16 days old

Manager, User Support Services

University of Houston - Downtown
Houston, TX 77002
  • Job Code

The Manager, User Services oversees and manages the Service Desk and IT call center operation. The position provides oversight of Service Desk personnel and all tools used to troubleshoot, log, and track technical issues and projects.


  1. Monitors and analyzes the performance of Service Desk and IT call center activities and documented resolutions, identify problem areas, and delivers solutions to enhance the quality of service and to prevent future problems

  2. Recruits, trains, evaluates performance and manages the technical support personnel

  3. Contributes to improving customer support by actively responding to queries, identifying and pursuing areas of improvement and operational efficiency, and handling complaints

  4. Sets specific customer service standards and establishes best practices through the entire technical support process using industry-standard tools

  5. Develops and analyzes daily, weekly and monthly reports on team's productivity, metrics, and service levels

  6. Assigns, tracks, and oversees desktop replacement functions

  7. Provides customer feedback to the appropriate internal teams and IT leadership


  1. May be asked to respond to problems or provide service after hours

  2. Expected to carry and respond to cell phone and/or pager at all times

  3. Serves as on-call information technology officer after hours on a rotating basis

  4. Performs all other duties as assigned


Direct Reports:Full-time part-time employees

Delegation of Work: Occasionally assigns work to subordinate(s)

Supervision Given:Experience with call management software.Remote support tool experience. Technical project management experience.



  1. Knowledge of trends, issues, and accepted practices relevant to the position


  1. Candidates must have strong analytical skills, as well as excellent interpersonal and communication skills


  1. Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community


Primary Work Location:Works in an office environment; computer laboratory; classroom, training room, auditorium

Physical Demands:Work is normally performed in a typical interior work environment, which does not subject the employee to any unpleasant elements. The position is physically comfortable; the individual has discretion about sitting walking, standing, etc. The work environment involves minimal exposure to physical risks.


Required Education:

  • Baccalaureate Degree in the field of Information Technology

Required Experience:

  • Minimum of three (3) years of job-related experience

  • Experience supervising technical staff

  • Experience managing a help desk and/or call center.

None Required

Posted: 2021-11-11 Expires: 2021-12-10
Sponsored by:
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Sponsored by:
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Manager, User Support Services

University of Houston - Downtown
Houston, TX 77002

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