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User Service Manager


Gulfport, MS, US

Req ID:  1973
Level of experience:  Management/Sr. Management
Remote:  No
Travel Required:  0%-25%

Employee Type:  Full - Time 




At Ellucian, we’re motivated by a mission. Higher education is facing profound change. Shifting demographics and cultural perceptions, combined with declining support and rising expectations, are forcing colleges to do more with less. That’s where we come in. As true believers in the power of education to transform lives, we’re dedicated to helping all our customers thrive—not just survive—in these challenging times by transforming their institutions from the traditional paper-based colleges of yesterday to the agile, connected campuses of today. From cloud solutions built on world-class infrastructure to powerful analytics that drive successful planning, we lead the industry in building enterprise-class solutions tailored to institutions around the world.

Our passion and commitment for learning and continuous improvement drive us internally, too. From professional development to flexibility and work-life balance, we give our global employees the tools they need to succeed so we can all grow together.




This position is located onsite at Mississippi Gulf Coast Community College.


Position Responsibilities:

  •     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


Position Requirements:

  •     Bachelor's degree in Computer Science, Information Technologies or related field, or an equivalent combination of experience, education, and training
  •     Experience with help desk ticketing systems and customer service workflow
  •     Demonstrated experience managing a team of customer service professionals
  •     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


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: Biloxi
Nearest Secondary Market: Gulfport

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