Director of User Services & Support
Buena Vista University

The Director of User Services and Support is responsible for the infrastructure providing support services for user-facing technologies and the support of those services. Leadership responsibilities include the development of a visionary strategic plan, communicating this plan, and providing the guidance and assistance required to achieve the plan. Direct technical responsibilities include the development of endpoint configuration management and related services, developing a strong cyber security posture for end-user technologies, and assisting others as required in the provision of such services.

Primary Responsibilities:

• Ensures smooth flow of work through the User Services & Support Team. Acts as point of escalation for issues arising within or affecting the team.
• Develops vision and implements tools providing high-quality assistance in endpoint technology and analytics, and oversees efforts to expand the use of helpful technologies throughout the University.
• Architects, configures, administers, and maintains Microsoft Endpoint Manager and related tools.
• Designs and implements advanced threat analytic program for endpoint and user protection.
• Acts as technical architect for large and/or complex projects. Works collaboratively with technical and non-technical staff to ensure future-thinking approach to planning and appropriate implementation.
• Performs Microsoft 365 administration and works collaboratively with others to expand its use as applicable throughout the University.
• Provides Tier 3 technical support as needed in person and remotely.
• Cultivates positive, productive relationships with students, faculty, staff, and guests and ensures they receive high-quality and timely support.

Education and Experience:

• Bachelor's in Information Systems or related field.
• Experience in user support and infrastructure support, preferably in a higher education setting.
• Demonstrated experience leading teams, strategic planning, and supporting a variety of technologies with a high level of user satisfaction.

Buena Vista University is an EOE/ADA/Smoke-Free Employer and especially welcomes applications from individuals who will contribute to any aspect of the university's diversity. A background check will be conducted on the final candidate.