Associate Director, User Support Services - (STA010090)

University of Houston- Downtown
 Remote
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Associate Director, User Support Services - (STA010090)

Description

This position may be eligible for Hybrid Work, working remotely for up to two days per week after the initial 90 days of employment.

Salary Range: $80,937/year or higher, commensurate with experience and/or education

The Associate Director, User Support Services assists with all aspects of technology support including planning and managing resources; budget review and allocation, directing Service Desk operations, managing technical support staff, overseeing University-wide projects, and researching, identifying, and implementing new technology.

DUTIES

· Oversees and manages Service Desk operations, reviews progress, and directs resources as necessary.

· Manages University-wide technology, supports projects including University desktop projects, and works with students, faculty, and staff on IT projects

· Supervises, assigns work, hires, schedules, trains, develops, evaluates, and directs personnel

· Conducts service assessment and user surveys, provides reports to IT leadership, and analyzes UCCX call statistics. Plans and implements continuous improvement processes

· Researches new technology and evaluates tests, and documents new software applications, hardware, and procedures.

· Monitors and distributes incoming technical calls; assists with troubleshooting and evaluating technical problems, and handles escalated calls

· Supports a variety of software and network applications, provides peripheral support, and remote user support

· Provides support for all User Support Services activities and functions in the absence of the Director

MARGINAL DUTIES

· Performs all other duties as assigned

SUPERVISORY RESPONSIBILITIES

Direct Reports: Full Time and Part-Time Employees

Delegation of Work: Regularly assigns work to subordinate(s)

Supervision Given: Has primary responsibility for conducting performance evaluations and making recommendations for hiring and dismissing employees

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge:

· Knowledge of trends, issues, and accepted practices relevant to the position

Skills:

· Strong analytical and problem-solving skills, as well as management, interpersonal, and communication skills

Abilities:

· Ability to effectively communicate with a wide range of individuals in a diverse community

WORK LOCATION AND PHYSICAL DEMANDS

Primary Work Location: Works in an office environment, classroom, training room, auditorium, and computer laboratory

Physical Demands: Work is performed in a typical interior work environment that does not subject the employee to any unpleasant elements. An individual has discretion in relation to walking, standing, etc., and has minimal exposure to physical risks. Expected to carry and respond to the cell phone at all times.

EEO/AA

Qualifications

Required Education: Bachelor's degree in Information Technology or a related field

Required Experience: Minimum of five (5) years of related job experience

PREFERRED QUALIFICATIONS

Supervision of technical staff

Technical project management experience

Experience with call management and remote support software

Management of technical help desk or call center

About University of Houston Downtown

The University of Houston-Downtown – the second largest university in Houston - is a comprehensive four-year university offering bachelor’s and selected master’s degree programs and providing strong academic and career preparation as well as life-long learning opportunities. Located in the heart of the city, the University reflects the diversity of the Greater Houston Metropolitan Area, and, through its academic programs, engages with the community to address the needs and advance the development of the region. UHD is an inclusive community dedicated to integrating teaching, service, and scholarly research to develop students’ talents and prepare them for success in a dynamic global society. UHD draws students from throughout the Greater Houston area. UHD is considered one of the most ethnically diverse liberal arts institutions in the southwest, a distinction that indicates the student body accurately reflects the Houston community's wealth of cultures, languages and nationalities. The University offers all students a specially tailored opportunity for quality higher education, as well as small classes. UHD employs over 1,100 faculty and staff.

Since opening its doors in 1974, UHD has grown in mission and service, and now offers baccalaureate degrees in 45 areas and nine master's degree programs. Over 15,000 students attend classes in five colleges: Marilyn Davies College of Business; Humanities and Social Sciences; Public Service; Sciences and Technology; and University College. UHD boasts over 56,000 alumni and is noted nationally as both a Hispanic-Serving Institution and a Minority-Serving Institution. As one of the four distinct and separate components of the University of Houston System, UHD offers educational opportunities and access to students from a variety of backgrounds, including many first-generation college students, students who work full- or part-time, students with additional family obligations, and students who transfer from community colleges and other higher education institutions. The University of Houston System is a public system of higher education that includes three other universities in addition to UHD—the University of Houston, UH-Clear Lake and UH-Victoria.

Quicklink to Apply: https://uhs.taleo.net/careersection/ex3_uhd/jobdetail.ftl?job=STA010090&tz=GMT-05%3A00&tzname=America%2FChicago

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