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Manager of User Support Services

University of Oregon
Oregon, United States
Salary Not specified
Posted Date
Nov 29, 2021

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Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology
Employment Level
Employment Type
Full Time
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Manager of User Support Services

Job no: 528581
Work type: Officer of Administration
Location: Eugene, OR
Categories: Administrative/Professional, Information Technology, Operations/Infrastructure, Computer and Information Science

Department: Information Services
Appointment Type and Duration: Regular, Ongoing
Salary: Salary range starts at $71,000 per year; commensurate with education and experience.
Compensation Band: OS-OA08-Fiscal Year 2021-2022
FTE: 1.0
Application Review Begins
Application review begins January 4, 2022; 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 full 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; 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 Oregon.

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 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 services.

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 internal controls.

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.
Minimum Requirements
  • Bachelor's degree, or equivalent combination of knowledge and experience.
  • 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 management.
  • One (1) year of management experience providing direct and indirect supervision, coaching and mentoring to information technology professionals, or leading IT implementation projects.
    Professional Competencies
  • 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 direct experience implementing 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.
  • Experience evaluating and implementing customer-facing Helpdesk or Service Desk services in a Higher Education environment.
  • 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

    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 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

    To apply, visit

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