GENERAL STATEMENT OF DUTIES: Provide strategic and operational leadership for User Services (Help Desk), OneCard/ID Office, Audio/Visual, and Phone services at Fitchburg State University. This position is responsible for the planning, administration, and continuous improvement of customer-focused technical support, campus card and identification services, phone operations, and related projects; for the supervision, guidance, and professional development of assigned staff; and for ensuring high-quality, responsive service delivery aligned with university goals and operational needs. As a member of the Technology Department leadership team, this position collaborates closely with the Chief Information Officer and fellow Technology directors on strategic initiatives, departmental planning, and cross-functional efforts that support the university’s mission and priorities. The position also works collaboratively with campus partners to assess operational and technology needs, advance initiatives, and evaluate university technology needs and industry solutions to improve efficiency, enhance service delivery, and reduce costs.

SUPERVISION EXERCISED: Provides supervision to User Services, OneCard Office, and Audio/Visual services staff.

DUTIES & RESPONSIBILITIES:

1. Management
   1. Direct, supervise, and coordinate User Services, OneCard/ID Office, Audio/Visual Services, and Phone Services operations and staff.
   2. Develop, implement, and oversee operational plans, policies, procedures, and service improvements that align with university goals and objectives.
   3. Direct projects and operational initiatives designed to improve service reliability, increase efficiency, reduce costs, and enhance the user experience.
   4. Evaluate staffing, workflows, and departmental practices to promote effective operations and high-quality service delivery.
   5. Enforce university and Technology Department policies and procedures.
   6. Develop, manage, and adjust staff schedules to ensure appropriate coverage, operational continuity, and responsive service delivery across assigned areas.
2. Leadership
   1. Champion change and effectively manage the implementation of new ideas in support of the Technology Department and the university's strategic goals.
   2. Continuously assess and improve services, processes, operations, and methods to increase customer satisfaction and operational effectiveness.
   3. Ensure the campus community is well informed of changes, outages, and events that may affect operations or service delivery.
   4. Foster collaboration and solicit input from team members and campus partners to improve services and operations.
   5. Support the supervision, coaching, and professional development of direct reports.
3. Administration
   1. Oversee operational coordination for User Services, OneCard/ID Office, Audio/Visual, and phone services to ensure effective, responsive support for campus needs.
   2. Responsibilities also include overseeing budgets and technology refresh planning for assigned areas, ensuring that quotes, inventory records, and refresh schedules are accurate, complete, and aligned with operational needs.
   3. Ensure assigned service areas follow university technology, access, and information security policies and procedures, and coordinate with appropriate departments on operational or security-related issues.
   4. Support the administration of campus emergency notification and related communication systems, including Alertus, Rave Alert, Rave Guardian, and campus digital signage.
4. Performs other duties as assigned within the scope of the position.

QUALIFICATIONS:

1. Minimum of five years of progressively responsible experience in enterprise technology services, customer support operations, or related technology functions within a complex organization.
2. Minimum of four years of progressively responsible experience supervising, managing, and developing staff.
3. Demonstrated experience managing technology service operations, customer-facing support services, and related projects.
4. Demonstrated ability to lead in a team-oriented environment and manage multiple competing priorities effectively.
5. Ability to assess urgent or crisis situations, establish priorities, and maintain positive working relationships with staff, campus partners, and customers.
6. Strong written, verbal, interpersonal, and customer service communication skills.
7. Demonstrated commitment to high standards of work quality, professionalism, integrity, and ethical conduct.
8. Demonstrated proficiency with standard office productivity tools, including word processing, spreadsheets, and the creation of digitally accessible documents and content.
9. Must have a valid driver’s license.
10. Must be able to satisfactorily pass a check conducted by the Criminal History Systems Board/Sexual Offender Registry Information (CORI/SORI check); and a background check satisfactory to the university.

PREFERRED QUALIFICATIONS:

1. Master’s degree.
2. Higher education experience.

About Fitchburg State University

Fitchburg State University, located in Fitchburg, Massachusetts, is a public institution dedicated to integrating high-quality professional programs with strong liberal arts and sciences studies. Founded in 1894, the university now has more than 30 undergraduate programs and 22 master's degree programs, and 7,000 full and part-time students.

Connections working at Fitchburg State University