Massachusetts Jobs

NORTHAMPTON SEE WEBSITE FOR FULL JOB DESCRIPTION Associate Director for User Services 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. Minimum Qualifications 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. 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.