Manager of User Support Services
Officer of Administration
Technology, Operations/Infrastructure, Computer and Information
Appointment Type and Duration:
Salary range starts at $71,000 per year;
commensurate with education and experience.
Application Review Begins
Application review begins January 4, 2022; position open until
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
To ensure full consideration, please submit your application
materials prior to or on the listed review date.
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; Applications
& Middleware, which manages and supports applications,
integration services, identity management, and data management;
Information Security, which helps protect virtual or physical
information; and Technology Infrastructure, which provides
administration and support for the software, hardware, and services
needed to support the campus IT environment. Information Services
also includes the Advanced Network Technology Center. IS works
closely with the Network for Education and Research in
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
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.
Reporting to an Associate Director of User Support Services (USS),
the Manager of USS is responsible for planning, organizing, and
overseeing IT support for a specific area within the University of
Oregon. USS IT support covers the following areas; service desk
(help desk, call center, and desktop support), computer lab
management, knowledge management, accounts and access management,
classroom support, and distributed IT system administration duties.
The Manager of USS may also be responsible for service management
of unique services in their respective area that fall to the
responsibility of User Support Services.
The Manager of USS will use technical expertise to provide
solutions while managing the administrative functions of the unit
including management within an assigned budget and supervision of
employees performing technical responsibilities.
In conjunction with USS Leadership, this position will help to
ensure faculty, staff, and students' needs are met. The Manager of
USS will be responsible for service management of services in
respective areas, which includes maintaining high-quality services,
recommending and implementing best practice/industry standards,
meeting service level agreements (SLAs), identifying opportunities
for improvement, retiring old services, and starting new
The Manager of USS will be expected to provide support to the
Director of USS and work with other Associate Directors within USS
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. The
distinguishing characteristics of the Manager of USS from the
Associate Director of USS are the size of portfolio and the
increase in operational management over strategic planning.
Decisions made by this position have major impacts on the
management and operations of specific areas within the university.
This position may contribute to important goal setting, operation,
and business decisions that affect the department's, school's
and/or college's ability to deliver services. It is expected that
this position will ensure compliance with federal, state, and
university policies and regulations while maintaining appropriate
This position will be managing a team of IT professionals providing
extended hours support. Daily work schedule will be non-standard
and may include swing shift hours. This position may provide
essential services during times of emergencies and inclement
weather, so this position may be required to fulfill essential
services and functions during these times.
- Bachelor's degree, or equivalent combination of knowledge and
- Three (3) 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
- One (1) year of management experience providing direct and
indirect supervision, coaching and mentoring to information
technology professionals, or leading IT implementation
- 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
- Demonstrated ability to assess functional requirements and
direct experience implementing appropriate technology, process, and
- Demonstrated problem-solving skills.
- Ability to adapt to a rapidly-changing technical
- Excellent verbal and written communication skills, including
the ability to explain technical concepts to audiences with a wide
range of technical skills.
- Bachelor's degree in Computer Science or related
- Experience working in Information Technology within higher
- Experience evaluating and implementing customer-facing Helpdesk
or Service Desk services in a Higher Education
- Experience developing and maintaining short-term and long-term
plans and budgets for an IT team.
- Experience with ITIL (Information Technology Infrastructure
Library) or ITSM (Information Technology Service Management).
FLSA Exempt: Yes
All offers of employment are contingent upon successful
completion of a background inquiry.
University of Oregon students and employees are required to be
fully vaccinated against COVID-19. For additional information see:
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
email@example.com 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
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
To apply, visit https://careers.uoregon.edu/en-us/job/528581/manager-of-user-support-services