Director, User Support Services - Metropolitan State University of Denver in Denver Colorado

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Metropolitan State University of Denver

Denver, Colorado 80217

United States


Detailed Job Description

Working as a part of the Information Technology Services leadership team, the Director of User Support Services is responsible for providing vision, leadership, and operational oversight in developing and maintaining a comprehensive program of services that promote the efficient and effective use of information technology at Metropolitan State University of Denver.

The Director builds, manages, and leads a high-performing team of professionals to enable the development, delivery, and continuous improvement of technology and support services to the user community. These include the help desk function, user training, outreach, desktop support services, deployment, repair, and other critical services for users of technology. A primary determinant of success for the individual in this position is their ability to serve as chief user advocate. In support of this goal, the Director will promote outreach, engagement, effective communication and dialog, and service excellence.

The Director works in a highly collaborative manner with various constituencies throughout the university and with colleagues in Information Technology Services to identify needs for services, support, technology solutions. The goal is to ensure a highly engaged and strategic posture that is proactive, and dedicated to continuous quality improvement. The Director will develop metrics to provide data-driven delivery and continuous improvement of services.

This position communicates on a regular basis with the CIO/AVP for ITS, ITS Directors, Deans, Associates Deans, Department Chairs, Faculty and Staff from across the campus. In addition, this position communications with vendors who provide services and goods that are purchased through the ITS Department.


Provide ongoing management, supervision, assessment, and development of the User Support Services organization and personnel capabilities through the use of established metrics of service delivery
Establish User Support Services as a strategic, proactive, and highly effective team
Support the continuous review and assessment of both existing and new technologies and services, to improve the experience of the students, faculty, and staff of MSU Denver. Technologies supported and/or utilized by ITS User Services include: personal productivity software (i.e., MS Office Suite, internet browsers, email and calendaring systems); networking technologies; instructional support technologies; user support practices; and incident tracking systems (Footprints).
Effective management of vendor relationships
Building of strong relationships with campus constituents, and alignment with University, College, and Departmental priorities, strategies, and resources
Continuous review and assessment of processes within User Support Services to ensure an outstanding experience with Information Technology Services for students, faculty, and staff

Required Qualifications

• Minimum of 10 years of professional experience in information technology, with a broad understanding across a variety of technical areas and a focus on user support
• Bachelor’s degree required
• Demonstrated leadership, management, and supervisory experience
• Prior experience providing customer service in a professional organization
• Professional experience and knowledge in a production environment with a majority of the following technologies is expected:
o Desktop, laptop, tablet, and other user-specific devices (Macintosh and Windows)
o Personal productivity software (i.e. MS Office Suite, internet browsers, email and calendaring systems, and similar products and services)
o Networking technologies
o Instructional support technologies (classroom and media tools, projectors, computing lab tools and systems, and similar elements)
o User support practices and incident tracking systems (Footprints)

Preferred Qualifications

• Master’s or other advanced degree
• Previous professional experience in a higher education environment with multiple campuses or sites
• Excellent collaborator, communicator, team-builder, and leader
• Proven success as a leader with experience in organizational change management
• Commitment to excellent customer service, and a service oriented attitude
• Demonstrated experience with working in a fast-paced, dynamic environment with competing priorities

Special Instructions to Applicants

IMPORTANT: In order to be considered as an applicant you must apply via the online application system,

Submission of unofficial transcripts will be requested from candidates selected for interviews.

Keyword Phrases

  • ITS - User Services
  • Director, User Support Services
  • Diverse institution
  • Urban environment
  • Comprehensive college offering bachelors & masters
  • Computer Support and Training
Employment Type:Administrative Staff
Degree Required: Bachelors
Experience: See Job Description
Level of Job: Director
Salary: Not Specified
Type of School:4 - Year / Masters Institution
Application Requirements: CV/Resume
Cover Letter