Position Function:
Directs the user services function within Information Technology Services (ITS), including all phases of customer service, help desk support, user training and support, desktop support, documentation production, service requests, incident tracking and reporting, marketing, and public relations. Provides management and leadership for the User Services (US) unit of ITS including budget, personnel, strategic planning, project management, policy administration and operational effectiveness. The Director reports to the Chief Information Officer (CIO) and works collaboratively with the members of the ITS leadership team to provision and deliver a broad array of information technology systems, resources, and services in support of learning, research, and service at Mississippi State University (MSU).
Salary Grade: 19
Please see Staff Compensation Structure or Skilled Crafts and Service Maintenance Compensation Schedule for salary ranges. For salary grade UC, these positions are "Unclassified" and salary ranges are determined by the hiring department.
Essential Duties and Responsibilities:
1. Provide leadership, mentorship, and supervision for US staff, including unit leaders of the Service Desk, Desktop Services, User Training and Support, and Campus Software teams.
2. Plan, supervise, and manage the activities, budget, and resources of US, ensuring financial oversight, quality assurance, and efficient task assignments to meet operational priorities. Establish operational priorities for US and align staff resources accordingly.
3. Supervise all aspects of personnel actions for US, including staffing, performance reviews, and staff development.
4. Work closely with the Office of the CIO and ITS leadership to ensure the delivery of high-quality, customer-focused support for students, faculty, and staff that aligns with the University’s strategic goals and operational needs.
5. Promote a customer-centric culture within the User Services department, emphasizing proactive support and clear communication.
6. Collaborate with ITS and University leadership to develop and implement strategic IT initiatives, participating in planning and development to create short- and long-range technology plans.
7. Investigate and recommend new systems and technologies to the Office of the CIO to support MSU’s mission of learning, research, and service.
8. Foster communication and interaction with students, faculty, staff, and campus departments to align US priorities with University needs and optimize customer satisfaction.
9. Develop, implement, and communicate policies and procedures related to the use of information technology resources, including maintaining user documentation, the ITS website, online training, and other informational materials.
10. Establish and maintain relationships with vendors, state agencies, and other external entities to ensure effective collaboration and alignment with institutional technology needs.
11. Negotiate application software maintenance/services agreements for US software systems.
12. Stay abreast of emerging technologies and industry trends, assessing their potential impact on higher education and advising on their integration into MSU’s technology environment.
13. Represent the University on committees, industry panels, and advisory boards, both internal and external to the university.
14. Prepare reports and presentations for the Office of the CIO and University administrators as needed.
15. Perform other duties as assigned in alignment with the evolving needs of the institution.
Supervisory Responsibility:
Full supervisory responsibility of the unit.
The above essential duties are representative of major duties in this position. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned to the above consistent with the knowledge, skills and abilities required for the job.
Minimum Qualifications:
Bachelor's degree from an accredited college or university in Information Technology or related field.
10 years’ work experience with information technology, of which, 5 or more years of that experience is in management/supervisory experience over an information technology support staff.
Preferred Qualifications:
• Experience with and understanding of distance learning technologies
• Experience with an IT Service Management (ITSM) system
• Experience in providing end-user desktop support
• Experience in providing or supervising information technology training to end users
• Work experience in a land grant university IT organization and an appreciation for the multiple missions and roles of such an institution
Knowledge, Skills, and Abilities:
1. Experience with Microsoft Windows and/or Mac OS
2. Proficiency with a variety of computer application software packages
3. Good understanding of the applications of information technology in a university environment
4. Ability to communicate and work with senior management and staff
5. Demonstrated personal initiative and professionalism including excellent interpersonal, organizational, and oral/written communication skills.
6. Passion for delivering exemplary customer service
Working Conditions and Physical Effort
1. No unusual physical requirements. Requires limited lifting of files and records and nearly all work is performed in a comfortable indoor facility.
2. Frequent- External imposed deadlines; set and revised beyond one’s control; interruptions influence priorities; difficult to anticipate nature or volume of work with certainty beyond a few days; meeting of deadlines and coordination of unrelated activities are key to position; involves conflict-resolution or similar interactions involving emotional issues or stress on a regular basis.
3. Job frequently requires walking, sitting, reaching, talking, hearing, handling objects with hands.
Instructions for Applying:
Link to apply: http://explore.msujobs.msstate.edu/
All applicants must apply online at www.msujobs.edu by attaching a cover letter and resume which includes the names and addresses of 3 professional references. We will accept applications only from persons with indefinite employment authorization in the U.S., and will not sponsor for nonimmigrant or immigrant status for this position.
Equal Employment Opportunity Statement:
MSU is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, sex, religion, national origin, disability, age, sexual orientation, genetic information, pregnancy, gender identity, status as a U.S. veteran, and/or any other status protected by applicable law. We always welcome nominations and applications from women, members of any minority group, and others who share our passion for building a diverse community that reflects the diversity in our student population.
What do I do if I need an accommodation?
In compliance with the ADA Amendments Act (ADA), if you have a disability and would like to request an accommodation in order to apply for a position with Mississippi State University, please contact the Department of Human Resources Management at tel: (662) 325-3713 or ada@hrm.msstate.edu.
If you have any questions regarding this policy, contact the Department of Human Resources Management at (662) 325-3713 or ada@hrm.msstate.edu. Upon request, sections of this job listing are available in large print, and readers are available to assist the visually impaired.
