User Services Manager

Job description

Category:: Administrative/Staff
Department:: Information Technology
Locations:: Springfield, MA
Posted:: Aug 12, 2020
Closes:: Open Until Filled
Type:: Full-time
Ref. No.:: 2544

About American International College:

American International College is a private, coeducational institution of higher education located on a 70+ acre campus in Springfield, Massachusetts. The campus has 42 buildings on two sites approximately 1/2 mile apart with a total of approximately 660,000 gross square feet. Included in the inventory of buildings are student residences for a resident population of 900 students. Founded in 1885, the College has approximately 3200 graduate and undergraduate students. AIC offers a variety of undergraduate and graduate programs through the Schools of Business, Arts and Sciences; Health Sciences; and Education. The mission of the College is to transform student lives through career focused learning, with a strong foundation in the liberal arts, a commitment to serving the community, and a high level of involvement in the global economy.

AIC strives to create a diverse and inclusive campus community that is representative, at all job levels, of the students we serve. We are an EEO employer and we welcome applications from individuals for positions where they are underrepresented.

Job Description:

  • Manage IT staff, contractors and ensure proper supervision of student workers and associated assignments. Ensure necessary tools are available for proactive and responsive services. Be responsible for hiring, supervising, and evaluating annual and ongoing performance of the IT Support specialist, and Classroom and Event Technologist. Serve as back up to direct employees.

  • Day-to-day oversight of all IT basic Services, training and documentation of services and campus communications when services are down. Staying current in the field, researching and making recommendations for new services and technologies.

  • Provide up-to-date systems, maintain inventories, negotiate pricing and process paperwork in alignment with budget planning. Manage all related vendor support contracts for end user, classroom and event hardware and software. When necessary, work in concert with software and hardware vendors for problem resolution.

  • Ensure training is provided to students and staff in customer service skills, conflict resolution, workflows and processing; in addition to technology use, troubleshooting and problem resolution training.

  • Maintain workflow processes with HR for employees including, New Hires, Separation, system backups and Security change requests.

  • Work with management to improve collaboration and service delivery to the business. Provide metrics and measure service delivery performance reports to the CIO.

  • Drive ticket problem management, resolution and develop strategies for improvement.

  • Working with other internal IT managers to learn new technologies and prepare documentation and SOP's for helpdesk staff and for user training.

  • Ensure end user systems and data is protected, up to date and recoverable (backed up).

  • Other duties as assigned


  • Required Degree(s): Bachelor's Degree in computer science, educational technology, information technology, information systems management or related field
  • Required Field of Expertise: 3-5 years of computer fundamentals, supervisory experience, Microsoft Office; Creston/Extron; low voltage installation

  • Preferred Field of Expertise: Experience with help desk ticketing systems, customer service workflow, Service Level Agreements and tracking technician performance to SLA's.

  • Preferred Training/Cert: Certification or experience with one or more of the following: CompTIA (A+, Net+ ?)


  • Thoroughly understand multiple operating system as well as patch and imaging technologies; Strong technical abilities.
  • Demonstrate and promote strong customer service skills with diverse clientele; have strong conflict resolution skills and staff management experience.
  • Have experience in training others (small and large groups) on basic systems and operations.
  • Excellent written and verbal communication skills required
  • Strong leadership, coaching and mentoring skills
  • Experience with help desk ticketing systems, customer service workflow, and tracking technician performance.
  • Proven success purchasing, vendor negotiation and managing a budget
  • Experience supporting events
  • Experience with managing Service Level Agreements (SLA's)

Additional Information:

Work Study

This is a full-time, exempt level, benefit eligible position. Normal office hours are Monday through Friday, 8:00 am - 4:00 pm, flexible to the needs of the department. Occasional night and weekend event work will be required.

AIC is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Application Instructions:

Qualified applicants should save and submit the following documents with the online application.

  • Brief cover letter
  • Current resume
  • Contact information for three professional references (one of which must be a current or prior supervisor)

Review of applications will continue until the position has been filled.




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Job No:
Posted: 8/13/2020
Application Due: 11/11/2020
Work Type: