Director of User Services – HigherEdJobs | #education | #technology | #techjobs

Information Technology Services

Administrator II


Oversees the staff and operations of the Call Center, Help Desk, Classroom Technology, User Services, and other functions.
The Director is responsible for tactical and strategic planning, execution, assessment, and reporting for assigned functional areas. The
Director will ensure workload in assigned areas is identified and tracked and will actively look for ways to improve functional areas beyond
work that is requested. The Director will ensure that workload is effectively distributed to staff and is accomplished in a timely and
efficient manner. The Director will use industry standard methodologies and best practices such as ITIL, COBIT, PMP, etc. to standardize
operations, drive operational efficiency, and will use relevant metrics to demonstrate efficient operation and continuous improvement in
assigned functional areas.

The Director will act as the lead architect and technical manager in assigned functional areas and must
maintain technical and management credibility with subordinates, other members of the ITS team, and the University at large. Technical
credibility can be demonstrated through experience, training, certifications, business analysis related to functional areas, meaningful
internal reporting, and an ability to present technical work to peers within the CSU, other institutions of higher education, and
professional organizations. Management credibility can be demonstrated through effective business analysis, tactical and strategic planning,
reporting, efficient use of resources, and following CSUCI and CSU rules, regulations, and guidelines.

The Director will take the
lead role in hiring, managing, and developing full-time staff and student workers on their team. The Director will follow CSUCI rules, ITS
guidelines, and industry best practices in hiring and managing employees. The Director will ensure that employees properly interact with
ticketing system for operational and project related work and will review tickets and projects on a regular basis to check accuracy and
quality of work. The Director will use the ticketing system and other tools to accurately measure work and capacity across the team so
resources can be put to their best use across ITS. The Director will purposefully guide the training and career development of subordinates
with the intention of improving assigned functional areas and better accomplishing the goals of ITS and the University. The Director will
use analytics such as skill set mapping to determine training needs and will encourage meaningful training by using tools such as
performance reviews, testing, and certification wherever practical.

The Director will encourage cooperation between their team and
other teams within ITS, other departments, and divisions across the University but will track work to maintain accountability in their areas
of operation. The Director will also ensure that billable work performed by their employees for Auxiliary Services groups or other entities
outside the University are tracked.

The Director assures that personnel from their team are effective, responsive, and professional
in their interactions with campus staff, faculty, and students, and that security, procurement, safety, and resource management standards
are met. The Director sets appropriate priorities to assure that the most time-sensitive University operations, particularly those related
to public safety and classroom instruction receive priority service. The Director is responsible for the good use of resources by their
team, assuring that they have the tools, training, and procedures in place to do their jobs effectively and efficiently while avoiding any
wasteful or inappropriate expenditures. The Director also provides direct technology support to the campus as required or directed by the
AVP for Information Technology and performs other duties as assigned.

Bachelor’s degree in Computer Science or related technical area such as Science or Engineering, Business Administration, or
Public Administration, with three plus years of administrative experience or Masters degree and one year administrative experience. Broad
knowledge of information technology systems and/or applications, including campus wide systems, classroom technology, AV and multimedia
environments, endpoint computing, access procedures, networks, and/or IT operations. Excellent interpersonal and communication skills.
Ability to motivate and lead others. Sensitivity to handling confidential matters. Ability to analyze problems, gather and evaluate data,
and make independent decisions. Ability to establish multiple priorities and originate and manage departmental projects. Ability to adapt to
changing policies, procedures and technology. Ability to establish and maintain effective working relationships within campus and the local
community. Desirable qualifications include; certification in one or more technical or management area of information technology, prior
experience working in university environment, and previous experience with systems, policies, and procedures of the California State

A background check (including a criminal records check) must be completed satisfactorily before any candidate can be
offered a position with the CSU. Failure to satisfactorily complete the background check may affect the application status of applicants or
continued employment of current CSU employees who apply for the position.

The person holding this position is considered a
‘mandated reporter’ under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements
set forth in CSU Executive Order 1083 as a condition of employment.

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