Department:Information Services Appointment Type and Duration:Regular, Ongoing Salary:Salary is competitive and commensurate with qualifications and experience. Compensation Band:OS-OA11-Fiscal Year 2018-2019 FTE:1.0
Application Review Begins Friday, July 12, 2019; position open until filled
Special Instructions to Applicants When applying you will be required to attach the following electronic documents: 1. A resume/CV 2. A cover letter indicating how you meet the minimum qualifications for the position
You will also be required to submit the names of at least three professional references, their e-mail addresses, and telephone numbers as part of the application process.
Any application missing the above documents/information may be considered incomplete.
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Department Summary Information Services (IS) is the central information technology unit at the University of Oregon and provides wide ranging services to campus. Information Services consists of four major functional areas: Customer Experience, which serves as the key contact point for interactions with campus clients and customers; Applications & Middleware, which manages and supports applications, integration services, identity management and data management; Information Security, which helps protect virtual or physical information; and Technology Infrastructure, which provides administration and support for the software, hardware, and services needed to support the campus IT environment. Information Services also includes the Advanced Network Technology Center. IS works closely with the Network for Education and Research in Oregon.
Established in 1876, the University of Oregon offers a breadth and depth of curricula with more than 270 academic programs and provides the opportunity to work at a respected research university with a strong holistic, liberal arts foundation. The UO also has a history of political and social involvement that embraces diverse beliefs, cultures, and values, and it is committed to environmental responsibility.
The University is also proud of the Phil and Penny Knight Campus for Accelerating Scientific Impact, an initiative specifically designed to fast-track scientific discoveries and the process of turning those discoveries into innovations that improve the quality of life for people in Oregon, the nation and beyond. Information Services collaborates with Research and Innovation and our schools and colleges to support the research, teaching, and learning mission of the university.
Eugene is the home of the University of Oregon. Located in the lush Willamette Valley, Eugene is well-known for outdoor pursuits like running, cycling, rafting, and fishing, as well as arts, music, crafts, brewing, wine-making, and community-supported agriculture. With branches in Portland and on the Oregon coast, the UO is deeply connected to Oregon's natural and cultural treasures.
Position Summary Reporting to the Associate CIO for Customer Experience, the Director of User Support Services (USS), provides leadership and management for the overall USS unit. The USS teams provide campus-wide IT support in four areas: service desk (help desk, call center, and desktop support), computer lab management, knowledge management, and accounts and access management. The USS unit provides these IT services to the entire campus community.
The Director of USS will provide leadership and management of the staff who provide USS services the UO community. This position will establish and implement short-term and long-term organizational goals, objectives, strategic plans, and operating procedures for USS teams. It will be responsible to monitor and evaluate programmatic and operational effectiveness, and implement changes required for improvement in all supervised areas. This work will include the development of a service scorecard, responsibility for measurement reporting, and accountability to campus for performance against metrics.
This position will also participate in strategic planning, including goals and objectives for the Customer Experience unit that support the University’s goals for student success, administrative process improvement, and research and teaching.
The incumbent in this position is a leader and highly-skilled contributor who can build and maintain customer-facing teams with a service-focused culture. They will develop collaborative working relationships with constituencies including senior management, academic and non-academic administrators, managers, supervisors, union representatives, and students. The incumbent will research and recommend technology, processes, improvements, and solutions to further support the IT needs of the UO community.
Work in this role will have a campus-wide scope, and the incumbent both informs and makes decisions that have university-wide implications. This position will create and approve IT processes and policies related to the four IT areas USS provides to campus.
This position will oversee the budgeting and fiscal management processes for areas managed. This position will work with financial staff within the department as well as the Associate CIO for Customer Experience to identify and prioritize expenditures and look for new cost-effective services/strategies. It is expected that this position will ensure compliance with federal, state, and university policies and regulation, while maintaining appropriate internal controls.
Essential Personnel This position may provide essential services during times of emergencies and inclement weather. This position may be required to fulfill essential services and functions during these times.
Minimum Requirements • Bachelor’s degree or an equivalent combination of skills and experience. • Five years of experience managing an IT support service such as service desk (help desk and desktop support), computer lab management, knowledge management, or accounts and access management. • Four years of management experience providing direct and indirect supervision, coaching and mentoring to information technology professionals. • Four years of experience managing budgets.
Professional Competencies • Demonstrated ability to work collaboratively with a team of diverse IT professionals, clients, and partners. • Demonstrated ability to establish credibility and relationships with senior leadership, colleagues, and customers. • Demonstrated ability to assess functional requirements and provide appropriate technology, process, and management solutions. • Demonstrated problem-solving skills. • Ability to adapt to a rapidly changing technical environment. • Excellent verbal and written communication skills, including the ability to explain technical concepts to audiences with a wide range of technical skills.
Preferred Qualifications • Advanced degree. • Experience working in Information Technology within higher education. • Four years of management experience providing direct and indirect supervision, coaching and mentoring to information technology professionals on two or more teams. • Demonstrated experience with developing and maintaining short-term and long-term plans and budgets for an IT team. • Experience with ITIL or ITSM. • Experience managing and negotiating vendor contracts and agreements with end users, service providers, and regulatory agencies.
All offers of employment are contingent upon successful completion of a background inquiry.
The University of Oregon is proud to offer a robust benefits package to eligible employees, including health insurance, retirement plans and paid time off. For more information about benefits, visit http://hr.uoregon.edu/careers/about-benefits.
The University of Oregon is an equal opportunity, affirmative action institution committed to cultural diversity and compliance with the ADA. The University encourages all qualified individuals to apply, and does not discriminate on the basis of any protected status, including veteran and disability status. The University is committed to providing reasonable accommodations to applicants and employees with disabilities. To request an accommodation in connection with the application process, please contact us at email@example.com or 541-346-5112.
UO prohibits discrimination on the basis of race, color, sex, national or ethnic origin, age, religion, marital status, disability, veteran status, sexual orientation, gender identity, and gender expression in all programs, activities and employment practices as required by Title IX, other applicable laws, and policies. Retaliation is prohibited by UO policy. Questions may be referred to the Title IX Coordinator, Office of Civil Rights Compliance, or to the Office for Civil Rights. Contact information, related policies, and complaint procedures are listed on the statement of non-discrimination.
In compliance with federal law, the University of Oregon prepares an annual report on campus security and fire safety programs and services. The Annual Campus Security and Fire Safety Report is available online at http://police.uoregon.edu/annual-report.
The University of Oregon, founded in 1876, is the stat'?s flagship institution. Located in Eugene, an energetic college town, the university offers academic excellence and hands-on learning opportunities in a welcoming atmosphere. Towering trees shade the 295-acre campus, where students, faculty members, and employees from a wide variety of backgrounds share a commitment to preserving the environment and pursuing innovation in more than 260 academic programs that range from Eugene to Portland and from the coast to the mountains. For more information visit http://www.uoregon.edu/about