Ellucian User Services Manager in Biddeford, Maine


Posting Title:

User Services Manager


Global Services

# of Openings per Req:


Role Description:

The User Services Manager will manage and direct all activities in support of our help desk services to faculty, staff, and students. The User Services Director must understand the needs of faculty, staff, and students and be able to provide best in class customer service support at all times through professional and courteous interactions within the ITS organization and with all UNE stakeholders.

The help desk takes the call, initiates a trouble ticket, and either resolves the problem or triages the support request to technical support personnel. The User Services Manager will track and monitor requests and serve as the liaison between the end user and issue resolution. The User Services Manager will focus on anticipating the staffing and support needs associated with semester starts, web access to registration, grades and other web-based student services.

Duties and Responsibilities:

  • Support and management of Help Desk, Desktop Technology, and Lab/Classroom Technology functional areas

  • Day-to-day oversight of all User Services activities as well as manages ongoing projects and tasks

  • Manage any IT staff or students and associated assignments to include Help Desk, Desktop Technology, and Lab/Classroom Technology

  • Provide project management for areas of responsibility

  • Ensure end user data is protected and recoverable

  • Ensure the necessary tools are available to onsite user support technicians for proactive and responsive services

  • Provide ongoing review of system operating requirements in alignment with budget planning

  • Provide up-to-date system and process documentation and inventories

  • Manage all related vendor support contracts for end user hardware and software

  • When necessary, work in concert with software and hardware vendors for problem resolution

  • Thoroughly understand multiple versions of the Windows desktop operating system as well as patch and imaging technologies

  • Have strong customer service skills and staff management experience

  • Good written and verbal communication skills required

  • Strong desktop technical background

  • Strong end user orientation

  • Staffs and trains team of technical support specialists for PC support, helpdesk support, and training support initiatives

  • Trains staff to help customers use products properly

  • Handles customer problems that appear to arise from the use of products or the services

  • Coordinates rollout of new PCs, laptops, printers, etc. in accordance with applicable replacement schedules as well as associated licensing

  • Completes, maintains, and processes pertinent paperwork and records

  • Plans and schedules levels of support

Auto req ID:


Positions Remaining:


Business Unit:

Technology Management

Job Posting Location(s):



  • Bachelor's degree in Computer Science, Information Technologies or related field, or an equivalent combination of experience, education, and training

  • Demonstrated experience managing a team of customer service professionals

  • Experience with help desk ticketing systems and customer service workflow

  • Strong understanding of technical troubleshooting methodology

  • 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

  • Knowledge of applicable laws, guidelines or regulations as they relate to IT

  • Strong leadership, coaching and mentoring skills

  • Excellent oral, written, and interpersonal communication and presentation skills across organizational boundaries

  • Ability to work with a range of technical staff to develop joint solutions


Company Information:

Ellucian is the world’s leading provider of software, services and insight to higher education. Ellucian helps the higher education community—students, faculty, and staff—achieve their goals more efficiently, effectively, and with reduced risk. Ellucian’s comprehensive suite of software solutions includes student information systems (SIS), finance and HR systems, recruiting and retention systems, among other offerings. With more than 1,500 institutions subscribing to Ellucian’s cloud services and SaaS offerings, the company is one of the largest providers of cloud-based solutions. Ellucian also supports the higher education community with a range of professional services, such as application software implementation, training, education, and management consulting. More than 2,400 institutions in 40 countries rely on Ellucian to help enable the mission of higher education.

Functional Area:

Technology Management

Primary Location:


We’re inclusive

All qualified applicants will receive consideration for employment at Ellucian without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law.