["User Services Lead","User Services Lead"]

User Services Lead | University of Pikeville | Pikeville, KY

At our partner institution at University of Pikeville

The User Services Lead is responsible for day to day management of the User Services team, including Technical Support Specialists. Duties include personnel management, scheduling of staff and student workers, desktop/laptop computer deployments, classroom technology support, troubleshooting, help desk analytics, documentation and customer satisfaction. Responsible for creating and maintaining processes and procedures to enable staff to deliver outstanding support to faculty, staff and students. Helps with departmental purchasing and contract management.

Hours of operation are 8:00 am -5:00 pm, Monday - Friday. Hours may vary.

Duties and Responsibilities:

• Manage a team of User Services staff, including Technical Support Specialists
• Provide backup support at peak times of the year (new semesters)
• Hire, train and track performance of staff members
• Manage End-User satisfaction through timely and efficient help desk ticket resolution, customer service surveys and demonstrating a proactive approach preparing staff members to support end-users.
• Maintain Knowledge Bases and documentation
• Maintain process/procedure operational management documentation for all User Services areas
• Maintain interdepartmental relations through effective communications with other IT business units and user departments
• Responsible for assuring users are provided efficient and timely first and second level support
• Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
• Provides staff support for administrative tasks and projects relative to the Desktop, Media, Wide Area Network, Local Area Network and Telephony functions
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Maintains a central source of information enabling User Services staff and support technicians to recover outages with minimal disruption to expected service levels
• Invokes problem escalation procedures to coordinate recovery• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Ensures that decisions made to improve the overall customer support of the User Services department are continually carried through
• Coordinates training requirements of User Services personnel
• Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)
• Solves problems and makes daily decisions relative to User Services responsibilities.
• Ensures that effective User Services representation takes place for the coordination of work processes and projects with other departments and divisions
• Interfaces with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
• Trains Technical Support Specialists and Student Workers. Reads industry related publications to remain abreast of technology advances and aid in the technology planning effort
• Accountable for meeting systems infrastructure or operational Service Level Agreements established
• Remains on-call during off-peak hours to respond to critical service issues
• Other duties as assigned

Requirements:

• Associate's Degree in Computer Science or another IT related field. Bachelor's Degree is preferred.
• Prior experience in User Services
• Demonstrated excellence in teamwork, as well as written and oral communications
• Ability to work a flexible schedule as needed
• Demonstrated management and decision-making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule
• Ability to manage multiple high priority initiatives in a fast paced highly technical environment
• Orientation to detail and customer service• Must be able to lift 50 lbs as need to move equipment across the campus environment
• Must be able to sit for long periods at a time and or stand for long periods at a time.
• Must be able to crawl under tables and or desks for wiring and cabling needs

Dynamic Campus Core Values

BE A:

• Servant Leader
• Team Player
• Accountable
• Act with the highest integrity
• Provide excellent customer service
• Find solutions not problems