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User Services Support Manager

New Jersey Institute of Technology (NJIT)
New Jersey, United States
Salary Not specified
Posted Date
Sep 6, 2023

User Services Support Manager

User Services & Technologies

Reports To:
Associate Vice President Digital Learning & Campus Support

Position Type:

Position Summary:
The User Services Support Manager will provide on-site technology support to the NJIT faculty, staff, and students and also be responsible for overseeing the day-to-day operations for the User Services group. The position leads and coordinates the work of a team of User Services Support Specialists and student employees. As both a manager and a technology generalist, the position has a strong understanding of the university's IT service portfolio and builds a team focused on transforming the user experience through maximizing the user's ability to leverage relevant IT services while minimizing their frustrations. The position works closely with students, faculty and staff at all levels of the university including senior administration; is expected to exhibit a high level of creative problem-solving ability.

The position acts as the champion for end-point technology and user support; ensures the team's work is fully documented in the university's ITSM suite; develops and maintains relevant reporting and metrics to ensure quality, user satisfaction, and timeliness of the work performed; takes the lead on all projects assigned to the team and manages them throughout their lifecycle to satisfactory completion; works closely with students, faculty and staff at all levels of the university including senior administration; collaborates with colleagues throughout the IST Division; implements the IST Division's strategic vision for IT user services following ITIL-based IT service management best practices.

The User Services Support Manager will also provide leadership in the management of important projects such as remote desktop support and computer deployments for faculty and staff. This position will ensure that tasks meet service level agreements for the team and delegate tasks as necessary.

Essential Functions:
- Responsible for the effective and efficient delivery of IT services covering end-point device support and user services, primarily via service request and incidents (SR/I). This includes technical assistance, analysis, and consulting, as well as end-point device software and hardware installation, maintenance, support, repair, and renewal.

- Deliver highly-specialized technical support for user-facing IT services, primarily via the service request fulfillment and incident management processes. This includes technical assistance, root-cause analysis, outreach and consulting, software and hardware installation, maintenance, support, repair, and renewal.

- Resolve Level II and Level III Service Desk issues by assisting, consulting, and providing outreach to students, faculty, and staff. Delegate tasks to colleagues and student employees as needed.

- Supervises a warranty self-maintainer repair center on behalf of vendor partners for applicable institutional and student end-point device purchases. Must obtain and maintain required certifications from vendor partners.

- Manage and delegate daily workloads and task assignments of the User Services team.

- Develop processes and procedures for handling support tickets.

- Lead the hiring student employees and provide ongoing training.

- Manage the deployment of the faculty and staff computer distributions.

- Work on long range planning for support of university hardware and software support. Plan for changes and innovations in the industry.

- Provide up-to-date documentation and submission of knowledge articles on user services topics.

- Perform other duties as assigned and as needed, including readiness to support after hours and weekends.

Prerequisite Qualifications:
- Bachelor's degree in information technology, Computer Science, or related field, or equivalent experience.

- 7+ years' experience in an information technology role in the support of computing environments with two years of management experience.

- 7+ years' experience in the set-up, configuration, usage, operation, and basic troubleshooting and repair of personal computing devices (e.g. Windows, Mac OS X, Linux, iOS and Android).

- 5+ years' experience with the building and deployment of computer images.

- Demonstrated ability to provide outstanding customer service and able to support senior executives in high pressure situations.

- Demonstrated ability to diagnose general purpose IT problems and develop creative solutions.

- Strong oral and written communication skills.

- Strong analytical problem-solving skills.

- At the university's discretion, the education and experience prerequisites may be exempted where the candidate can demonstrate to the satisfaction of the university, an equivalent combination of education and experience specifically preparing the candidate for success in the position.

Preferred Qualifications:
- Experience with ServiceNow.

- ITIL Foundations certification.

- Current A+ certification.

- Experience working in a higher education environment.

- Management experience.

- Expertise in the support and deployment of virtual machines.

- Experience working with Dell and Lenovo computers.

Bargaining Unit:



EEO Statement:
As an EEO employer, NJIT is committed to building a diverse and inclusive teaching, research, and working environment and strongly encourages applications from individuals with disabilities, minorities, veterans, and women.

Diversity Statement:
As a Minority Serving Institution and Asian-American and Native American Pacific Islander Serving Institution, diversity is a core value of NJIT and we are committed to make diversity, equity, inclusion, and belonging, part of everything we do. We celebrate the diversity of our university community and recognize the cultural and personal differences each member of the community brings to NJIT. We strive to cultivate an inclusive campus culture that promotes excellence among our faculty, staff and students. Building a robust and diverse community is critical to NJIT’s continuing status as a premier institution of higher education and a leading polytechnic university.

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