Join a vibrant campus community whose excellence is reflected in its diversity and student success. West Chester University of Pennsylvania invites applications for the position of Senior User Services Lead, within Information Services and Technology (IS&T).? The IT Help Desk serves a campus community of over 17,000 students and 1800 employees.
This position provides leadership and quality control of user-facing support services and is responsible for the overall user experience and interactions between IS&T Staff and the campus community. This position also assumes ownership of equipment purchasing and loaning programs, software purchases, and core IT support systems including the IT Service Management System (ServiceNow), and Remote Support System (Beyond Trust).
Lead and manage the IT Help Desk team which includes Service Desk operations and IT Procurement and Asset Management to deliver exceptional support and customer service to the campus community;
Optimize and promote the use of technology through user engagement, continual service improvement and effective two-way communication with the WCU community;
Develop and monitor Service Level Agreements (SLA) between IS&T and University departments;
Provide direction and oversight of the IT Service Management System (ITSM), Remote Support Technologies, and system integrations/applications;
Supervise personnel and monitor incident trends ensuring operational needs are being met, adjusting resources as needed;
Understand and build metrics and assessment models. Provide data to Director of Ed Tech & User Services, CIO, IS&T Leadership to be able to assess and benchmark performance;
Oversee project lifecycles, including gathering requirements, defining scope, and assisting with the design and implementing of new technologies;
Serve as a campus resource and obtain stakeholder feedback to understand user experience and overall effectiveness of the ITSM, and other services;
Mentor and develop staff, implementing user-centric support ideologies;
Establish professional relationships with third party account representatives;
Troubleshoot and escalate vendor-related incidents to account representatives, providing prompt communication to the campus community when appropriate;
Provide technical and professional guidance to student employees working in the IS&T Help Desk to ensure that they are productive employees of the department and learn from the real-world experience;
Act as primary communication channel for the Office of Information Technology to the University community; Send campus-wide e-mail messages regarding technology issues; maintain the core content on the OIT website;
Remain current with on-going developments in the fields of ITIL, service desk operations, technical support and procurement, training and other information technology topics to take advantage of emerging trends and developments in those areas;
Manage and maintain supplemental web pages as assigned;
Other duties as assigned.
Minimum of 3-5 years of leadership experience.
Experience managing ITSM systems;
Experience managing ServiceNow;
Experience working in a higher education environment. Strong attention to detail/information accuracy, analytical, technical and organizational skills;
Excellent interpersonal skills, mature judgment and diplomacy required to interact effectively with a broad spectrum of people, including faculty, staff, students, colleagues, and vendors, both individually and in groups;
Ability to work well in a multi-tier team environment;
Experience working with a culturally inclusive workforce and constituency;
Self-starter who takes initiative to seek out knowledge and resolution to problems;
Strong project management skills and the ability to work independently;
Demonstrated experience of programming logic and data analytics/reporting;
Understanding with ITIL framework.
Salary is in the mid $80’s. Excellent benefits package includes tuition fee waiver for self and dependents.
Candidates should apply online at https://www.governmentjobs.com/careers/wcupa Electronic application allows for cover letter, resume and contact information for three professional references (required). References with contact information will be required prior to interview. Review of applications will begin immediately and continue until the position is filled. Applicants must successfully complete interview process to be considered as a finalist.
West Chester University is committed to providing leadership in extending equal opportunities to all individuals and prohibits any form of discrimination and harassment on the basis of sex, race, color, age, religion, national or ethnic origin, sexual orientation, gender identity or expression, pregnancy, marital or family status, medical condition, genetic information, veteran status, or disability in any decision making regarding admissions, employment, or participation in a University program or activity in accordance with the letter and spirit of federal, state, and local non-discrimination and equal opportunity laws, such as Titles VI and VII of the Civil Rights Act of 1964, Title IX of the Education Amendments Act of 1972, The Age Discrimination in Employment Act, The Americans with Disabilities and ADA Amendments Act, The Equal Pay Act, and the Pennsylvania Human Relations Act. Questions or complaints regarding this policy statement should be directed to Lynn Klingensmith, Director for Equity and Compliance/Title IX and ADA Coordinator, located at 114 W. Rosedale Avenue, West Chester, PA 19382; email: LKlingensmith@wcupa.edu; phone: (610) 436-2433.
Developing and sustaining a diverse faculty and staff advances WCU’s educational mission and strategic Plan for Excellence. West Chester University is an Affirmative Action/Equal Opportunity Employer. Women, minorities, veterans, and persons with disabilities are encouraged to apply.
All offers of employment are subject to and contingent upon satisfactory completion of all pre-employment background checks.
Internal Number: 21-47
About West Chester University of Pennsylvania
West Chester University (WCU) of Pennsylvania is among the top regional comprehensive public universities in the nation, serving more than 17,500 students at the undergraduate and graduate levels with a national reputation for excellence, value, and student success. Founded in 1871 as an institute for teacher preparation, West Chester offers more than 118 undergraduate and 103 graduate programs in more than 50 fields of study. In addition to the main campus in West Chester, the University offers programs through its graduate center, the Philadelphia campus, and online. Five colleges and two schools comprise the University: Colleges of Arts and Humanities, Business and Public Management, Education and Social Work, Health Sciences, and the Sciences and Mathematics, as well as the School of Music, and the School of Interdisciplinary and Graduate Studies. Located in Chester County (25 miles from downtown Philadelphia) the area combines the best of enjoyable daily living with easy access to the full spectrum of country and city attractions.