Director, User Services and Classroom Technologies | #education | #technology | #techjobs


Posting Title
Director, User Services and Classroom Technologies

Services supports the University by providing access to high quality, state-of-the-art, computing, communications, and information resources
encompassing instructional, research and administrative needs.The role of the User Services group includes customer service and technical
support; project management for large or inter-divisional information technology projects, including installing and maintaining classroom
technology; and planning for and implementing new or enhanced technologies.

Establishes procedures and structure that produce
high quality user services delivery. Ensures that systems are in place and are utilized to capture and report on service metrics, including
any customer feedback or trends in product or service issues. Oversees user services projects, and customer service operations. Aligns user
services and classroom technologies activities and initiatives to support and enhance the objectives of the organization. Serves as an
institutional point of contact to Technology Services to understand and detail functional requirements as a customer advocate. Creates
functional strategies and specific objectives, and develops budgets, policies, procedures to support the user services functional
infrastructure. Manages staff.


  • Maintain effective technology customer service for the
    University community
  • Develop and implement Technology Services customer service procedures.
  • Set performance standards to
    meet customer service goals.
  • Oversee customer issues and ensure effective and long-term problem resolution.
  • Monitor
    programs and procedures to ensure on-time delivery and customer satisfaction.
  • Act as a resource in resolving customer issues
    brought to Technology Services by utilizing excellent knowledge of University processes and strong communication skills.
  • Analyze complex business needs presented by the user community and/or clients, recommend technical solutions for purchase, and
    coordinate IT Governance participation by Technology Services
  • Serve as a customer advocate by being their point of contact for
    technology requests.
  • Work with stakeholders and relevant university offices to determine costs, timeline, funding, staffing
    requirements, and goals of projects proposed by the user community.
  • Identify opportunities to improve instructional technology and
    web systems and utilize emerging technologies to satisfy university business needs.
  • Investigate technology solutions and select
    architectures that best meet the specified business needs.
  • Determine the gaps between the current and the target architecture and
    develop plans for transitioning to target architecture.
  • Perform the planning and business processes necessary to obtain project and
    budget approval to implement the solution.
  • Provide oversight and management of the portfolio of services and major activities of
    Technology Services.
  • Coordinate Technology Services participation in IT Governance and Departmental Technology Representative
    meetings and shepherd proposed projects through the IT Governance process.
  • Provide feedback to Technology Services leadership
    regarding service failures or customer concerns
  • Carry out the full range of Program Development and Project
  • Plan and schedule the installation of new or modified User Services systems or services.
  • Define project scope,
    requirements, and deliverables and develop project plans to meet objectives.
  • Coordinate project activities, ensuring that projects
    remain on schedule and that work accomplished meets specifications.
  • Manage project resources, including any third party contractors
    or service providers.
  • Take corrective actions when problems arise.
  • Effectively communicate relevant project information to
    the supervisor, and to stakeholders.
  • Ensure appropriate documentation including inventory, configuration settings and operational
    procedures is written and maintained.
  • Define and execute the total breadth of activity required to ensure the continuous
    availability of User Services.
  • Develop, document and implement operational procedures, and ensure that established operational
    procedures are followed and that problems are quickly resolved.
  • Manage the installation and integration of technology fixes,
    updates, and enhancements, including use of change management processes and procedures.
  • Ensure the rigorous application of
    information security/information assurance policies, principles, and practices in the delivery of technology solutions.
  • Ensure
    systems availability, functionality, integrity, and efficiency by monitoring and tracking health, security and performance of user services
    and related technology. Take appropriate action to prevent end user impact.

Manage staff

  • Ensure implementation of the
    goals and objectives of the User Services group through effective management of employees. Activities include:
  • Ensure that work to
    be accomplished by subordinates is planned, that goals are established and priorities are set and adjusted as needed, and that schedules for
    completion of work are developed.
  • Oversee work of subordinate employees.
  • Encourage and facilitate cooperation within the
    organization and with client groups.
  • Give advice, counsel, or instruction to employees on both work and administrative
  • Effect disciplinary measures, such as warnings and reprimands.
  • Interview candidates for positions and recommend
    appointment, promotion, or reassignment to such positions.
  • Evaluate job performance of subordinate employees at regular intervals
    specified by the CIO.


  • A Bachelor’s Degree or five (5) years of material, demonstrated
    experience in a related field in lieu of education.
  • Ten (10) years’ experience in the user services/customer service field.
  • Five (5) years’ supervisory experience.
  • Project management certification, e.g., PMP, IT service management certification, e.g.,
    ITIL is highly desirable.
  • Excellent oral and communication skills, business acumen, analytical skills, planning and organizational
    skills, people management skills, decision-making skills, strategic thinking skills and technology awareness.

Knowledge of, and
skill in applying, the following:

  • IT concepts, principles, methods, and practices
  • Customer service principles and methods,
    comfortable with ITIL terminology required
  • Information security principles and methods
  • Principles, methods, and tools for
    developing, scheduling, coordinating, and managing Programs and resources
  • Instructional technology principles and methods
  • New and emerging information technologies and/or industry trends
  • Learning management systems, especially Blackboard Learn
  • Instructional technologies, especially synchronous communication systems, lecture-capture systems, audio-video services such as Zoom and
    Google Meet

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