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User Services Director (Desktop / Help Desk Support)


Ann Arbor, MI, US

Req ID:  1332
Level of experience:  Management/Sr. Management
Remote:  No
Travel Required:  0%-25%

Employee Type:  Full - Time 




Ellucian designs technology that powers the educational mission of colleges and universities around the world. Inspired by that goal, Ellucian employees thrive as part of a high-performing global team committed to delivering a modern, connected, industry-leading experience for today’s students and higher education institutions. More than 2,500 institutions in 50 countries around the world look to Ellucian for the ideas and insights that will move education forward, helping people everywhere discover their futures through learning.



The User Services Director will manage and direct all activities in support of our help desk services to faculty, staff, and students.   The User Services Director must understand the needs of faculty, staff, and students and be able to provide best in class customer service support at all times through professional and courteous interactions within the ITS organization and with all stakeholders. 
The help desk takes the call, initiates a trouble ticket, and either resolves the problem or triages the support request to technical support personnel.   The User Services Director will track and monitor requests and serve as the liaison between 
the end user and issue resolution. The User Services Director will focus on anticipating the staffing and support needs associated with term starts, web access to registration, grades and other web-based student services. This position reports to the CIO.


The successful candidate will:

  • Support and management of Help Desk, Desktop Technology, and Lab/Classroom Technology functional areas
  • Day-to-day oversight of all User Services activities as well as manages ongoing projects and tasks
  • Manage any IT staff or students and associated assignments to include Help Desk, Desktop Technology, and Lab/Classroom Technology
  • Provide project management for areas of responsibility
  • Ensure end user data is protected and recoverable
  • Ensure the necessary tools are available to onsite user support technicians for proactive and responsive services
  • Provide ongoing review of system operating requirements in alignment with budget planning
  • Provide up-to-date system and process documentation and inventories
  • Manage all related vendor support contracts for end user hardware and software
  • When necessary, work in concert with software and hardware vendors for problem resolution
  • Thoroughly understand multiple versions of the Windows desktop operating system as well as patch and imaging technologies
  • Have strong customer service skills and staff management experience
  • Good written and verbal communication skills required
  • Strong desktop technical background
  • Strong end user orientation
  • Staffs and trains team of technical support specialists for PC support, helpdesk support, and training support initiatives
  • Trains staff to help customers use products properly
  • Handles customer problems that appear to arise from the use of products or the services
  • Coordinates rollout of new PCs, laptops, printers, etc. in accordance with applicable replacement schedules as well as associated licensing
  • Completes, maintains, and processes pertinent paperwork and records
  • Plans and schedules levels of support


Requirements: Required Education, Skills & Experience

  • Bachelor's degree in Computer Science, Information Technologies or related field, or an equivalent combination of experience, education, and training
  • Demonstrated experience managing a team of customer service professionals
  • Experience with help desk ticketing systems and customer service workflow
  • Strong understanding of technical troubleshooting methodology
  • Ability to facilitate problem-solving among administrative groups with varying needs and priorities, and to communicate well with administrative users, technical staff, and senior management
  • Knowledge of applicable laws, guidelines or regulations as they relate to IT
  • Strong leadership, coaching and mentoring skills
  • Excellent oral, written, and interpersonal communication and presentation skills across organizational boundaries
  • Ability to work with a range of technical staff to develop joint solutions
  • Distinct customer service outlook



Ellucian provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Ellucian complies with all laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  Ellucian expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Ellucian employees to perform their job duties may result in discipline up to and including discharge.

Nearest Major Market: Ann Arbor
Nearest Secondary Market: Detroit

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