Director of User Services

University of Massachusetts Amherst in Massachusetts

Date Posted January 14, 2014
Type Non tenure track
Salary Not specified
Employment Type Full-time

Director of User Services

University of Massachusetts Amherst


UMass Amherst is seeking a Director of User Services. Reporting to the Vice Chancellor for Information Technology (IT) and Chief Information Officer, the Director of User Services leads support of technical services for the campus. This includes supervising the Information Technology Help Center, Repair Center, and Academic Instructional Media Services. The position supervises and motivates the team to provide excellent support to users across campus. The incumbent requests feedback from users and makes changes based on the feedback to achieve high levels of user satisfaction in a measurable manner.


With input from campus constituents, this leader develops and implements strategies to provide hardware, software and audio/visual support services to meet academic and administrative needs in a cost-effective and timely manner. The Director works collaboratively with the Vice Chancellor for IT and the other IT Directors on the ongoing development/refinement of comprehensive support strategies, policies and procedures, and advises on technology services and related infrastructure investments for the University.


Minimum Qualifications:Bachelors degree, preferably in an IT, business or service related field. Demonstrated results in developing strategic plans for technology services. At least 3 years experience managing a multi-tier help desk support process in a large, complex organization with diverse technology needs. At least 7 years of progressively responsible experience in leading broad information technology services (potentially including systems, databases, networks and help desk) as well as strong experience in constituent relationship management. Demonstrated expertise in the application of a variety of computing support technologies, methodologies and standards. Proven ability to work collaboratively with faculty, staff and students. Strong technical breadth in networking and systems across various platforms. Demonstrated expertise in both oral and written communication. Demonstrated ability to communicate technical information to both technical and non-technical individuals in an accurate and non-threatening manner.


Preferred Qualifications:Masters degree, experience negotiating contracts for services or software and managing vendor relationships, and technology experience in an academic or other not-for-profit environment.


Salary is commensurate with skills and experience.


Please apply online at: Include letter of application, resume, and the names, titles, addresses and telephone numbers of at least three current references. Review of applications will begin with those received by January 17, 2014, and will continue until position is filled.


The University of Massachusetts Amherst is an Affirmative Action/Equal Opportunity Employer. Women and members of minority groups are encouraged to apply.