User Services Director - (Memphis, TN)

The User Services Director 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 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 Director will track and monitor requests and serve as the liaison between the end user and issue resolution. The User Services Director will focus on anticipating the staffing and support needs associated with term starts, web access to registration, grades and other web-based student services.