User Services Manager

Ellucian

Ellucian designs technology that powers the educational mission of colleges and universities around the world. Inspired by that goal, Ellucian employees thrive as part of a high-performing global team committed to delivering a modern, connected, industry-leading experience for today’s students and higher education institutions. More than 2,500 institutions in 50 countries around the world look to Ellucian for the ideas and insights that will move education forward, helping people everywhere discover their futures through learning.

University of St. Thomas (Houston)


The successful candidate will add value by:

Support and management of Help Desk, Desktop Technology, and Lab/Classroom Technology functional areas

Day-to-day oversight of all End User Services activities as well as manages ongoing projects and tasks for desktop support

Manage any IT staff or students and associated assignments to include Help Desk, Desktop Technology, and Lab/Classroom Technology

Provide project management for areas of responsibility

Ensure end user data is protected and recoverable

Ensure the necessary tools are available to onsite user support technicians for proactive and responsive services

Provide ongoing review of system operating requirements in alignment with budget planning

Provide up-to-date system and process documentation and inventories

Manage all related vendor support contracts for end user hardware and software

When necessary, work in concert with software and hardware vendors for problem resolution

Thoroughly understand multiple versions of the Windows desktop operating system as well as patch and imaging technologies

Have strong customer service skills and staff management experience

Good written and verbal communication skills required

Strong desktop technical background

Strong end user orientation

Staffs and trains team of technical support specialists for PC and Mac support, helpdesk support, and training support initiatives

Trains staff to help customers use products properly

Handles customer problems that appear to arise from the use of products or the services

Coordinates rollout of new PCs, Macs, laptops, printers, etc. in accordance with applicable replacement schedules as well as associated licensing

Plans and schedules levels of support

 

Required Skills/Knowledge/Experience:

Bachelor’s degree from four-year college or university; or at least five years related experience and/or training; or equivalent combination of education and experience, including five – seven years in area(s) of specialty.

Demonstrated experience managing a team of customer service professionals

Experience with help desk ticketing systems and customer service workflow

Strong understanding of technical troubleshooting methodology

Ability to facilitate problem-solving among administrative groups with varying needs and priorities, and to communicate well with administrative users, technical staff, and senior management

Knowledge of applicable laws, guidelines or regulations as they relate to IT

Strong leadership, coaching and mentoring skills

Excellent oral, written, and interpersonal communication and presentation skills across organizational boundaries

Ability to work with a range of technical staff to develop joint solutions

 

Desired Skills/Knowledge/Experience:

Knowledge and experience with PC and Mac system imaging.

Experience with Service Now Help Desk system, basic Cisco networking equipment, and Microsoft support, highly desired.

 

 

 

More Information / Apply Now

Type

Administration

Asia%2C%20Houston%2C%20United%20States

Asia

Houston , United States

Location

United States

Houston

Type

Administration

Asia%2C%20Houston%2C%20United%20States