Director of User Support Services
Bucknell University seeks to hire a Director of User Support Services who is responsible for assuring Library & IT provides highly-responsive, well-informed and appropriate technology support to the Bucknell University community. In addition, the Director is responsible for the planning, oversight and maintenance of University desktop computing for individual faculty, staff and student, to include support for classrooms and computer labs. As a member of the senior leadership team for Library and Information Technology, this position works closely with the Chief Information Officer, other Directors, and Assistant Directors and the campus community to provide technology front-line support and services, including training and documentation, walk-in as well as phone/web-based support. The Director for User Services plays a lead role in coordinating support from User Services for new initiatives that emerge from other areas of Library & IT, be it through support and coordination for selection, deployment, testing or roll-out of new campus hardware, software and systems. The Director of User Support Services reports directly to the Chief Information Officer.
Specific Duties and Responsibilities include:
• Build and maintain strong relationships with faculty, staff, students and administrators on campus. Develop, drive, and regularly evaluate processes, policies and committees/teams that provide input from stakeholders Manage vendor and consultant relationships as appropriate.
• Take responsibility for the effective utilization and responsible allocation of the resources provided to Library and Information Technology (budgets, staff resources, and facilities) and work to maximize their use in service to the academic mission, administrative functions and the student experience.
• As appropriate, both lead and participate in key projects and strategic initiatives related to technology identification, selection, and implementation, classroom design, service design and evaluation.
• Prepare and oversee budgets for campus computing needs, specifically desktops/laptops, labs and software.
• Work closely with User Services management team and staff of User Support Services to assess services offered and delivery methods to identify areas where improvements could be made, where new services are warranted or where services might be eliminated, diminished or expanded. This work includes looking for more innovative or effective solutions in the marketplace, standards-based approaches (such as ITIL) as well as strategies for cost-savings.
• Supervise staff, providing leadership and planning expertise as well as capable decision-making at the operational level when necessary. Develop policies and procedures which promote process and service improvement as appropriate, and provide guidance to staff regarding policy and procedure decisions.
• Play a lead role in assuring appropriate communication with the campus community regarding Library and Information Technology services, changes and emergencies
• Appropriately maintain, respect, and protect the confidentiality of information.
• Assume other duties mutually agreed upon with Chief Information Officer.
Qualifications:
• A Bachelor's degree and at least five years of progressive responsibility supervising staff and technology projects.
• Demonstrated ability to manage project expenditures and prepare accurate cost estimates
• Proven experience managing user support services for a high-quality, complex and integrated information technology environment is required.
• Ability to set priorities and facilitate technology-related planning processes
• Ability to analyze data and make local decisions based on national and local trends and to design processes that enhance services while maximizing university resources
• Demonstrated effective oral, written, and interpersonal communication skills, including the ability to effectively explain complex technologies to a non-technical audience.
• Experience in a university setting is preferred; an understanding of current issues in higher education is desired.
About the Organization
In August 1997 Bucknell University integrated its library and computing organizations to form Library and Information Technology Department. We focus on strengthening natural areas of collaboration and creating synergies among staff members. We strive to create an information-rich environment for the campus, and enjoy a strong service reputation. Library and Information Technology is committed to supporting the professional development of its 85 staff members.
Bucknell is a highly selective, predominately undergraduate residential university with strong liberal arts and professional programs. There are approximately 3400 undergraduates and 150 master’s degree students. The campus is in a beautiful rural setting adjacent to the Susquehanna River. Harrisburg and State College (home of Penn State University) are about an hour away; New York, Washington D.C., Baltimore, Philadelphia and Pittsburgh are approximately a three to four hour drive. The university supports an active program of cultural events and opportunities for recreation.
Contact Information
To learn more about our Bucknell University’s Library and Information Technology, explore our website at http://www.bucknell.edu/libraryIT.
For maximum consideration, post a cover letter, resume, and names of three references by midnight, June 20, 2010 on Bucknell University’s online recruiting website (http://www.bucknell.edu/x19450.xml ), and select “Jobs at Bucknell” for details. Bucknell encourages applications from women and members of minority groups (EEO/AA).