Director of User Services

The Manager of the Information Technology Help Desk provides strategic leadership, operational oversight, and technical expertise for the User Service's team at Loras College. This role ensures the Help Desk delivers reliable, efficient, and user-focused support across campus, including AV services and Tier 2 technical support. The manager supervises professional staff and student workers, maintains service quality, and ensures alignment with institutional goals. Must demonstrate strong time management, task prioritization, planning, and attention to detail.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

• Direct and manage the daily operations of the IT Help Desk and Repair Center.
• Supervise User Service's Specialist, AV & User Service's Specialist, and student workers.
• Provide Tier 2 support and fill in at the Help Desk as needed.
• Ensure Help Desk incident reports and repair tickets are managed according to best practices.
• Oversee classroom, meeting room, and event AV services covered by Help Desk staff and student workers.
• Maintain and verify inventory accuracy using the Inventory Database.
• Monitor and optimize Help Desk Ticketing Software for tracking and resolution.
• Manage the student worker budget to meet both AV and Help Desk staffing needs.
• Support and supervise usage of:
  
  
  • Active Directory
  • Microsoft Solutions:
    
    
    • SharePoint
    • PowerShell
    • Intune
    • Entra
    • Microsoft 365 (Office Suite, Outlook, etc.)
    
    
  
  

• Cyber Security solutions

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    • Help plan regular ongoing phishing tests.
      
      
      • Help with results and follow up with users.
      
      
    
    
  
  

• Phish Alert research and responding to users

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    • Help to finalize and review policies and keep them up to date.
    • Help develop, maintain, and implement Incident Response Plan (IR Plan).
    
    
  
  
• Assist Assoc VP of Technology with oversight of all IT needs.
• Lead special/current projects as they arise.

• Work with the user-base and IT staff to identify, diagnose, and resolve recurring issues to create a better user experience.

• Works in collaboration with Department/Division leadership to ensure the user experience is as pleasant as possible.
• Consults on and evaluates new technologies and communications to Loras users.

• Confer with staff, users, and management to establish requirements for new systems or modifications.
• Refer major hardware or software problems or defective products to vendors.
• Prepare evaluations of software or hardware, and recommend improvements or upgrades.

• Support the mission and vision of the College and respect the College's Catholic tradition.
• Perform related duties as assigned.

POSITION QUALIFICATIONS

Competency Statement(s)

• Accountability - Ability to accept responsibility and account for his/her actions.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Autonomy - Ability to work independently with minimal supervision.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Constituent Focus - Ability to understand the viewpoint and objectives of internal and external College constituents.
• Decision Making - Ability to make critical decisions while following College procedures.
• Leadership - Ability to influence others to perform their jobs effectively and to be responsible for making decisions.
• Management Skills - Ability to organize and direct oneself and effectively supervise others.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Technical Aptitude - Ability to comprehend complex technical topics and specialized information.

Education: Bachelor's Degree from a four-year college or university in any field or equivalent experience.

Experience: Three to seven years related experience.

SKILLS & ABILITIES

Other Requirements: Very Organized, Strategic in nature, Knowledge of computer operating systems, basics of network operations and associated software suites to include Microsoft Office, Microsoft Operating Systems, and hardware and software inspection.