Director of User Services

Pay Status and Classification: Exempt, Regular full-time. This is an 12-month position. This position is eligible for a hybrid work schedule.

Supervisor: Chief Information Officer

Position Purpose: Manages the Client Services and Learning Environments team, handling both personnel and financial aspects. Leads support for students, faculty, and staff by evaluating technical issues and collaborating with ITS (Information Technology Services) peers to implement effective solutions. Directly oversees Tier 1 and Tier 2 Client Services teams (including ITS Help Desk and Learning Environments), managing training, staffing, and performance assessment. Additionally, responsible for the equipment lifecycle replacement workflow, encompassing standards definition, procurement, setup, and distribution.

Essential Responsibilities and Duties:

1. Team Management and Leadership: Recruits, manages, trains, and mentors Client Services and Learning Environments teams. Evaluates team performance and develops and implements processes for improvement. Manages assigned ITS resources for implementation and support.
2. Strategic Planning and Developments: Directs projects to analyze and recommend new technologies. Contributes to ITS management team for standards and policies development. Maintains up-to-date knowledge of complex computing environments and emerging technologies.
3. Collaboration and Communication: Fosters knowledge-sharing and open communication within ITS groups. Communicates and collaborates with students, faculty, and staff, for technology solutions. Represents the college in conferences, seminars, and professional organizations related to user support and technology use. Provides oversight for training and user education programs.
4. Equipment Procurement and Vendor Relations: Strategically plans and executes procurement for A/V, computer hardware, and peripherals, ensuring efficient acquisitions. Maintains vendor relationships, negotiating favorable terms and service agreements within budget constraints. Collaborates with stakeholders to identify needs, assess technology, and provide informed purchasing recommendations. Manages inventory, optimizing stock to support client services efficiently. Oversees evaluation of new products aligning with department goals and user needs.
5. Event Support and Logistics: Works with the Assistant Director of Learning Environments to ensure responsive and high quality support for electronic classrooms and events being held on the Union College campus, including Zoom webinars. Provides oversight of work with departments to configure/install audio visual (AV) equipment needed in conference rooms or labs.

Qualifications:

1. Bachelor's degree required, preferably in Computer Science, Management Information Systems or Business Administration, and a minimum of 5 years of successful management experience in a service-oriented technology environment, and/or a combination of relevant education, training, certifications, and/or work experience. Master’s degree preferred.
2. Proficient in Windows and Apple client hardware and operating systems.
3. Proven experience implementing performance metrics for operational analysis and decision-making purposes.
4. Strong leadership abilities with a focus on coaching and mentoring.
5. Demonstrated experience with IT service management, including overseeing a help desk ticketing system; experience with TeamDynamix preferred.
6. Excellent interpersonal and communication skills adaptable to diverse student, faculty, and staff clientele.
7. Proven ability in strategic planning and organizational skills; experience in project management is a plus.
8. Track record of success in a collaborative, team-oriented work environment.
9. The ability to foster and enhance a thriving, culturally diverse, and inclusive learning community, while promoting a sense of belonging among students, alumni, faculty, and staff colleagues.
10. The ability to foster and enhance a thriving, culturally diverse, and inclusive learning community, while promoting a sense of belonging among students, alumni, faculty, and staff colleagues.

Preferred Qualifications:

1. Certifications from Help Desk Institute (HDI), such as HDI Support Center Team Lead or HDI Support Center Director, along with knowledge of the ITIL framework.
2. Comprehensive understanding of the computing environment within academic settings.

We know some job seekers may not apply for career opportunities unless they meet every qualification in the position description including the preferred qualifications. We are most interested in hiring the best staff and faculty colleagues, and recognize that a successful candidate may come from a less traditional career path. We encourage you to apply, even if you don’t believe you meet every one of our preferred qualifications.

Note: All new hires of Union College are subject to a thorough education, work experience, and criminal history background check.

Compensation

The annual salary range this position is $95,000.00 - $110,000.00. Except for roles with a set rate of pay, the wage/salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The stated hiring rate/range represents the College’s good faith and reasonable estimate of the rate/range of possible compensation at the time of posting.

We offer exceptional benefits including:

• Generous Vacation, Sick and Personal Time
• Winter Recess Break in Addition to Paid Holidays
• Healthcare, Dental, and Vision Insurance (Flexible Spending and Dependent Care Accounts)
• Free On-Campus Fitness Facility Access and Discounts for On-Campus Wellness Programs
• Employee Scholarships toward Certifications, Seminars, Training and Professional Development
• Pre and Post Tax participation in a 403(b) Retirement Plan
• Salary Continuation Program in the event of Disability
• Tuition Assistance Program for Employee, Spouse and/or Dependents

Accommodations

If you require an accommodation throughout the interview process, please don't hesitate to contact our Human Resources department at hr@union.edu or 518-388-6108. We are committed to ensuring that all candidates have equal access to opportunities and can participate in a fair and inclusive hiring process.

Diversity at Union College

Union College is an equal opportunity employer and strongly committed to student and workforce diversity. Increasing diversity on campus is a critical priority for Union, one that is integral to our mission of preparing students for a globally interconnected world. Union provides a blend of intellectual, social and cultural opportunities to facilitate the integrated academic, social and personal development of a diverse community. We value and are committed to a host of diverse populations and cultures including, but not limited to, those based on race, religion, disability, ethnicity, sexual orientation, gender, gender identity, national origin and veteran status. Union College is committed to providing access and will provide reasonable accommodation in its application process to individuals with disabilities that request such accommodations.

Union College

Officially chartered in 1795, Union College is the fifth oldest liberal arts college in the country. Located in the Capital District of New York State, Union is a highly selective residential and undergraduate college, home to 2,200 students and 220 faculty, and offering 44 majors. Union was the first liberal arts college to rethink the traditional liberal arts education and adopt an engineering curriculum. That pioneering approach continues today with an education that encourages students to work beyond the limits of disciplinary boundaries, allowing them to think globally and lead innovatively in a world where problem solving requires breadth across humanities, arts, social sciences, science, and engineering.