User Services Operations Manager

2 weeks ago


Cleveland, Ohio, United States Cuyahoga Community College Full time
Position Overview:

As the User Services Operations Manager, you will be responsible for the effective coordination and oversight of the User Services team, ensuring that all support metrics and departmental service level agreements are consistently achieved.

Key Responsibilities:

- Provide comprehensive support to students, faculty, staff, and external stakeholders by addressing hardware, software, and network challenges.

- Uphold asset management protocols and comply with audit standards, demonstrating a commitment to customer satisfaction, quality, and precision in all responses.

- Facilitate appropriate referrals to other service departments as necessary.

- Continuously assess and enhance daily operations to better align with the institution's needs.

Essential Duties:

- Oversee User Services operations and personnel, including work scheduling, task assignment, coaching, and performance evaluation.

- Drive the achievement of departmental goals, objectives, and expectations.

- Ensure that support metrics and service level agreements are consistently met.

- Supervise campus-level technical and network support while serving as a continuous technical resource.

- Manage the support of software, hardware, network, and peripheral devices.

- Direct the development of project proposals, work plans, objectives, milestones, and organized work teams, as well as the implementation of deployment schedules.

- Assist in administering fixes and design modifications as needed.

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