General Purpose of Position:

Directs the User Services team.

Essential Duties & Responsibilities:

▪ Manages the User Services team and helps them resolve issues regarding their areas of support.
▪ Resolves technical issues escalated from the department.
▪ Responsible for hiring and training User Services staff.
▪ Manages and coordinates special projects.
▪ Specifies and orders hardware.
▪ Maintains integrity of public PCs.
▪ Makes recommendations for new technology initiatives for the Meredith community.
▪ Assists faculty and staff in management and implementation of new projects (curriculum labs, special needs PCs and special requests for the temporary use of hardware or software resources.
▪ Manages global help desk support issues.
▪ Manages all campus software (purchasing, licensing, and contracts).
▪ Responsible for the management of all end user IT assets.

Skills Needed:

▪ Strong personnel management skills.
▪ Ability to manage and support User Services troubleshooting of all end user technology hardware, software, and related Meredith applications.
▪ Ability to communicate effectively with end users, vendors and other community members to identify technical requirements and problems and apply appropriate solutions. Make recommendations for new technology initiatives as needed.
▪ Strong attention to detail and solid follow-through skills with the ability to set and deliver on priorities in a fast-paced environment.
▪ Excellent interpersonal skills with ability to foster a customer-driven environment and a can do attitude.
▪ Excellent organizational, time-management, execution and tracking skills.
▪ Ability to oversee and maintain the helpdesk ticketing system.
▪ Manage hardware and software inventory, including ordering equipment and software.
▪ The ability to work both as a team player and autonomously while providing status updates to the appropriate personnel.

Key interfaces:

▪ Interacts extensively with staff, faculty, students, and members of the Meredith community.
Education & Experience:
▪ Minimum of 3 years of experience providing technology support in a complex environment.
▪ Minimum of 5 years in a supervisory position of a technology service desk in a complex environment.
▪ Experience working in a higher education setting is strongly preferred.

Working conditions & physical demands ▪ General office setting with moderate noise level.
▪ The ability to regularly lift and move technology related equipment.

Required Documents:
- Resume
- Cover Letter

Notice: If you are seeing this position posted on a job board other than the official Meredith College career posting page, please know that any pay range included is not authorized or approved by Meredith College and may not reflect the actual pay rate for the position.