What are the responsibilities and job description for the Director of User Services position at Saint Mary's University?
Overview and Responsibilities:
Job Summary
The Director develops, implements, and enforces policies and procedures that promote consistent service delivery, timely issue resolution, and a positive end-user experience. In addition to leadership and oversight responsibilities, this position contributes directly to problem resolution by delivering in-person, hands-on support as needed. The Director of User Services also collaborates closely with IT leadership to identify, implement, and support cost-effective technology solutions that align with the University’s strategic and operational goals.
Salary Range: $70k - $80k
Main Duties & Responsibilities
Physical Demands
Physical Hazards – Health and Safety Concerns
Application Requirements:
Apply online at https://www.smumn.edu/about/offices-services/human-resources/employment-opportunities/ and include a cover letter, resume, and contact information for three professional references.
Saint Mary’s University of Minnesota believes inclusion and human dignity contributes to a robust academic and work environment and is critical to achieving the University's mission in an increasingly diverse society. Individuals with expertise and diverse skills from underrepresented groups are especially encouraged to apply. Saint Mary’s University of Minnesota is an equal opportunity/affirmative action employer. The successful candidate must support, respect, and advance the mission of Saint Mary's University as a Lasallian Catholic institution.
Saint Mary’s offers a comprehensive benefit package including health, dental, vision, life and disability insurance, flexible spending, retirement pension plan, and both undergraduate and graduate tuition remission plans.
All offers of employment are contingent upon the successful completion of a criminal background check.
Saint Mary's University of Minnesota is seeking candidates who are eager to contribute to its Lasallian Catholic mission of awakening, nurturing, and empowering learners to ethical lives of service and leadership. We invite individuals to help transform lives through education, inspired by the Catholic Intellectual Tradition’s quest to understand the human experience through faith and reason and its embrace of all who are dedicated to learning from one another through authentic conversations in search of the truth. We are especially interested in and give preference to candidates who demonstrate a vision to create and nurture initiatives that will advance our mission within the scope of their duties and who will foster a culture of dialogue that, with respect for all people, supports the search for meaning and purpose in pursuit of excellence.
Job Summary
The Director of User Services provides strategic and operational leadership for the HelpDesk and A/V functions across the Winona and Minneapolis campuses, ensuring consistent, high-quality technology support for all end users. This role is responsible for planning, designing, and continuously improving the University’s HelpDesk in alignment with industry best practices, with a strong emphasis on customer service excellence and operational efficiency.
The Director develops, implements, and enforces policies and procedures that promote consistent service delivery, timely issue resolution, and a positive end-user experience. In addition to leadership and oversight responsibilities, this position contributes directly to problem resolution by delivering in-person, hands-on support as needed. The Director of User Services also collaborates closely with IT leadership to identify, implement, and support cost-effective technology solutions that align with the University’s strategic and operational goals.
Salary Range: $70k - $80k
Main Duties & Responsibilities
- Oversee day-to-day HelpDesk and A/V operations, ensuring timely, effective, and customer focused resolution of end-user issues received via telephone, email, and in-person
- Identify, recommend, develop, and implement end-user training programs to improve computer literacy and promote self-sufficiency; oversee the creation and dissemination of documentation, user guides, and FAQs
- Serve as a senior point of contact for complex or sensitive support issues
- Supervise, mentor, and develop HelpDesk and A/V staff, and student employees, including performance evaluations, constructive feedback, and performance improvement planning
- Collaborate with academic and administrative departments to understand needs and improve service delivery
- Partner with campus stakeholders to evaluate, deploy, and support end-user technologies
- Analyze performance metrics and documented resolutions to identify recurring issues, implement process improvements, and enhance service quality while reducing future incidents
- Contribute to IT incident response, business continuity, and disaster recovery planning as it relates to end-user services
- Evaluate trends in service requests to assess the need for system reconfigurations and provide data-driven recommendations
- Research and evaluate emerging hardware, software, and services to support HelpDesk operations and inform technology planning
Experience and Education Requirements
- Associate’s degree and 5 years of IT experience and 2 years supervisory experience; equivalent combination of education and experience will be considered
- Bachelor’s Degree in IT related field, Certifications (A , Microsoft, ITIL) preferred
Essential Knowledge & Skills
- Demonstrated leadership skills, with a high degree of tact and diplomacy to foster collaboration and promote a positive image of the IT department
- Professional demeanor with the ability to remain calm, composed, and effective in high-pressure or challenging situations
- Strong customer service orientation, with the ability to translate complex technical concepts into clear, user-friendly language
- Extensive experience providing software support for platforms such as Microsoft Office and Google Workspace
- Comprehensive knowledge of computer hardware and operating systems, including Windows and macOS environments
- Proven ability to communicate and collaborate effectively with a diverse community of faculty, students, and staff to assess and address technology needs
- Ability to build strong partnerships with other departments through collaboration, compromise, and relationship-building
- Creative and analytical problem-solving skills, with strong attention to detail and follow-through
- Well-developed research and analytical capabilities to support informed decision-making
- Ability to work effectively both independently and as part of a collaborative team
- Strong organizational skills, with the ability to manage multiple priorities and competing deadlines while reprioritizing as needed
- Willingness to provide occasional off-hours and weekend support for special events and critical technology issues
- Ability to travel between campus locations one to two times per month
Physical Demands
- Medium work. Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds.
Physical Hazards – Health and Safety Concerns
- General office environments
- Ergonomics
Application Requirements:
Apply online at https://www.smumn.edu/about/offices-services/human-resources/employment-opportunities/ and include a cover letter, resume, and contact information for three professional references.
Saint Mary’s University of Minnesota believes inclusion and human dignity contributes to a robust academic and work environment and is critical to achieving the University's mission in an increasingly diverse society. Individuals with expertise and diverse skills from underrepresented groups are especially encouraged to apply. Saint Mary’s University of Minnesota is an equal opportunity/affirmative action employer. The successful candidate must support, respect, and advance the mission of Saint Mary's University as a Lasallian Catholic institution.
Saint Mary’s offers a comprehensive benefit package including health, dental, vision, life and disability insurance, flexible spending, retirement pension plan, and both undergraduate and graduate tuition remission plans.
All offers of employment are contingent upon the successful completion of a criminal background check.
Salary : $70,000 - $80,000