As an IT senior management member, the Director of User Services participates in strategic planning for the IT department, and plans, budgets and manages all Skidmore-owned desktop and laptop computers, tablets, and printers used by the College’s constituents. This position provides leadership, direction, and vision to ensure the College’s constituents have the desktop and laptop computers, tablets, and printers and related support they need to achieve their pedagogical, academic, administrative, and/or event goals. The Director also is responsible for overall project management of many of the initiatives related to improving the College’s IT, and is an IT department and college liaison to various internal and external groups regarding current and future uses of IT technologies for various College constituents. The Director of User Services directs and supervises a user services support team, desktop support technicians, end user computing specialists— and help desk student workers to: install/set up, configure, maintain, repair, and upgrade Skidmore-owned desktop and laptop computers, tablets, and printers campus-wide; provide the College’s constituents the support they need to use this technology effectively; and track and address IT user needs. In directing and supervising these staff, the Director ensures they recommend technologies that best help the College achieve its strategic goals while balancing available technical and financial resources.
Occasionally, the Director of User Services provides IT user support services (including performing any of the User Services team members’ functions).
It also has a responsibility to respond to communications and requests related to general IT issues and needs that arise outside of normal work hours.
Education: Bachelor's Degree in IT or a related field from a regionally accredited institution is required. Experience: Knowledge of desktop hardware and software required Five (5) years of experience in IT required Two (2) years of formal management/leadership experience required Excellent verbal and written communication skills are required Experience in providing excellent customer service Experience providing data reporting and KPI's measuring performance Knowledge of incident response desired Experience managing service level agreements as a vendor or client Demonstrated initiative, and flexibility Demonstrated ability to remain calm in stressful situations Knowledge of user services and desktop support industry standards and practices. Experience with ticketing systems Experience with Asset Management systems Ability to manage a large team across multiple shifts
Advanced degree preferred. Certification in ITIL or similar IT service related certification desired.
Skidmore College is committed to being an inclusive campus community and, as an Equal Opportunity Employer, does not discriminate in its hiring or employment practices on the basis of race, color, creed, religion, gender, age, national or ethnic origin, physical or mental disability, military or veteran status, marital status, sex, sexual orientation, gender identity or expression, genetic information, predisposition or carrier status, domestic violence victim status, familial status, dating violence, or stalking, or any other category protected by applicable federal, state or local laws.
Employment at Skidmore College is contingent upon an acceptable background check result.
Internal Number: 3826
About Skidmore College
Skidmore is a highly selective liberal arts college with a reputation for its creative approaches to just about everything. With its relatively small size and student-faculty ratio, the College is a close-knit academic community. Skidmore is known for its faculty of teacher-scholars devoted to the instruction and mentoring of undergraduates; approximately 2,400 talented men and women from some 47 states and 46 countries.In the universe of selective, private liberal arts colleges, Skidmore's distinctiveness is expressed in the statement that "Creative Thought Matters". This idea reflects not only the historical strength of the College's programs in the fine and performing arts but also the understanding that creativity is required for achievement in any area of human endeavor.The city of Saratoga Springs is widely recognized as one of America's great communities. It is located in the foothills of the Adirondack Mountains, within a three-to-four-hour drive from New York City, Boston or Montreal. Travel & Leisure calls Saratoga Springs one of "America's Greatest Main Streets" as well as "one of the best college towns in the nation," Money Magazine says it's one of the nation's top 100... places to live, and Princeton Review describes it as a "perfect college town." It's a community rich in history and tradition. Famed mineral waters, a Revolutionary War battlefield, and the nation's oldest thoroughbred racetrack represent portions of that history. Also, it's a community of arts and culture. The Saratoga Performing Arts Center (SPAC) is the summer home to the New York City Ballet, Philadelphia Orchestra, and a performing venue for top rock and jazz musicians.The Skidmore College community awaits your arrival, so if you welcome challenges and are interested in making a difference, come join us!