Oct 22, 2020

User Support Service Manager

  • Harvey Mudd College
  • Claremont, CA, USA
Full-Time Administration Information Technology Other

Job Description

Position Summary

The USS Manager supervises the User Support Service (USS) team and directs all technical support services to the HMC campus, which consists of approximately 1,000 faculty, staff, and student users. Ensures the USS team provides technical consultation for hardware, software and audio-visual systems support to campus users, which includes; troubleshooting, researching, analyzing and responding to a wide range of routine and complex issues or questions and requests for assistance. The USS Manager coordinates the daily work and schedules of the USS technical analysts to ensure that priorities are aligned, service requests are fulfilled in a timely manner, and workload is equitable. The USS Manager initiates and oversees the development of documentation for the operations of the User Support Services. Serves as the first point of escalation and contact for faculty, staff and students who need additional support from the USS team or are dissatisfied with service. The USS Manager will track and monitor requests and serve as the liaison between the end user and issue resolution. Reporting to the Deputy CIO, the individual in this position supervises the User Support team, and is responsible for hiring, assigning and reviewing tasks, and performance management and evaluation for six to eight staff members. The USS Manager participates in the CIS management team (MT).

About Harvey Mudd College:

Located in the heart of Claremont, California, 35 miles east of Los Angeles, Harvey Mudd College is a highly selective undergraduate liberal arts college offering degrees in science, technology, engineering and mathematics. HMC enrolls about 800 students and is a member of The Claremont Colleges, which comprises five undergraduate colleges and two graduate institutions. According to students, professors, and alumni, what makes Harvey Mudd distinctive is its collaborative, cross-disciplinary nature. The working environment is built on collaborative relationships between and among all members of the campus community and a deep commitment to the College’s mission to educate students “so that they may assume leadership in their fields with a clear understanding of the impact of their work on society.”

The successful candidate will be a person with proven ability to combine a laser focus on customer satisfaction with good technical skills and an ability to lead a diverse team. The User Support Services Manager will initially work remotely during the Covid 19 pandemic, but once people can return to campus, the position has a high degree of interpersonal activity. The Computing and Information Services department is currently 47% female and the College places a strong emphasis on diversity, equity and inclusion. If you wish to lead a fast moving diverse technical support team in an environment where everyone holds themselves to high standards, we want to hear from you.

Duties and Responsibilities

  1. Supervise six to eight Technical Analysts in the User Support Service group.
    1. Hire, assign tasks, review tasks, provide feedback, conduct performance evaluations and initiate discipline as required.
    2. Manage Technical Analyst time shifts. Set staff schedules, review and approve vacation requests, approve overtime.
  2. Direct technical support services to faculty, staff, and students.
    1. Plan, organize, and lead the provision of hardware, software and AV support for faculty, staff and students.
    2. Coordinate audio visual service delivery for classroom, meetings and campus events.
    3. Manage regular communications from HelpDesk for planned and unplanned events and other methods of communications shared on behalf of HelpDesk, for example, CIS news items and Twitter.
  3. Design and oversee the delivery of service and support for audiovisual and printing in staff departments, classrooms and for students.
  4. Regularly review the CIS service catalog to ensure that it is up to date. Ensure that tier one and tier two duties associated with each catalog entry are accurately documented and that all members of User Support Services are trained on each of the tasks in tier one.
  5. Coordinate the setup, distribution, and support of desktop hardware and software for faculty and staff, and CIS computer labs and laptop carts.
  6. Manage the CIS loaner programs and work with MT and/or Student Billing on complex loans.
  7. Meet regularly with User Support Services, the CIS Management Team, and other CIS teams to coordinate resources for projects and high visibility support work.
  8. Work closely with the CIS Project Manager to ensure that USS staff that are assigned to projects are participating appropriately and have sufficient time scheduled.
  9. Assist MT in departmental planning by presenting information gathered from support requests, incident reviews and feedback from faculty, staff, and students.
  10. Actively participate in HMC and Claremont IT committees as appropriate.
  11. Perform other essential duties and tasks as assigned.

Required Knowledge, Skills and Abilities:

Individuals must possess knowledge, skills and ability to be able to successfully perform the essential functions of the position, or be able to explain or demonstrate how the essential functions will be performed, with or without reasonable accommodation, using some other combination of skills and abilities.

  1. Interpersonal skills to supervise and motivate individuals from diverse backgrounds.
  2. Must have sufficient technical computing skills and ability to identify, understand and apply state-of-the-art technological advances as they emerge. Must demonstrate a genuine interest in learning about ways to use technology to improve people’s day to day work.
  3. Ability to make quick decisions based on sometimes incomplete information.
  4. Must have excellent oral and written communications skills and superior organization skills.
  5. Must be able to analyze, interpret, and present data in support of planning efforts.
  6. Must have the ability to interact with various collegiate constituencies including faculty, staff and students with limited computing knowledge, and those with advanced computing knowledge.
  7. Ability to facilitate problem-solving among administrative groups with varying needs and priorities, and to communicate well with administrative users technical staff, and senior management

Required Qualifications and Experience


  • Bachelor’s degree in a science, mathematics, engineering or other related field. Master’s degree preferred.


  • Three to five years’ experience as a computing professional, including some user support and planning experience.                         



The regular hours for this position are Monday through Friday; 8 a.m. to 5 p.m.; 12 months per year. Hours may vary due to needs of the college or department.


This is an exempt, full-time, benefits-eligible position.


Reports to the Deputy CIO and Assistant Vice President of Computing and Information Services.

Application Procedures:

Please visit www.hmc.edu/employment to view a complete job description for this position and obtain information about how to submit an application.   Information about HMC’s competitive benefits package is available at www.hmc.edu/hrbenefits.

Deadline to apply:

Position will remain open until filled.

Regular employment at the College is for no specified period of time; conditions and status of employment (hours, pay, duties, etc.) are subject to change at any time. Employees, and likewise the College, are free to end the employment relationship at any time, for any reason, with or without cause or notice, unless otherwise prohibited by law.

This job description defines the essential or fundamental job duties of the employment position. It is assumed that the employees hired for this position can perform the essential functions of the job without imposing risk of substantial harm to the health or safety of themselves or others. It may also include marginal functions, generally defined within Title I of the Americans with Disabilities Act.




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