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Associate Director of User Support Services (USS)

Employer
University of Oregon
Location
Oregon, United States
Salary
Salary Not specified
Date posted
Nov 9, 2021


Associate Director of User Support Services (USS)

Job no: 528198
Work type: Officer of Administration
Location: Eugene, OR
Categories: Administrative/Professional, Executive/Management/Director, Information Technology

Department: Information Services
Appointment Type and Duration: Regular, Ongoing
Salary: Salary range starts at $90,000 per year; commensurate with education and experience
Compensation Band: OS-OA10-Fiscal Year 2021-2022
FTE: 1.0

Application Review Begins
November 11, 2021; position open until filled

Special Instructions to Applicants
Please submit a current resume, a cover letter that explains how you meet the minimum qualifications, and the names and contact information for 3 professional references. Candidates will be notified prior to contacting references.

Any application missing the above documents/information may be considered incomplete.

To ensure consideration, please submit your application materials prior to or on the listed review date.

Department Summary
Information Services (IS) is the central information technology unit at the University of Oregon and provides wide-ranging services to campus. Information Services consists of four major functional areas: Customer Experience, which serves as the key contact point for interactions with campus clients and customers through teams such as User Support Services, a campus-wide IT support team; Applications & Middleware, which manages and supports applications, integration services, identity management and data management; Information Security, which helps protect virtual and physical information; and Technology Infrastructure, which provides administration and support for the software, hardware, and services needed to support the campus IT environment.

Established in 1876, the University of Oregon offers a breadth and depth of curricula with more than 270 academic programs and provides the opportunity to work at a respected research university with a strong holistic, liberal arts foundation. The UO also has a history of political and social involvement that embraces diverse beliefs, cultures, and values, and it is committed to environmental responsibility.

The university is also proud of the Phil and Penny Knight Campus for Accelerating Scientific Impact, an initiative specifically designed to fast-track scientific discoveries and the process of turning those discoveries into innovations that improve the quality of life for people in Oregon, the nation and beyond. Information Services collaborates with Research and Innovation and our schools and colleges to support the research, teaching, and learning mission of the university.

Eugene is the home of the University of Oregon. Located in the lush Willamette Valley, Eugene is well-known for outdoor pursuits like running, cycling, rafting, and fishing, as well as arts, music, crafts, brewing, wine-making, and community-supported agriculture. With branches in Portland and on the Oregon coast, the UO is deeply connected to Oregon's natural and cultural treasures.

Position Summary
Reporting to the Director of User Support Services (USS), the Associate Director of USS is responsible for planning, organizing and overseeing IT support for departments, schools and/or colleges. USS IT support covers four areas: service desk (help desk, call center and desktop support), computer lab management, knowledge management, and accounts and access management.

This position will oversee the budgeting and fiscal management processes over areas managed. This position will work with financial staff within the department as well as the Director of User Support Services to identify and prioritize expenditures as well as look for new cost-effective services/strategies. It is expected that this position will ensure compliance with federal, state, and university policies and regulation, while maintaining appropriate internal control safeguards.

In conjunction with the Director of USS, this position will help to develop short-term and long-term goals in an effort to ensure faculty, staff and student's needs are met. The Associate Director of USS will be responsible for management of services in respective areas, which includes maintaining high level of quality of services, implementing best practice/industry standards, meeting SLAs, identifying opportunities for improvement, retiring old services, and starting new services.

The Associate Director will be expected to work with the Director of USS and USS leadership to direct activities across operational units while building internal and external relationships. This position will be expected to work with both technical and non-technical users.

Essential Personnel
This position may provide essential services during times of emergencies and inclement weather. This position may be required to fulfill essential services and functions during these times.

Minimum Requirements
  • Bachelor's degree or equivalent knowledge and experience
  • Three years of experience managing an IT support service such as service desk (help desk and desktop support), computer lab management, knowledge management, or accounts and access management
  • Three years of management experience providing direct and indirect supervision, coaching and mentoring to information technology professionals

    We welcome applications from candidates with diverse professional backgrounds, and we acknowledge that the professional competencies for this role can be developed through a variety of ways.

    Professional Competencies
  • Demonstrated ability to coordinate technical teams, complex projects, and budgets.
  • Demonstrated ability to work collaboratively with a team of diverse IT professionals, clients, and partners
  • Demonstrated experience establishing credibility and relationships with senior leadership, colleagues, and customers
  • Demonstrated ability to assess functional requirements and provide appropriate technology, process, and management solutions
  • Demonstrated problem-solving skills
  • Ability to adapt to a rapidly changing technical environment
  • Excellent verbal and written communication skills, including the ability to explain technical concepts to audiences with a wide range of technical skills

    Preferred Qualifications
  • Bachelor's degree in Computer Science or related field
  • Experience working in Information Technology within higher education
  • Demonstrated experience with developing and maintaining short-term and long-term plans and budgets for an IT team
  • Experience with ITIL or ITSM
  • ITIL Certification
  • ITSM Certification

    FLSA Exempt: Yes

    All offers of employment are contingent upon successful completion of a background inquiry.

    The University of Oregon is proud to offer a robust benefits package to eligible employees, including health insurance, retirement plans and paid time off. For more information about benefits, visit http://hr.uoregon.edu/careers/about-benefits.

    The University of Oregon is an equal opportunity, affirmative action institution committed to cultural diversity and compliance with the ADA. The University encourages all qualified individuals to apply, and does not discriminate on the basis of any protected status, including veteran and disability status. The University is committed to providing reasonable accommodations to applicants and employees with disabilities. To request an accommodation in connection with the application process, please contact us at uocareers@uoregon.edu or 541-346-5112.

    UO prohibits discrimination on the basis of race, color, sex, national or ethnic origin, age, religion, marital status, disability, veteran status, sexual orientation, gender identity, and gender expression in all programs, activities and employment practices as required by Title IX, other applicable laws, and policies. Retaliation is prohibited by UO policy. Questions may be referred to the Title IX Coordinator, Office of Civil Rights Compliance, or to the Office for Civil Rights. Contact information, related policies, and complaint procedures are listed on the statement of non-discrimination.

    In compliance with federal law, the University of Oregon prepares an annual report on campus security and fire safety programs and services. The Annual Campus Security and Fire Safety Report is available online at http://police.uoregon.edu/annual-report.



    To apply, visit https://careers.uoregon.edu/en-us/job/528198/associate-director-of-user-support-services-uss

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