Associate Director for User Services

If you have any questions about the position or our application process, reach out to us at recruiting-u@smith.edu.

Information Technology Services

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