Item 3.R-August 8, 2014
ADMINISTRATIVE FACULTY POSITION DESCRIPTION QUESTIONNAIRE
To expedite and facilitate the PDQ review process, please send the PDQ and Org Chart electronically to
marshag@unr.edu for discussion and for initial review before routing PDQ for approval signatures.
Questions - call UNR Faculty HR at 682-6114
INSTRUCTIONS: See http://www.unr.edu/hr/compensation-and-evaluation for complete instructions.
Incumbent(s) Name (if applicable): Tina Lundstrom
Current Title: Manager, User Services (JCC: 76504 )
Department: Information Technology
Position #(s): 11110
Current Range: 4
College/Division: Provost’s Office
Account #(s): 1101-109-0902
Action Proposed: (check all that apply)
( ) New position: Proposed Range:
Proposed Title:
(X) Title Change, Proposed Title: Associate Director, User Services
( ) Proposed Reassignment from Range
to Range
( ) Revised PDQ only (no change in range or title)
( ) Line of Progression (show titles below)
Range:
JCC (Current
or new HR
assigned):
I certify that the statements in this description are accurate and complete to the best of my knowledge.
____________________________________________________________
Employee’s Signature
__________________
Date
I/we have reviewed the statements in this form and they accurately reflect the job assignments.
____________________________________________________________
Immediate Supervisor’s Signature
__________________
Date
____________________________________________________________
Director/Chair/Dean
Huapei Chen, Chief Information Officer
__________________
Date
Approved for Salary Placement Committee review.
____________________________________________________________
__________________
Pres / Vice Pres / Vice Prov Signature Kevin Carman
Date
Executive Vice President and Provost
Action Approved by the Provost/President (Completed by Faculty HR):
67594 Range:
4
Pos #(s): 11110
JCC:
EEO: 3J
Eff: 8/1/2014
Approved Title: Associate Director, User Services
Employee signs on “final” stamped approved PDQ and sends to HR for personnel file.
Employee Signature:_______________________________________________ __________________
Date
Printed Name: ____________________________________________________
Rev: 10/1/2012
Position Description – Associate Director, User Services
Page 2
1. Summary Statement: State the major function(s) of the position and its role in the
university. Attach an organizational chart with positions, ranges, and names for the division
which reflects the position in it as well as those supervised in the department. (This section is
used for advertisement of the position.)
The Associate Director, User Services provides leadership and overall management for the public
service operations in Information Technology (IT), including the Global Support, Desktop Support and
Online Support. The position is responsible for the overall quality of all IT customer-facing services,
including helpdesk (tier 1) and extended desktop/laptop/devices and enterprise applications/services
(tier 2) service provided to university students, faculty and staff by front-line IT service units. The
incumbent is responsible for short- and long-range planning, policy and procedures development, staff
training and development, the adoption of appropriate technologies, assessment, and consultation
with users to ensure continuous improvement of services. The four service units provide:





planning, implementation, support and emergency response for the University of Nevada,
Reno (UNR) computing environment
computing help desk walk-up, phone-in, email and remote support for students, faculty, staff
and administration
computer purchasing and consultation, onsite and in-shop equipment troubleshooting and
repair, and an organized desktop replacement program for faculty, staff and administration of
the University
direct desktop computing for colleges and departments
internal IT, academic and administrative technology project management and support
The position reports to the Chief Information Officer in IT.
2. List the major responsibilities, including percentage of time devoted to each. Provide
enough detail to enable a person outside the department to understand the job (percentage
first with heading and then bulleted information).
50% - Management of IT User Services
 Provide leadership and management of staff, facilities and services in Global Support, Desktop
Support and Online Support
 Implement policies and procedures through the managers of individual units and direct
supervision of Online Support
 Assist managers and staff in each area to develop new strategies and programs to improve
delivery of computer support services to University students, faculty, staff and administration
 Coordinate campus-wide use of the call-tracking system
10% - Customer Support Metric and Reporting Oversight
 Implement IT service management methologies to ensure a high quality of service to the
University community
 Establish and oversee daily operations and reporting based on predetermined metrics
 Monitor and assess quality of service for continuous improvement
20% - Planning and Policy Development
 Assist in developing and publicizing short-range and long-range plans and budgets for
University User Services
 Communicate the unit's goals, objectives, and status of technology projects
 Work with other IT senior management members to establish systems for resolving computing
problems
Position Description – Associate Director, User Services
Page 3
20% - Communication and Project Development
 Coordinate with university departments across campus to ensure computing services and
support adequate to support their educational objectives
 Collaborate with other University managers to solve technical support issues
 As appropriate, coordinate computing support projects with other IT and university
departments, such as Teaching and Learning Technologies, KUNR, University Libraries, and
Faculty Senate, System Computing Services, and counterparts at other NSHE institutions
3. Describe the level of freedom to take action and make decisions with or without
supervision and how the results of the work performed impact the department, division and/or
the university as a whole.
Level of Freedom:
The incumbent has full responsibility for communication, coordination and escalation of issues in their
unit. dvice and recommendations on best practices are provided by the Associate Director to the CIO
and campus leadership on key IT initiatives. The Associate Director works in consult with the CIO,
University IT management and campus leadership as to the direction of user services goals and
objectives to ensure that customer needs are understood and addressed.
Impact:
The decisions and judgments made by this position affect the ability of departments, divisions, and the
University as a whole to effectively utilize computing resources at UNR. Decisions have a direct
impact on the quality of computing support services for the institution and on the ability of campus
units to carry out their missions. Failure to perform successfully results in wasted time, user
frustration, and potentially jeopardizes research results, and the ability of faculty and students to meet
research, publication and coursework deadlines.
4. Describe the knowledge, skills (to include cognitive requirement and verbal and written
communication), and abilities (to include task complexity, problem solving, creativity and
innovation) essential to successful performance of this job (in bullet format).
Knowledge of:
 Personal computer (PC) systems, computers operating on networks, internet resources, and
PC software used in university environments
 Computing needs of users in academic setting
 Policy formation and project development
Skills:
 Proficiency in use of a personal computer and current software applications including but not
limited to Microsoft Office Suite (Word, Access, Excel, PowerPoint, and email)
 Excellent oral and written communication skills to communicate effectively with non-technical
faculty and staff in discussion of technical matters
 Strong problem-solving and decision-making skills
 Supervision/management
 Teaching and training skills
Position Description – Associate Director, User Services
Page 4
Ability to:
 Plan and deliver technology services to a broad constituency
 Manage, organize, and administer enterprise-wide computing services, with an emphasis on
services that affect end-users
 Supervise staff in a service-oriented team environment and manage a group working toward
common goals
 Interact with people with diverse technical skills in discussion of technical matters
 Generate a service-oriented attitude from staff involved in supporting computing use
5. Describe the type of personal contacts encountered in performing the duties of the job.
Explain the nature and purpose of these contacts: i.e., to provide services, to resolve
problems, to negotiate.
Internal
IT managers
Faculty, staff and students who
are served by User Services
Department heads, Deans and
Vice Presidents
Staff
External
Vendors
Reason for Contact
To represent the department, as appropriate, at various meetings
across campus related to computing support services and policies
and to solve problems and improve service
Daily personal contacts to share information and to resolve
problems
To provide information and ensure that the services provided meet
with their satisfaction
To directly supervise and coordinate work of department
Reason for Contact
To research new technology and update current technology on
campus
6. Indicate the minimum qualifications which are necessary in filling this position should it
become vacant. Please keep in mind the duties/responsibilities of the position rather than the
qualifications of the incumbent.
a.
Minimum educational level, including appropriate field, if any.
Bachelor’s Degree from a regionally accredited institution
b.
Minimum type and amount of work experience, in addition to the above required
education necessary for a person entering this position.
Bachelor’s Degree and four years, or Master’s Degree and three years, of recent
experience managing complex information technology resources involving direct user
support and consulting with end-users on the use of enterprise-wide computer support
services
Preferred Licenses or Certifications: None
c.
Indicate any license or certificate required for this position.
None