"Desktop Support Services Manager"

Desktop Support Services Manager

Department: University Health Services

Appointment Type and Duration: Regular, Ongoing

Salary: Commensurate with experience

Compensation Band: OS-OA08-Fiscal Year 2025-2026

FTE: 1.0

Application Review Begins: September 15, 2025; position open until filled.

Special Instructions to Applicants: To ensure consideration, please upload the following with your online application:

• Cover letter which expresses your interest in the position and fully articulates how you meet the minimum qualifications, professional competencies, and any preferred qualifications you may have
• Current resume/CV which includes dates of employment

Applicants will also be asked to submit the name and contact information for three professional references, one of which is preferred to be a current or most recent supervisor (if not currently employed). Candidate will be notified prior to references being contacted.

Department Summary:

The Division of Student Life supports the university's academic mission and strategic plan through comprehensive programs and services that promote and advance student learning and success while fostering an inclusive and vibrant campus community. Student Life includes four major portfolios, the Office of the Dean of Students, Experiential Learning & Engagement, Health & Wellbeing, and Division Administration. Key programs and departments within the division include but are not limited to University Health Services, Erb Memorial Union, Physical Education & Recreation, Parent and Family Programs, Major Student Events (Commencement, Homecoming, University Day), Fraternity and Sorority Life, Counseling, Health Promotion, Multicultural and Identity Based Support Services, Student Government Engagement & Success, Student Conduct and Community Standards, and Support for Students in Crisis and Students of Concern.

University Health Services (UHS) is a unit within the Division of Student Life and is a nationally accredited (AAAHC) outpatient clinic providing primary care to students at the University of Oregon. All staff are required to uphold the values of the UHS.

This position works in support of the University Health Services mission and vision and is consistent with UO policy. Some aspects of this position may be completed in collaboration with other University departments.

Position Summary:

Reporting to the Assistant Director for Information Technology, the Desktop Support Services Manager is responsible for planning, organizing and overseeing IT support for University Health Services. UHS IT support includes the following areas: service desk (help desk, call center and desktop support), knowledge-management, accounts and access-management, classroom support, and system administration duties.

The incumbent in this position will require and use technical expertise to provide solutions while managing the administrative functions of the unit including management within an assigned budget and supervision of employees performing technical responsibilities. In conjunction with UHS Leadership, this position will help to ensure staff and students' needs are met. The Desktop Support Services Manager will be responsible for management of services in respective areas, which includes maintaining high quality of services, recommending and implementing best practice/industry standards, meeting Service Level Agreements, identifying opportunities for improvement, retiring old services and starting new services.

The Desktop Support Services Manager will be expected to provide support to the Assistant Director for Information Technology and work with other leadership within UHS to meet technology needs across the department. This position will be expected to work with both technical and non-technical users. Decisions made by this position have major impacts on the management and operations of specific areas within the university. This position may contribute to important goal setting, operation, and business decisions that affect the department's ability to deliver services. It is expected that this position will ensure compliance with federal, state, and university policies and regulation, while maintaining appropriate internal controls.

This position requires successful completion of a criminal background check and routine screening of Medicaid and Medicare Exclusion Lists. Employee loses eligibility for employment if on the List of Excluded Individuals and Entities (LEIE) and/or System of Award Management (SAM). In addition, employee must follow Compliance with UHS policies regarding tuberculosis screening, measles and mumps (MMR), seasonal flu, hepatitis B, and other immunization requirements.

Minimum Requirements

• Bachelor's degree from an accredited college or university or equivalent knowledge and experience
• Three (3) years of experience managing an IT support service such as service desk (help desk and desktop support), computer lab management, knowledge management, or accounts and access management
• 1 year of management experience providing direct and indirect supervision, coaching and mentoring to information technology professionals or student-employees, or leading IT implementation projects

Professional Competencies

• Ability to work collaboratively with a team of diverse IT professionals, clients, and partners
• Experience establishing credibility and relationships with senior leadership, colleagues, and customers
• Ability to assess functional requirements and direct experience implementing appropriate technology, process, and management solutions
• Excellent problem-solving skills
• Ability to adapt to a rapidly changing technical environment
• Effective communication skills, including the ability to explain technical concepts to audiences with a wide range of technical skills
• Experience with and/or commitment to working effectively with individuals from diverse backgrounds, in support of an inclusive and welcoming environment

Preferred Qualifications

• Bachelor's degree in Computer Science or related field
• Experience working in Information Technology within higher education
• Previous experience with evaluating and implementing customer facing Helpdesk or Service Desk services in a Higher Education environment
• Experience with developing and maintaining short-term and long-term plans and budgets for an IT team
• Experience with Information Technology Infrastructure Library (ITIL) or Information Technology Service Management (ITSM)

FLSA Exempt: Yes

All offers of employment are contingent upon successful completion of a background check.