Associate Director of User Support Services

Associate Director of User Support Services

University Job Title: Associate Director 3, C&IS
Bargaining Unit: None - Not included in the union (Yale Union Group)
Time Type: Full time
Duration Type: Regular
Compensation Grade: Administration & Operations
Wage Ranges: Click here to see our Wage Ranges
Work Location: Central Campus
Worksite Address: 127 Wall Street
New Haven, CT 06511
Work Week: Standard (M-F equal number of hours per day)
Searchable Job Family: Computing and Information Systems
Total # of Hours to be Works: 37.5

Position Focus:
Yale Law School is seeking an Associate Director of User Support Services to join our Information Technology team. The Associate Director's primary duties include directing the daily operation of the help desk with a focus on providing the highest level of support services to the Law School faculty, staff, and students. As a member of the YLS IT leadership team, the Associate Director will collaborate with colleagues on project planning, oversee the management of the endpoint life cycle, and handle support issues including those requiring escalation.
Reporting to the Managing Director of Information Technology, the successful candidate will be a strategic thinker with an open and collaborative style, and work to foster teamwork and an open, engaged culture that engenders trust from staff and the Law School community. The Associate Director of User Support will supervise, mentor, coach, and empower the User Support Team through hiring, goal and priority setting, performance feedback, and training.
We are committed to fostering a diverse and inclusive team culture, promoting collaboration, professionalism, innovation, and excellence in performance, and we welcome candidates who share our values.

Customer Service Focus - Listening carefully to and understanding individuals' needs and proactively responding to those needs in a consistent and timely manner.
Teamwork/Communication - Working cooperatively to achieve common goals. Support cooperation, collaboration, and the sharing of information. Communicate appropriately and frequently with colleagues and leadership about challenges, service issues, and accomplishments.
Leadership - Serve as a senior member of the YLSIT leadership team, contribute to strategic planning. Provide direction and motivation to others through communication, modeling appropriate behavior, optimism, and high achievement. Demonstrate excellent judgement and make independent decisions as appropriate.
Innovative - Champion innovative and creative ideas to help drive change. Integrate innovative approaches and continuous improvement into all aspects of project deliverables. Openness to new ideas and their implementation. Ability to react and adapt to changing situations appropriately.
Strategic Thinking - Recognize opportunities, identify critical, high pay-off activities, and set and drive goals and priorities to achieve results. Analyze and interpret data and metrics to improve service.

Essential Duties:
1. Analyzes departmental automation needs and manages the systems development to meet those needs. 2. Prioritizes and manages the response to problems and user complaints. 3. Manages the compilation of financial and statistical data used in making administrative decisions. 4. Participates in long-range automation planning for the area of responsibility. 5. Recommends hardware and software purchases. 6. Participates in large-scale equipment moves. 7. Interacts with internal contacts to understand and resolve problems, and may assist in making recommendations regarding technological requirements. 8. Interacts with external contacts to arrange purchases, obtain assistance with problem resolutions, and discuss system needs. 9. Plans and manages the work of exempt and non-exempt employees. 10. May perform other duties as assigned.

Required Education and Experience:
Bachelor's Degree in relevant technical field. Six years of related technical experience, or an equivalent combination of education and experience.

Required Skill/Ability 1:

Ability to successfully lead a team tasked with providing exceptional customer service in a fast-paced environment with shifting priorities. Ensure staff is providing timely resolution of support requests, including reviewing, and managing support tickets, and escalating and responding in a timely manner to support issues and questions.

Required Skill/Ability 2:

Excellent oral and written communication skills, the ability to communicate appropriately and work effectively with a wide range of people of varying experience and backgrounds. Acute attention to detail and accuracy. Demonstrated ability to give and receive feedback.

Required Skill/Ability 3:

Ability to work collaboratively with director and staff, and a commitment to foster open communication and collaborative problem solving. Commitment to an inclusive workplace. Established ability to develop strong relationships, influence decision making, and build partnerships with stakeholders and strategic partners both at the Law School and University.

Required Skill/Ability 4:

Solid foundation and hands on experience with current and emerging technologies. Knowledge of Customer Service Software Platforms, MS Office, collaboration software, other common applications, and technology hardware.

Required Skill/Ability 5:

Excellent judgement and the ability to work and make decisions independently. Ability to use sound judgement and discretion with confidential information.

Preferred Education, Experience and Skills:
Six years of experience providing client technology support, preferably in a higher education setting and a minimum of three years of experience managing a team of user support professionals.

Drug Screen: No
Health Screening: No

Background Check Requirements:

COVID-19 Vaccine Requirement:
Thank you for your interest in employment at Yale University. Please also note that the university has a COVID-19 vaccination and booster requirement for all students, staff & faculty which is described in the COVID-19 Vaccine Program. As you search our open positions, you will see that all postings list their on-site addresses which gives more detail on the on-campus work location of the role.

Posting Disclaimer:
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

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