Associate Director for User Services - Northampton, United States - Smith College

Description

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Job Description

Job Summary

Responsible for leadership, strategy and oversight of ITS' support services infrastructure and operations. Oversees and supervises staffing for the IT Service Point / Help desk in the IT Service Center and IT support at the combined Library/IT service point in Neilson Library. Acts as a key team member in the successful delivery of existing IT services and resources, as well as the deployment of new services and resources to the Smith community. Develops relationships with key departmental contacts throughout the college and be seen as a trusted resource to support the effective use of IT Services. Coordinates support needs for special or VIP projects as assigned. Participates in the ITS Extended Leadership team, the IT Support Services leadership team, and related department wide planning, oversight, and development efforts.

Take appropriate actions to support a diverse workforce and participate in the College's efforts to create a respectful, inclusive, and welcoming work environment.

Essential Functions

Management of IT Service Points

• Responsible for management of the central IT Service Points, including the main Service Point / Help Desk in the IT Service Center and IT related support at the combined Library/IT Service Point in Neilson Library.
• Provide oversight and coordination of IT Service Request intake and triage. Develop processes and procedures to ensure calls/requests to the Service Points are logged in the ticket management system and are resolved appropriately.
• Provide management and oversight of the equipment loan program supported out of the combined service point in Neilson.
• Including managing renewal and replacement budget.
• Coordinate escalations within ITS as needed to support the efficient resolution of requests.

Service Delivery Oversight

• Identify areas where IT Support gaps exist and develop programs to address those gaps.
• Ensure up-to-date expertise in the operation and application of enterprise-supported applications ( e.g. G-Suite, MS Office, Zoom) and ITS services is maintained within the User Support team; as well as a working knowledge of a wide variety of commonly used software and hardware.
• Coordinate the development and documentation of support workflows, troubleshooting guides, and escalation criteria for new and existing ITS services, systems and processes.
• Participate in Service Teams for key service areas.
• Foster continuous improvement in technology processes and services.
• Actively participate in planning activities to implement new services, including support for testing, user experience review and development of support processes and documentation.
• Act as an advocate for end-users/constituents in the development, deployment and support of IT services.
• Assist in the maintenance and organization of the campus wide service catalog and knowledge base, as well as the internal knowledge base used by the IT service points.
• Oversee IT campus outreach, including orientations and other events to increase awareness and engagement with available technologies.; work with IT staff to ensure that communications notifications are timely, accurate and meaningful to the consumers of IT services.
• Manage technology support needs for special campus-wide / VIP projects.

Administration of Service Management System

• Act as the Application Administrator for the IT Service Management / Ticketing system.
• Support other departments in the use of the system as appropriate. Responsible for ensuring effective use of our ticketing system; assists with analysis and reporting on request fulfillment in coordination with ITS Extended Leadership to support the continuous improvement of ITS service delivery.

Personnel Management

• Direct the work of the IT User Support team members, including supervision, mentoring, performance management and review, prioritization of workload and assignments, recognition and ensuring appropriate professional development.
• Track and report progress towards team and department goals. Work collectively with and support efforts of other team members.

Organizational Leadership

• Participate in the ITS Extended Leadership team and the IT Support Services leadership team.
• Lead and support designated ITS service teams, working collectively with other team members to support service goals and planning.
• Participate in IT service management protocols, IT operational, strategic and organizational development planning, and annual and multi-year budget processes.
• Act as a partner to ITS and campus stakeholders, developing trust and credibility as an individual and on behalf of the ITS organization.

All employees are expected to participate in the College's efforts to create a respectful, inclusive, and welcoming work environment.

Minimum Qualifications (knowledge, skills, education, experience, certifications, licenses)

• Bachelor's Degree, preferably in MIS or related area and 3 - 5 years' relevant experience or an equivalent combination of education and experience.
• Knowledge of IT Service Management frameworks required.
• Advanced desktop application skills including databases, spreadsheets, word processing, workflow, project management and presentation software required.
• Experience working with individuals from diverse backgrounds.

Preferred Qualifications

• Master's degree and/or related certifications preferred.
• Experience in Higher Education environments.
• Familiarity of Google G-Suite for Education preferred.
• Management experience strongly desired.
• TeamDynamic Administration

Skills

• Ability to work independently on multiple simultaneous projects within prescribed deadlines is essential.
• Excellent presentation skills and ability to adapt communication style to diverse audiences.
• Demonstrated leadership, team management and client relationship skills. Demonstrated ability to professionally and effectively develop and deliver training programs, work with learners having a wide range of computer skills and aptitudes, and produce results which improve learner outcomes.
• Strong attention to detail and accuracy; good judgment; discretion and ability to maintain confidentiality.
• Ability to effectively understand the underlying business goals of IT initiatives and help drive successful outcomes.

Additional Information

Successful ITS managers and directors are known for leading teams that demonstrate effective project and service delivery, consistent adoption of new and emerging organizational practices, effective collaboration and communication across organizational boundaries, and timely and effective follow through. Successful ITS managers and directors are known for dedicated pursuit of successful IT outcomes for our campus communities and for leading their teams to get the right work done well.

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About Smith College

Located in Northampton, MA, Smith College is one of the largest women's colleges in the country and is dedicated to excellence in teaching and research across the liberal arts. A faculty of outstanding scholars interact with students in small classes, as advisors, and through student-faculty research projects. The College is a member of the Five College Consortium with Amherst, Hampshire and Mt. Holyoke Colleges, and the University of Massachusetts Amherst.Students cross-enroll and faculty cross-teach across the Five Colleges.

Consistent with the Americans with Disabilities Act (ADA) and Massachusetts General Law, Chapter 151B, it is the policy of Smith College to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact our recruiting team at recruiting-

As set forth in our mission and values, Smith College is committed to promoting a culture of equity and inclusion among students, staff and faculty. The College will not discriminate in employment on the basis of age, race, color, ethnicity, national origin, creed, religion, sex, sexual orientation, gender identity, gender expression, pregnancy, genetic information, age, veteran status, physical or mental disability, or any other classification protected by law. Smith College is an equal opportunity employer and complies with all state and federal laws that prohibit discrimination.