User Services Manager I

Commitment to Mission

This job carries with it the obligation to uphold the Mission of Lone Star College (LSC) in carrying out the duties of the position. A commitment to positive interpersonal behaviors, professional communication, integrity, leadership, stewardship, respect and accountability to LSC students and employees is essential.

Cultural Beliefs

• One LSC
• Student Focused
• Own It
• Foster Belonging
• Cultivate Community
• Choose Learning

Campus Marketing Statement

Lone Star College-Tomball
Lone Star College offers high-quality, low-cost academic transfer and career training education to 80,000+ students each semester. LSC has been named a 2023 Great Colleges to Work For® institution by the Chronicle of Higher Education.

Location address is 30555 Tomball Parkway, Tomball, TX 77375.

Job Description

PURPOSE AND SCOPE:

The User Services Manager I will be responsible for effectively and efficiently managing OTS personnel, hardware, budget, and other resources in the technology support of faculty, staff and students to achieve success in the strategic goals and mission as set forth by Lone Star College. This position will manage OTS activities including the operational responsibility of Academics, Desktop Support, and A/V support teams in a small to medium campus environment. This position is a member of a 24/7/365 global department.

ESSENTIAL JOB FUNCTIONS:

1. Manage the performance of full-time and part-time staff to ensure adequate coverage, completion of Service Level Agreements, adherence to established Standard Operating Procedures, and project completion; manages Technology Center Supervisors and subordinate part time staff in a small to medium campus operation
2. Understand IT processes and ensure staff work within those processes
3. Supervise the hiring, mentoring, disciplining, and termination of full-time and part-time staff.
4. Participate in IT leadership activities, including meetings
5. Create and manage projects of varying size impacting multiple divisions or groups
6. Assist with budget proposals, tracking expenditures, and reporting. This includes involvement in IT-related expenditures for other departments
7. Oversee the time management of FT and PT support staff to ensure coverage during campus hours. This includes time approvals and ensuring adequate staffing levels at two satellite campus location
8. Verify the number and type of machines are correct to meet user's needs and be fiscally sound in ordering computer warranty refresh
9. Meet with Division Operations Managers, Deans, and Vice Presidents to inform them of changes and ensure that the quality and expectation of services is being met
10. Consult with departments in assessing and recommending technology solutions to meet needs
11. Conduct annual performance reviews of full-time employees
12. Serve as the Administrator for the HP Channel Services program for the entire system. This program reimburses Lone Star for warranty work done on LSC owned HP equipment
13. Keep staff current regarding overall IT strategic and business issues
14. Manage the distribution of hardware assets to be deployed during hardware refresh
15. Responsible for other related duties as required

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to use and learn new technical software applications (PeopleSoft, SQL Developer, etc.)
• Attention to detail and the ability to successfully manage multiple tasks with overlapping time-frames and deadlines
• Strong initiative and analytical skills
• Strong interpersonal and facilitation skills
• Ability to set priorities and procedures
• Strong problem solving abilities
• Strong communication skills
• High degree of judgment
• Ability to understand all policies and procedures
• Commitment to work collaboratively
• Ability to work in a dynamic climate and maintain a positive attitude in a demanding work environment

REQUIRED QUALIFICATIONS:

• Associate's degree and at least 5 years related work experience, with at least 4 years of prior experience supervising in the technology industry, or an equivalent combination of education and experience
• One additional year of work experience may be substituted for each required certification
• ITIL Foundations or industry recognized equivalent
• CompTIA Project+ Certification or industry recognized equivalent

PREFERRED QUALIFICATIONS:

• Bachelor's Degree
• 6 years of related work experience
• At least 5 years of supervisory experience
• Project management experience
• Technology operational leadership experience in a higher education institution
• CompTIA A+ Certification or industry recognized equivalent
• Microsoft Certified Professional (MCP)
• Microsoft Certified Solutions Associate (MCSA)
• LSC Academy
• Apple Certified Support Professional