Manager of User Services

Posting Details

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Job Title

Manager of User Services

Posting Number

F004290

Position Status

Full Time

Assignment Length

This field only applies to Faculty

Grant Funded

No

Category

APT

Class Code

13

Pay Rate

Commensurate with education and experience.

Location

Trinity River

Department

DT Campus Support Services

Job Summary

Reporting to the Executive Director IT Business Administration & User Support. The Manager of User Services is primarily responsible for assigning security levels of access to the college ERP, network resources, data, and managing support for student e-mail and alert systems and college organizations. The position manages the user services unit in Information Services. Works with third-party vendors to provide services needed.

Essential Duties and Responsibilities

Performance Requirements*

• Works with the College community in reviewing, maintaining, and auditing security models to ensure the integrity of the district’s data
• Works with the User Services staff to set objectives and goals in order to provide services to the College community
• Works with third-party vendors on licensing and agreement renewals
• Responsible for installing, testing, and implementing changes to the College’s ERP web environment
• Works with other IT managers to set common goals and objectives for the department
• Interviews, recommends, and evaluates staff
• Troubleshoots problems with applications through user service
• Performs assessments and evaluations
• Analyzes user access roles and security settings to independently access compliance with defined standards
• Responsible for process documentation and technical reporting
• Evaluates tasks related to end-user access, including user access provisioning, de-provisioning, and access modifications in various systems and applications

General Supervision and Management

• Responsible for personnel management, evaluation, and development of assigned administrative and professional-level direct reports
• Oversees work and schedules
• Manages support for the College’s third-party student e-mail and alert system
• Manages support for the College organizations

Service Excellence

• Attends the workplace regularly, reports to work punctually, and follows a work schedule to keep up with the demands of the worksite
• Completes all required training and professional development sessions sponsored through the Tarrant County College ( TCC ) Institute
• Supports the values of the College: diversity, teaching excellence, student success, innovation and creativity, and service to the College
• Supports the mission, values, and 3 goals and 8 principles of the College
  
  

* Performs other related tasks as required.

SUPERVISION – Works under the general supervision of Executive Director IT Business Administration & User Support.

* The duties listed are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Required Education, Experience, Certifications, Licensures

• Bachelor’s degree and three (3) years of experience with Active Directory, Microsoft Products; or any equivalent combination of education, training, certification, and related experience
• Two (2) years of experience supervising (e.g., managing and evaluating the performance of others or managing processes, and/or projects)

Desired Education, Experience, Certifications, Licensures

• Experience with providing user-facing support services
• Experience with overseeing user access control systems

Knowledge, Skills and Ability

• Strong analytical and problem-solving skills
• Ability to work effectively in a collaborative environment and a setting that is diverse and urban
• Ability to think critically to effectively solve and communicate problems in a fast-paced environment where the demands for work are varied, and unpredictable in scope and volume
• Ability to use computer applications and enterprise systems, including proficiency with word processing, spreadsheet, and presentation software
• Skilled in excellent customer service and interpersonal skills with diverse populations

Accommodations

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

Special Instructions Summary

Posted

11/18/2021

Contact

Dave Killingsworth

*

david.killingsworth@tccd.edu
Applicant Documents
Required Documents Optional Documents

1. Resume / Curriculum Vitae
2. Cover Letter
3. Unofficial Transcripts
4. Certification / License