User Services Manager II

This job carries with it the obligation to uphold the Mission of Lone Star College (LSC) in carrying out the duties of the position. A commitment to positive interpersonal behaviors, professional communication, integrity, leadership, stewardship, respect and accountability to LSC students and employees is essential.

Cultural Beliefs

• One LSC
• Student Focused
• Own It
• Foster Belonging
• Cultivate Community
• Choose Learning

The Chronicle of Higher Education's "Great Colleges to Work For®" is designed to recognize colleges that have been successful in creating great workplaces and to further research and understanding of the factors, dynamics and influences that have the most impact on organizational culture at higher education institutions.

Lone Star College has been recognized in multiple categories.

Lone Star College-CyFair

Lone Star College offers high-quality, low-cost academic transfer and career training education to 80,000+ students each semester. LSC has been named a 2023 Great Colleges to Work For® institution by the Chronicle of Higher Education.

LSC consists of eight colleges, seven centers, eight Workforce Centers of Excellence and Lone Star Corporate College.

Located in suburban northwest Houston in the heart of the CyFair Community, the college provides a full range of offerings including unique programs in fire science technology, logistics management and sonography. Since opening our award winning campus in 2003, the college has experienced record growth and supports an exciting learning environment that brings together state-of-the-art technology and active, collaborative learning.

Location address is 9191 Barker Cypress Road, Cypress, TX 77433.

PURPOSE AND SCOPE:

The User Services Manager II, will be responsible for effectively and efficiently managing OTS personnel, hardware, budget, and other resources in the technology support of faculty, staff and students to achieve success in the strategic goals and mission as set forth by Lone Star College. Responsible for OTS activities including the operational responsibility of Academics, Desktop Support, and A/V support teams in a large campus environment. This position is a member of a 24/7/365 global department.

ESSENTIAL JOB FUNCTIONS:

• Manage the performance of full-time and part-time staff to ensure adequate coverage, completion of Service Level Agreements, adherence to established Standard Operating Procedures, and project completion; manages both Technology Center Supervisors with subordinate part time staff and Client Technology Supervisors with subordinate full time staff in a large and complex campus operation
• Understand IT processes and ensure staff work within those processes
• Supervise the hiring, mentoring, disciplining, and termination of full-time and part-time staff
• Participate in IT leadership activities, including meetings
• Create and manage projects of varying size impacting multiple divisions or groups
• Assist with budget proposals, tracking expenditures, and reporting. This includes involvement in IT-related expenditures for other departments
• Oversee the time management of FT and PT support staff to ensure coverage during campus hours. This includes time approvals and ensuring adequate staffing levels at two satellite campus location
• Verify the number and type of machines are correct to meet user's needs and be fiscally sound in ordering computer warranty refresh
• Meet with Division Operations Managers, Deans, and Vice Presidents to inform them of changes and ensure that the quality and expectation of services is being met
• Consult with departments in assessing and recommending technology solutions to meet needs
• Conduct annual performance reviews of full-time employees
• Serve as the Administrator for the HP Channel Services program for the entire system. This program reimburses Lone Star for warranty work done on LSC owned HP equipment
• Keep staff current regarding overall IT strategic and business issues
• Manage the distribution of hardware assets to be deployed during hardware refresh
• Responsible for other related duties as required

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to use and learn new technical software applications (PeopleSoft, SQL Developers etc.)
• Attention to detail and the ability to successfully manage multiple tasks with overlapping time-frames and deadlines
• Strong initiative and analytical skills
• Strong interpersonal and facilitation skills
• Ability to set priorities and procedures
• Strong problem solving abilities
• Strong communication skills
• High degree of judgment
• Ability to understand all policies and procedures
• Commitment to work collaboratively
• Ability to work in a dynamic climate and maintain a positive attitude in a demanding work environment

PHYSICAL ABILITIES:

The work requires some physical exertion, such as long periods of standing; walking over rough, uneven or rocky surfaces; recurring bending, crouching, stooping, stretching, reaching or similar activities; or recurring lifting of moderately heavy items. The work may require specific, but common, physical characteristics and abilities, such as above average agility and dexterity.

WORK SCHEDULE & CONDITIONS:

• Equipment used includes, PC workstation running on a LAN in Microsoft Windows and Mac environments, calculator, phone and other general office equipment
• Interface with internal and external contacts as needed to carry out the functions of the position
• Work is performed both indoors in a climate-controlled office environment and outside in non-climate controlled areas
• May regularly travel to different LSC locations
• May be fully reassigned to other LSC locations if necessary
• May need to work weekends and outside of core business hours if necessary

REQUIRED QUALIFICATIONS:

• Associate's degree and at least 6 years of related work experience, with at least 5 years of prior experience supervising in the technology industry, or an equivalent combination of education and experience
• One additional year of work experience may be substituted for each required certification
• ITIL Foundations or industry recognized equivalent
• CompTIA Project+ Certification or industry recognized equivalent

PREFERRED QUALIFICATIONS:

• Bachelor's Degree
• 7 years of related work experience
• At least 6 years of supervisory experience
• Project management experience
• Technology operational leadership experience in a higher education institution
• CompTIA A+ Certification or industry recognized equivalent
• Microsoft Certified Professional (MCP)
• Microsoft Certified Solutions Associate (MCSA)
• LSC Academy
• Apple Certified Support Professional

Hiring salary range is: $74,911 - $86,148

Lone Star College provides a hiring salary range for all posted full-time non-faculty positions. Where your salary offer would fall in that range is determined by your related experience and education. Should you receive an offer of employment from Lone Star College, the resume submitted in the application process will be utilized to calculate your salary offer. The information outlined below will provide the Office of Human Resources everything needed to determine an accurate starting salary.

Your resume should provide a complete picture of your work experience. The resume should include the following information for each position listed:

• Length of time (specific months and years) of employment
• If the position was full time or part time
• If the position was paid or unpaid
• Level of degree completed including date earned.
• Unofficial transcript for highest earned degree

Additionally, any certifications listed as required or preferred in the Lone Star College job description should be included in the resume submitted.

By joining our top-notch institution, you will enjoy being a part of an organization that offers a supportive, collegial work environment and excellent work/life balance. This includes a full comprehensive and competitive benefits package, a generous number of paid holidays and vacation days, wellness programs, tuition waiver, professional development opportunities and more.

Go to the Job Search page, click on ‘My Activities’ at the top of the page. Under My Cover Letters and Attachments you will click on ‘Add Attachment.’ Please be sure to put the Job ID# in the title once you name your file for cover letters only, unless you attached your cover letter with your resume.

If you are applying for an Instructional position (i.e. Faculty, Adjunct Faculty, Instructor), please ensure you include the following to be considered: Resume/CV, Cover Letter, Teaching Philosophy, and unofficial transcripts.

You must limit your file name for any attachment to 40 characters or less.

ALL APPLICANTS MUST APPLY ONLINE ONLY

We will not accept application material received via fax, email, mail, or hand delivered.

Postings for part-time and adjunct positions are active for the academic year. By selecting the option to receive notifications on your profile, you will begin receiving electronic communication regarding new opportunities with Lone Star College (LSC).

If selected for an interview, a recruiter will contact you by phone, or email to schedule an interview.

Lone Star College participates in the E-Verify program, under which Lone Star College provides the federal government with information from each new employee's Form I-9 to confirm that the employee is authorized to work in the United States.

More information on the E-Verify program is available at www.dhs.gov/E-Verify.

Lone Star College is an EEO Employer. All positions are subject to a criminal background check.