Maryville University is seeking an IT Manager, User Services. As part of the Information Technology Department this individual will provide oversight and leadership to the User Services team and IT Service Desk functions. Primary responsibility is to ensure consistent and high quality IT services are provided to the diverse population of Maryville University students, faculty, staff, and guests.
Duties and Responsibilities:
Oversees all aspects of end user support operations including technology selection, implementation, deployment, support and maintenance.
Leads a team of service desk personnel supporting the technology needs of students, faculty, staff, and visitors of the university.
Oversee end user services including installation, configuration, and troubleshooting hardware and software. This includes but is not limited to workstations, mobile devices, printers, operating systems, business applications and personal productivity software.
Identify, install, maintain, and support endpoint technologies in all areas on campus including but not limited to common areas, classrooms, computer labs, meeting spaces, the library, and auditorium.
Establishes and manages procedures to ensure effective support coordination between IT Service Desk (tier 1), tier 2, and tier 3 resources
Ensures technical documentation and standard operating procedures are created and maintained.
Promotes, measures, and ensures IT support teams consistently provide high levels of customer service
Provides support and communicates appropriately across multiple levels of the organization.
Interfaces with Network Services and Enterprise Systems teams to improve user support services provided by the broader Information Technology department.
Meets with administrative and academic teams to identify current and future technology needs as well as process improvement opportunities.
Supervises the day-to-day activities of the team; manages, trains, and develops direct reports.
Maintains an inventory of computer hardware and software applications.
Develops and implements training plans for commonly used campus software applications as well as the appropriate use of end-user technologies.
This position may be required to provide support outside of normal business operating hours.
Performs other duties as assigned
Bachelor’s degree in information technology or related field from an accredited university
Three or more years supervising technical staff. Five or more years providing end user technical support.
Hands-on work experience installing and supporting desktop operating systems and business productivity applications
Hands-on work experience with Microsoft Server operating systems including Active Directory and Group Policy management
Ability to work effectively and politely with people from all backgrounds and experience, while keeping an even, professional disposition
Experience implementing Service Desk software solutions.
Experience implementing IT Service Management or IT Governance frameworks.
Special Instructions to Applicants:
An offer of employment is contingent upon successful completion of a background screening.
Applicants requiring University sponsorship to obtain employment authorization will not be considered for this position.
Maryville University is committed to a policy of equal opportunity and prohibiting discrimination on the basis of age, disability, gender, genetic information, marital status, national origin, race/color, religion, sex, sexual orientation, veteran status, or any other status protected by law. This extends to all aspects of the employment relationship, including recruiting, hiring, training, on-the-job treatment, promotion, layoff, and termination.
Job Type: Full-time
This position requires the ability to work flexible hours (weekends and nights) based on the demands of campus events.
Maryville University is a selective, comprehensive and nationally ranked private institution more than 6,000 students. Maryville offers more than 100 degrees at the undergraduate, masters and doctoral levels to students from 50 states and 32 countries. Consistently ranked as a top private school by Forbes and Kiplinger's, Maryville has been named the Number 1 Over-performing University in the nation by US News and World Report for the last two years. Maryville's athletics teams compete in 20 intercollegiate sports at the NCAA Division II level in the Great Lakes Valley Conference. Founded in 1872, the University is ideally situated on 130 picturesque acres in West St. Louis County.
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