IT projects; serving on committees, surveying,
etc. Meets with a variety of College constituencies to improve
institutional efficiency and/or quality, and enhance the use of IT;
allocates resources strategically to pursue those
b. Continuously researches and explores new technologies and their
application (e.g., by benchmarking best-practices; reviewing blogs,
journals, and industry publications; participating in professional
organizations; attending industry-related conferences).
c. Advocates for upgrades/changes when needed, to build, maintain
and improve operations and meet constituents' needs.
d. Understands Skidmore's strategic goals and how the IT department
supports and promotes them.
e. Works with the IT senior management team to develop IT strategic
plans, policies and procedures.
f. Participates with project teams (IT and interdepartmental) in
developing strategic plans to implement IT department and College
initiatives. This can include Campus-wide technology initiatives
such as the migration to new systems; and new building construction
for academic and administrative spaces. Promotes and participates
in shared decision making with constituents on key technology
4. Budget Development and Management
a. Helps analyze budgetary historical data, researches and analyzes
resource costs, and helps develop budgetary projections.
b. Implements and manages the User Services operating and capital
c. Develops and maintains effective relationships with vendors.
Works with vendor representatives to develop cost estimates and
d. Operates within the College's guidelines to develop, enhance,
and manage budget issues for Desktop Support and Helpdesk including
operating budgets, capital projects, and grants.
e. Works with the other IT management team members to develop,
implement, and manage the IT department operating and capital
5. IT Department and Skidmore Liaison
a. Serves as a liaison of the IT department and/or College to
various appropriate internal and external constituencies (e.g., IT
systems development and implementation project teams; policy
committees; Academic Staff Committee; EDUCAUSE; NERCOMP; SIGUCCS,
UCTG, NY6, etc.).
b. Communicates and collaborates with various College constituents
to identify and meet their academic, pedagogical, and other IT user
needs, and to explore ways to enhance services.
c. Provides constituents instruction and consultation in the
effective use of IT technology (e.g., by conducting one-on-one
training or IT-sponsored workshops; orienting new faculty to the
use of IT; developing and delivering customized training to meet
specific IT user needs).
d. Assesses constituents' needs and investigates technologies that
will help them achieve their goals.
Qualifications and Competencies
Education: Bachelor’s Degree in IT or a related field from a
regionally accredited institution is Preferred. Certification in
ITIL or similar IT service related certification desired.
- Knowledge of desktop hardware and software required
- Five (5) years of experience in IT required
- Excellent verbal and written communication skills are
- Experience in providing excellent customer service
- Knowledge of incident response desired
- Demonstrated initiative, and flexibility
- Demonstrated ability to remain calm in stressful
- Knowledge of user services and desktop support industry
standards and practices.
- Experience with ticketing systems
- Experience with Asset Management systems
Commensurate with experience
Skidmore College is committed to being an inclusive campus
community and, as an Equal Opportunity Employer, does not
discriminate in its hiring or employment practices on the basis of
race, color, creed, religion, gender, age, national or ethnic
origin, physical or mental disability, military or veteran status,
marital status, sex, sexual orientation, gender identity or
expression, genetic information, predisposition or carrier status,
domestic violence victim status, familial status, dating violence,
or stalking, or any other category protected by applicable federal,
state or local laws.
Employment at Skidmore College is contingent upon an acceptable
background check result.
CREATIVE THOUGHT MATTERS.