Job Listings

Director of User Services & Support

Company:
Buena Vista University
Job Location:
Storm Lake, Iowa
Category:
IT Support and Training

Buena Vista University is looking for an experienced Director of User Services & Support with infrastructure and cloud administration experience to join their Information Technology Services & Support department. Reporting to the Chief Information Officer, the Director of User Services & Support will be responsible for the development and implementation of visionary, world-class technology support services and the leadership of the team that delivers them. This includes leadership and professional development of staff, the development of a strategic vision for the use of technology and supporting infrastructure, and the direct technical configuration and maintenance of such infrastructure solutions.

A strong candidate will be a servant leader with great technical skills and the ability to communicate with and relate to non-technical users. Ideal candidates thrive in a high-intensity environment and can switch quickly between direct technical work and the soft skills required to lead teams and resolve conflict. The ability to communicate vision and encourage others are essential in this role. A background check will be conducted on the final candidate. 

Primary responsibilities:

The Director of User Services & Support is responsible for the infrastructure providing support services for user-facing technologies and the support of those services. Leadership responsibilities include the development of a visionary strategic plan, communicating this plan, and providing the guidance and assistance required to achieve the plan. Direct technical responsibilities include the development of endpoint configuration management and related services, developing a strong cyber security posture for end-user technologies, and assisting others as required in the provision of such services.

  • Provides leadership and development for User Services & Support staff. Works collaboratively with subordinate supervisory staff to develop professional development programs and opportunities for student workers.
  • Develops internal vision that aligns with broader goals and the mission of the University and communicates it to User Services & Support team. Creates actionable plan for achievement of the vision and works collaboratively with others to take action that results in progress toward realization of the vision.
  • Ensures smooth flow of work through the User Services & Support Team. Acts as point of escalation and deconfliction for issues arising within or affecting the team.
  • Develops vision and implements tools providing high-quality and high-value assistance in endpoint technology and analytics, and oversees efforts to expand the use of helpful technologies throughout the University.
  • Architects, configures, administers, and maintains Microsoft Endpoint Manager and related tools.
  • Designs and implements advanced threat analytic program for endpoint and user protection.
  • Acts as technical architect for large and / or complex projects. Works collaboratively with technical and non-technical staff to ensure future-thinking approach to planning and appropriate implementation.
  • Performs Microsoft 365 administration and works collaboratively with others to expand its use as applicable throughout the University.
  • Provides Tier 3 technical support as needed in person and remotely.
  • Cultivates positive, productive relationships with students, faculty, staff, and guests and ensures they receive high quality and timely support.
  • Provides high quality documentation and ensures that student staff are properly documenting as required to support internal and external business processes
  • Proactively researches and stays abreast of IT Service Management methodologies and their implementation. Makes changes to BVU’s ITSM program as needed to ensure high-quality user support experience.
  • Acts as cyber security expert for matters pertaining to user-facing technologies. Trains others in matters of information security and ensures risk-management thinking among User Services & Support staff.
  • Monitors and informs ITSS leadership and others as necessary regarding security practices and controls according to institutional policy and industry best practices. Identifies opportunities to improve the cybersecurity posture of the university and works with others to ensure the security of university data.
  • Coordinates, advises, and assists in cyber investigations, incident response, forensics, and documentation.
  • Assists with technology security risk management, security planning, and compliance reporting.
  • Collaborates with other ITSS staff, and provide backup and support for other roles as needed
  • Develops relationships with vendors and third-party partners to ensure accurate and timely engagement in support of projects, proposals, and support efforts.
  • Collects and/or co-defines business and technical requirements that will have an impact on technical infrastructure and incorporates those requirements into technical selections and architecture.
  • Leads the discovery, feasibility analysis, and prototyping of future-state technical tools, systems, software, architecture, and protocols for incorporation into the University’s technical architecture.
  • Ensures that the technical architecture is forward-looking, cost effective, secure, meets business and technical requirements, and is technically correct.
  • Thoroughly documents plans, designs, architecture, and changes relating to areas of responsibility and works with others to ensure complete documentation as needed.
  • Proactively identifies opportunities to make strategic investments in technology. Coordinates with staff, faculty, and students to facilitates development of thorough forward-thinking plans and proposals.
  • Proactively researches and stays abreast of trends in K-12 and higher education technology. Communicates trends with others to aid in future-thinking planning and project development.
  • Develops policies and procedures in accordance with defined frameworks and best practices.
  • Ensures institutional standards, policies, and procedures are met and provides justification for deviations.
  • Communicates clearly and effectively with all parties involved in all efforts on technology related matters.
  • Other duties as assigned.

Education and Experience:

  • Four-year degree in Information Systems or related field, or an equivalent combination of education and experience
  • Six years of experience in user support, preferably in a higher education setting.
  • Four years of experience in infrastructure support, preferably in a higher education setting.
  • Demonstrated experience leading teams.
  • Demonstrated experience with strategic planning and the communication of future vision.
  • Demonstrated experience supporting a variety of technologies with a high level of user satisfaction.

Knowledge, Skills and Abilities:

  • Demonstrated ability to create and maintain high-quality documentation.
  • Demonstrated ability to seek out and provide added value to others.
  • Demonstrated engagement in a continuing program of personal and professional development.
  • Interest in and ability to interact professionally and effectively across all levels of an organization.
  • Interest in and ability to manage and prioritize multiple projects and tasks and work independently with little supervision.
  • Interest in and ability to perform job duties with the utmost integrity and adherence to institutional policy.
  • Interest in and ability to read, interpret, and apply technical documentation.
  • Strong analytical skills and attention to detail.
  • Strong customer service and collaboration skills.

BVU is an EOE/ADA/Smoke-Free Employer

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