Director, User Support Services

Job Description:

Director, User Support Services

Description

At CSUN we aspire to continually grow as an inclusive, cooperative community!

CSUN strives to be a destination workplace, where everyone understands that they belong to a community that is vital in advancing student success and providing exemplary service to all stakeholders. We foster an environment of success, both for our students and our employees. We have a relentless passion for celebrating diversity, equity, and inclusion as well as being an employer of choice. You will also have the opportunity to realize your own personal goals and be recognized for the work you do and enjoy the unique value the CSUN community can offer. As a leader you will have the opportunity to thrive in a community in which our leaders share common traits as identified in our Leadership Principles https://www.csun.edu/leadership-principles . If this sounds like you, you've come to the right place.

Responsibilities

Under the general direction of the Associate Vice President, Information Technology, the Director, User Support Services (USS) directs, leads, and oversees all Information Technology (IT) service operations and related technology solutions in support of students, faculty, administrators, and other university stakeholders. This includes the IT Help Center, Walk-In Support Center, Classroom Technology Support, and Desktop & Computer Support Services. The incumbent serves as the primary representative for the campus IT Service Management solution, including related initiatives and projects to expand utilization and functionality campus wide.

• Responsible for activities geared towards aligning with Information Technology Infrastructure Library (ITIL) and industry best practices for common Service Management processes (e.g., Incident, Problem, Request, CMDB, Change, Project), the implementation and expansion of workflow optimization solutions (e.g., input forms, workflow approval processes), third-party integrations to support automation of routine processes (e.g., device procurement / deployment, on-boarding and off-boarding access), and the creation of data-driven dashboards and reports.
• Responsible for leading and participating in IT governance committees, collaborating, and strategizing on CSUN’s Road Ahead, serving as a member of IT Leadership to contribute to broad strategy development and planning, and serves as a direct support contact for university leadership.

• As a leader, demonstrates a commitment to student success that is mission aligned with the university’s vision, values and priorities. Establishes an ethical and collegial work environment, promoting a collaborative, accountable and inclusive team. Encourages a courageous and resilient solution-oriented environment by participating in new opportunities to further the mission of the university. Participates in developing initiatives that further support the campus mission with a service-oriented and catalytic mind set. Strengthens employees by being communicative and a talent builder that develops team attributes, furthering departmental goals.

• Performs other duties as assigned.

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Qualifications

• Bachelor’s degree from a four-year college or university, or equivalent work experience.
• Minimum of five (5) years of experience in an Information Technology Service leadership role with responsibility for one or more teams that provide direct end user support.
• Minimum of ten (10) years of experience working in Information Technology for a large organization with a focus on Information Technology Services and customer support.
• At least five (5) years’ experience leading large-scale technology initiatives and system implementations, preparing plans, budgets, and coordinating with vendors.
• Experience driving performance improvements with a laser focus on customer service, including CSAT / quality assurance practices, and metric collection, and related reporting and dashboards.

Knowledge, Skills, Abilities & Leadership

• Excellent interpersonal and communication skills, with the unique ability to water down complex technical concepts into terms the average end user will understand and appreciate.

• Demonstrated ability to work effectively with technical and non-technical managerial and professional staff with an ability to show appreciation for varying perspectives.
• Demonstrated ability to lead by example, coach, develop and guide teams to their full potential.
• Excellent organizational and time management skills, with ability to prioritize both for self and team

• Lead diverse teams to support the operational mission and vision of employers by fostering an ethical, inclusive and collegial work environment.

• Demonstrated ability to support ongoing improvement through courageous, resilient, and catalytic leadership.
• Lead varying initiatives through a collaborative, service-oriented and communicative approach.
• Demonstrated commitment to employee development, recognition, and accountability to further operational goals.

Pay, Benefits, & Work Schedule

• Salary is commensurate with knowledge, skills, and experience. The University offers excellent fringe benefits.
• The anticipated HIRING RANGE: $140,000 - $160,000 per year, dependent upon qualifications and experience.
• The position is currently hybrid (3 days in office, 2 days remote); however, this is subject to change based on student and/or operational needs.

General Information

• This position is a sensitive position as designated by the CSU.
• A background check (including a criminal records check) must be completed satisfactorily. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current CSU employees who apply for the position.
• The person holding this position may be considered a 'limited reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.
• In accordance with the California State University (CSU) Out-of-State Employment Policy, the CSU is a state entity whose business operations reside within the State of California and prohibits hiring employees to perform CSU-related work outside of California.
• This position is a "designated position" in the California State University's Conflict of Interest Code. The successful candidate accepting this position is required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.
• Candidates should apply by completing the CSUN on-line application. To submit an application and for more detailed information on the application and hiring process, please visit this link: www.csun.edu/careers
• Applications received through February 19, 2025, will be considered in the initial review and review of applications will continue until position is filled.
• The CSU recommends that faculty, staff, and students who are accessing campus facilities at any university location be immunized against SARS-CoV-2, the virus that causes COVID-19, and that all individuals who access any in-person program or activity (on- or off-campus) operated or controlled by the University follow COVID-19 vaccine recommendations adopted by the U.S. Centers for Disease Control and Prevention (CDC) and the California Department of Public Health (CDPH) applicable to their age, medical condition, and other relevant indications and comply with other safety measures established by each campus.

Equal Employment Opportunity

CSUN is an Equal Opportunity Employer and prohibits discrimination on the basis of race or ethnicity, religion or religious creed, nationality, age, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, marital status, veteran or military status, and disability. Reasonable accommodations will be provided for applicants with disabilities who self-disclose by contacting Recruitment Services at 818-677-2101.

Advertised: Jan 31 2025 Pacific Standard Time
Applications close:

Closing Date/Time: