Working title:

Director, User Services

Official title:

DIR, COMPUTER SRV/L(K10DL)

Degree and area of specialization:

A Bachelor's degree or higher required.

Minimum number of years and type of relevant work experience:

-At least eight (8) years of experience managing professional technical staff in a complex higher education or research organization.
-Experience developing, managing and having responsibility for a budget greater than $1 million and negotiating complex contracts.
-Demonstrated success in providing high-quality customer support services and implementing new technologies.
-Demonstrated outstanding leadership including working with diverse groups of people collaboratively in gaining consensus.
-Direct experience leading academic technology functions (such as learning technologies units) that support faculty in adopting technology to enhance/support teaching or to use network resources to support teaching or faculty and student support units (help desks and public computing facilities and the like).
-Awareness of, and conversance with, technology trends in academic and personal computing.
-Experience with information technology service management frameworks such as ITIL.
-Experience selecting, implementing, and managing systems that support retail sales and customer support such as point-of-sale, inventory, problem tracking, etc.
-Experience working in and fostering a diverse, multi-cultural environment.
-Experience investigating and analyzing issues and, with creativity and resourcefulness, assuring that programs and initiatives meet the established goals.
-Demonstrated ability to conceptualize and articulate IT solutions to campus leaders, such as the chancellor, provost, deans and directors, and to others in the campus community.
-Excellent interpersonal, communication and presentation skills with a high degree of energy, initiative and organizational ability.

Principal duties:

This position reports to the Executive Director of DoIT as a member of the DoIT leadership team. As a member of that team, the director participates in cross-departmental activities for the help desk, knowledge base, product sales, license negotiations, campus computer labs, IT repair, and desktop support services that support campus departments, faculty, staff and students at UW-Madison and UW System. The director leads the DoIT User Services Department in developing, planning, and implementing long- and short-term goals, projects, and initiatives for support services, IT licensing, IT sales, and student computing facilities. The director assures that DoIT establishes and maintains a reliable, timely, secure, and responsive customer support environment

The director works closely with campus academic and administrative leaders, the UW System IT office, and other UW System institutions. The director is a key point of contact for selected IT vendors. This position is also responsible for developing and monitoring operating budgets (including expenses and revenue of approximately $20 million for the department), financial controls and processes, business plans, and group policies, procedures, standards, and guidelines.

Major duties and responsibilities of this position include:

50% Lead and direct User Services ensuring:

- That the solid help desk infrastructure already in place will provide for application and DoIT services support.
- That staff in the department are appropriately employed, managed, and compensated, and have the right professional development opportunities.
- That campus departments seeking help with IT acquisition, licensing, repair, and desktop support services receive the support they require.
- That customer satisfaction levels for all User Services support meets DoIT's standards.
- That an adequate budget is in place for User Services, and that budget performance meets budget objectives.

15% Work with faculty members as well as academic administrators to ensure the appropriate support technologies are in place for teaching and learning and research initiatives.

15% Lead help desk, sales, and IT licensing planning activities within DoIT and provide leadership to campus-wide information technology planning activities in these areas.

5% Provide leadership and direction in developing policies for support services, licensing, and higher education sales programs. In this area, the director may work with the campus legal office, may consult to technology providers at UW System Administration (UWSA), and will periodically be called upon to provide insight and support throughout the system. Attention to national policy and policymaking bodies is also a part of this responsibility.

5% Work with other DoIT directors and assure the development and maintenance of a campus community of IT providers. This involves working with campus user groups such as "Tech-Partners" so that a collaborative environment exists for all IT support staff and policy makers.

5% Participate on relevant committees, task forces and councils at the national, regional, system and university level. Represent the University of Wisconsin in national, regional and other forums related to Internet development services.

5% Maintain professional competence through conferences, seminars, readings, and participation with counterparts at other institutions. Present professional papers on subjects related to responsibilities and expertise.

Additional Information:

Background check will be conducted on finalist.

TO ENSURE CONSIDERATION

Application must be received by: JULY 14, 2008

HOW TO APPLY:

Apply by 4:30 pm Monday, July 14, 2008 with a cover letter and resume highlighting your skills and experience as it relates to the stated qualifications.

Unless another application procedure has been specified above, please send resume and cover letter referring to Position Vacancy Listing #59372 to