User Services and Support Manager

User Services and Support Manager 3.7 3.7 out of 5 stars 610 West 4th Street, Storm Lake, IA 50588 Buena Vista University is seeking a User Services & Support Manager to lead end user technology support operations and ensure high quality, reliable, user focused technology services and experiences across campus. This role provides daily leadership for User Services & Support staff, oversee operational planning, and ensures excellent service execution for faculty, staff, students, and guests. Primary Responsibilities Lead, coach, and develop the User Services & Support team, including direct supervision of staff and oversight of student workers. Manage daily support operations, scheduling, coverage, and coordination to ensure consistent service availability. Communicate important technology updates to ensure continuity of academic and business processes. Develop and execute operational plans that align with the University's strategic goals. Serve as the escalation point for complex issues, ensuring professional communication and timely resolution. Act as the primary voice of end users in planning and prioritizing user facing technologies. Lead continuous improvement efforts for service quality, consistency, and user confidence. Configure, administer, and maintain Microsoft Intune and related endpoint management tools. Oversee endpoint standards, deployment, patching, compliance, and lifecycle processes. Implement advanced endpoint threat analytics and collaborate with security teams. Own and maintain the University's IT Service Management (ITSM) platform, including ticketing workflows, service catalog, and knowledge base. Provide Tier 2 and Tier 3 technical support when needed. Build strong relationships with students, faculty, and staff while ensuring timely, high quality support. Ensure high quality documentation and enforce documentation standards across the team. Stay current on ITSM methodologies and best practices to support process maturity. Lead training efforts related to Microsoft 365 and other user facing technologies. Act as a cybersecurity resource for user facing technologies and support incident response as needed. Manage vendor relationships, recommend technology purchases, and support inventory oversight. Document designs, plans, processes, and changes thoroughly and accurately. Develop policies and procedures aligned with institutional and industry standards. Perform other duties as assigned. Education & Experience Bachelor's degree in management information systems or a related field (or equivalent experience). Four years of experience in user support, ideally in a higher education environment. Demonstrated experience leading teams and managing operational outcomes. Experience implementing and improving IT Service Management (ITSM) processes. Proven success supporting a wide range of technologies with a high standard of customer service. Knowledge, Skills & Abilities Strong documentation and communication skills. Ability to add value and actively support others across the institution. Commitment to continuous personal and professional development. Ability to prioritize and manage multiple tasks and projects with minimal supervision. Strong leadership capabilities, including coaching and training. High level of integrity and adherence to institutional policy. Demonstrated ability to improve operational processes for consistency and service excellence. A background check will be conducted on the final candidate. Buena Vista University is an EOE/ADA/Smoke-Free Employer.