Director of User Support Services

  • Full-time

Job Description

Queens University of Charlotte seeks a Director of User Support Services (USS). The position, within the university’s IT Services department, leads the USS team which supports end-user facing IT services and solutions for the university’s faculty, staff, and students. This includes Help Desk call and ticket management, end-user hardware and software deployment and support for Windows and Apple computers, virtual desktop computing, classrooms and computer labs, and auditorium A/V systems. The Director of USS drives solutions to continuously improve the user and support experiences with technology services as well as efficiency within the IT Services department.

This position reports to the Senior Director of Technology Infrastructure and Support and is classified as an “exempt” position under the Fair Labor Standards Act (FLSA).

Essential Duties and Responsibilities

•Leading and coaching the USS team to maximize efficiency, performance, and staff development.

•Coordinating, prioritizing and delegating to members of the teams to effectively meet SLAs and KPIs while also directly contributing to the team by
actively responding to technology service and support needs.

•Establishing and refining the processes, techniques, tools, and methods to provide exceptional support and services.

•Evaluating and recommending solutions that improve the end-user computing experience while maximizing past and future technology investments.

•Working with management, peers, and customers to understand requirements, potential impacts and time constraints of projects and tasks so that desired outcomes are met.

Qualifications

Experience, Knowledge and Skills Required
• Excellent critical thinking and problem solving skills and ability to quickly learn and apply new information.
• Excellent verbal and written communication skills.
• 5+ years of progressive experience in technical/end-user computing support.
• Proven experience managing a Help Desk and support technicians (including hiring, training, developing performance measures, providing feedback as well as handling difficult employee issues and/or conflict effectively).
• Proficient in Windows and Mac operating systems.
• Proficient with office productivity suites including MS Office for Windows and Mac and Office 365 (preferred).
• Preferred certifications in one or more of the following: CompTIA A+, ITIL, HDI, Microsoft Certified Desktop Support Technician (MCDST), Microsoft Certified Solutions Associate (MCSA), Apple Certified Support Professional (ACSP).
• Bachelor’s degree in computer science, or equivalent combination of education and experience.


Physical Requirements (with or without reasonable accommodation)
• Visual Abilities: Read reports, create presentations and use a computer system, 75-100% of the time
• Hearing: Hear well enough to communicate with co-workers, vendors, and students, 75-100% of the time
• Dexterity, Grasping, Feeling: Write, type and use the telephone, copier, and computer systems, 75-100% of the time.
• Mobility: Open files and operate office machines; move between departments and attend meetings across campus, 50-74%of the time.
• Talking: Frequently convey detailed or important instructions and ideas accurately, loudly, or quickly, 75-100% of the time.
• Lifting, Pulling, Pushing: Exert up to 50 pounds for force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects, 0-24% of the time

Work Conditions
*  Work in office environment, contact with board members, faculty, staff, students, parents, providers, vendors, community members and business partners
 * Work has deadlines, multiple interruptions, high volume and may be stressful at times.
*  Occasional evening and/or weekend hours to achieve objectives of the department.

Additional Information

Benefits

Queens offers comprehensive benefits to eligible employees, including: medical, dental & vision insurance, domestic partner benefits, defined contribution retirement plan & supplemental retirement plan, vacation and paid holidays, tuition remission & tuition exchange, Queens-paid life insurance, supplemental life insurance, dependent life insurance, accidental death and dismemberment insurance, flexible spending accounts (medical, dependent care, Health Savings Account), sick leave and long-term disability leave, FMLA leave, reduced cost meals at Morrison Dining Hall, employee assistance program (EAP), wellness programs. In addition, employees may choose benefits such as pet insurance, critical care insurance and legal assistance.

The above description is not intended to be an all-inclusive list of the duties and responsibilities of this position, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended to describe the general nature of the position.


About Queens

Queens University of Charlotte is a private, co-educational, Presbyterian-affiliated comprehensive university located in the heart of Myers Park in Charlotte, NC, and is consistently ranked in the top tier of Southern Regional Masters Universities. The university has over 2,200 undergraduate and graduate students in programs offered by the College of Arts and Sciences, the McColl School of Business, the James L. Knight School of Communication, the Wayland H. Cato Jr. School of Education, the Andrew Blair College of Health and the Presbyterian School of Nursing. Additional information about may be found at http://www.queens.edu.

Queens values campus diversity and demonstrates this in campus initiatives; we particularly encourage members of historically under-represented groups to apply. Only candidates who best match requirements of job will be contacted. The position will be removed from the website once an offer is extended and accepted, or when a sufficient candidate pool is identified. Due to limited staff resources, phone calls cannot be accepted or returned.

Queens University of Charlotte is an equal opportunity employer and is firmly committed to supporting and celebrating all forms of diversity. Queens does not discriminate on the basis of race, color, gender, sex (including pregnancy, child birth and conditions related to pregnancy or child birth), gender orientation, gender identity or expression, religion, age, national origin, disability, political beliefs, veteran status, genetic information or any characteristic protected by law in the administration of its educational and admissions policies, scholarship and loan programs, athletic programs, employment and hiring policies, or other university-administered programs. Any applicant for employment who needs any reasonable accommodation under the Americans with Disabilities Act should contact the Director of Human Resources at 704.337.2297.