Senior Director, User Services

Department

Information Technology Services

Job Description

Job Summary

The Senior Director of User Services ensures the organization and delivery of technology resources and services in support of the College's goals. This position provides overall leadership and direction for the User Services group; sets the direction and path of Smith's User Services agenda; oversees all User Services resources, services and programs; leads campus-wide change management initiatives; and the promotion of technology support services.

Success in this position includes:

1. Smith's technology support needs are understood and met with appropriate resources and services. The College community has confidence in User Support services, and in their ability to access and use campus technologies in their work. Provided technologies, services and support are timely, relevant, reliable and convenient.
2. The User Services agenda is defined annually (and adjusted as necessary) with a clear direction and path. User Services issues and requirements are included in annual ITS goals and on-going projects as well as Smith's overall technology plan.
3. User Services staff are aware of, advocate for, and are prepared to support existing and anticipated campus technology support needs. The staff are knowledgeable about and employ best practices in their resource selection and support, and take advantage of opportunities created by new industry resources and standards.
4. ITS is aware of the community's emerging technology support priorities, and provides outreach to encourage the effective and appropriate use of new technologies in support of the College's goals.

Take appropriate actions to support a diverse workforce and participate in the College's efforts to create a respectful, inclusive, and welcoming work environment.

Essential Functions

Departmental Leadership (30%):

• Provides the overall leadership and direction for User Services staff, and is responsible for budgetary and other administrative responsibilities related to this group.
• Leads the group in planning and delivery of technology support programs and services, represents User Services needs and goals in departmental planning efforts, and makes decisions regarding the allocation of human and financial resources.
• Manages or oversees technical projects that improve the delivery of service to all constituents of the user community, including change management initiatives related to technical implementations/changes.

Operational & Strategic Planning (20%):

• Sets the direction and path of Smith's User Services agenda.
• Consults with the faculty, staff, and students to ensure that Smith's technical support needs are understood and met.
• Leads the operational and strategic planning and policy related to technology support resources, initiatives, and services.

Stewardship (20%):

• Promotes the use of technology support resources in support of the College's diverse goals.
• Serves as a catalyst for service improvement and community technical confidence by building and sustaining relationships with users, and programming that facilitates technical independence.
• Advocates on behalf of the campus community in matters related to technology support.
• Serves as a member of campus-wide committees to both represent ITS services and be informed of emerging technology support priorities.

Service Maintenance and Continuous Improvement (15%):

• Oversees the services and programs based at ITS Service Points; the technologies in campus spaces (classrooms, offices, meeting/event rooms, etc.); development programs that enhance the community's ability to use technology resources; the support of technology resources including institutional software, and equipment, and their use by faculty, staff and students; and collaborates with the ITS leadership team on software licensing, and hardware contracts.

Management/Leadership (15%):

• Participates in the work of the group.
• Manages a team of direct reports in regular staff roles
• Accountable for hiring, development / coaching, and performance-related decisions with support from Human Resources.
• Makes informed decisions impacting team and college including setting priorities, allocating resources, and problem-solving.
• Effectively communicates expectations, provides feedback, and ensures alignment with department goals.
• Addresses conflicts and challenges within the team to promote a positive work environment
• Formulates and implements policies and procedures
• Perform other duties as assigned by management.

MINIMUM REQUIRED Qualifications:

• Bachelor's Degree
• Required Experience 12 or more years technical experience, 5 years of leadership experience
• Area: information services, education, or discipline-related field

Knowledge of:

• Broad knowledge of desktop, audio visual, and other relevant technologies, and their use for business, instruction, and research needs.
• Understanding of security and regulatory requirements, which affect licensing, and the user community, and their work.
• Understanding and previous successful application of change management strategies appropriate for a diverse faculty, staff and student community.

Skills:

• Significant technical support experience.
• Customer service experience.
• Staff management experience.
• Project management experience, including large-scale resource implementations and/or upgrades
• Vendor license/contract negotiation experience.
• Strong written/oral communication skills.
• Excellent organizational and problem solving skills.
• Ability to independently acquire new skills, and move quickly between tasks and environments.
• This position requires a high level of self-discipline and collaboration, and requires and awareness of and willingness to call on the expertise of colleagues within ITS, across campus, and off-campus when their skills will enhance the quality of work being performed.

Preferred Qualifications:

Skills:

• Teaching experience preferred

Compensation

In addition to a competitive benefits package, annualized pay for this role is typically between $116,458.02 - $157,560.85 covering the middle half of market compensation. Actual compensation will vary based on individual qualifications and work schedule if less than full-time.

Position Type

Regular

Please attach BOTH a current resume and a cover letter in order for your application to be considered for this position . Be sure you have provided all attachments before submitting your application.

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Review of applications will begin

May 15, 2026