Item 3.D-April 12, 2013
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): Robert Boyd
Position #(s): 16799
Current Title: Manager, User Services (Savitt)
Current Range: 3
(JCC:77764;3J)
Department: Information Technology
College/Division: Office of Provost
Account #(s): 1201-119-5022
Action Proposed: (check all that apply)
( ) New position: Proposed Range:
Proposed Title:
(X ) Title Change, Proposed Title: Manager, User Services (Medicine)
(X) Proposed Reassignment from Range 3
to Range 4
( ) 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 Bird Vilseck, Director, Info Technology
__________________
Date
____________________________________________________________
__________________
Director/Chair/Dean
Kevin Carman, Executive Vice President and Provost
Date
Approved for Salary Placement Committee review.
____________________________________________________________
__________________
Pres / Vice Pres / Vice Prov Signature Jannet Vreeland
Date
Vice Provost and Secretary of University
Action Approved by the Provost/President (Completed by Faculty HR):
67378 Range:
4
Pos #(s): 16799
JCC:
EEO: 3J
Eff: 4/1/2013
Approved Title: Manager, User Services (Medicine)
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 - Manager, User Services (Medicine)
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 Manager, User Services (Medicine), provides leadership and overall management for service
operations in Information Technology (IT) for the University of Nevada School of Medicine (UNSOM)
including the Help Desk and Support Center, Desktop Services, and all clinical locations in the Reno
area. The position is responsible for the overall quality of service provided to UNSOM 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 position reports to the Director, Information Technology.
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).
60% - Management of IT User Services Operations
 Provide leadership, planning, implementation, support and emergency response, and
management of staff, facilities, and services in the UNSOM Help Desk and Support Center,
Desktop Services, and all clinics that are part of Medical School Associates North and Mojave
North, including EMR, workstations, end user experience of Citrix environment, and any
device integration, such as imaging or other devices
 Coordinate user computer services with IT staff of Integrated Clinical Services in Reno, Las
Vegas, and elsewhere across the state
 Manage Help Desk and user services staff who provide computing help desk walk-up, phonein, email and remote support for students, faculty, staff and administration
 Assist staff in developing new strategies and programs to improve delivery of computer
support services to UNSOM students, faculty, staff and administration
 Monitor and assess quality of service for continuous improvement and establish systems for
resolving computing problems and complaints
 Manage the access to and use of UNSOM Computer Lab
 Hire, plan, direct, oversee, and supervise classified and student staff in both the help desk
support area as well as the clinical support areas; establish workflow assignments and
oversee daily operations
 Coordinate department-wide use of the call-tracking system
 Establish and Implement policies and operational procedures through direct supervision of the
Help Desk and Support Center and Clinic Support Staff
15% - Desktop Replacement and Equipment/Software Purchase Management
 Serve as coordinator for UNSOM acquisition of hardware and software products and provide
computer purchasing and consultation; advise users on software purchases, obtains quotes,
and assists in purchase and licensing processes
 Manage desktop replacement and equipment/software purchase program for UNSOM
 Provide onsite and in-shop equipment troubleshooting for faculty, staff and administration of
UNSOM
 Plan and install new equipment and software and enhancement to current facilities
 Establish and communicate software/hardware policies
Position Description - Manager, User Services (Medicine)
Page 3
15% - Planning and Policy Development
 Assist in development and communication of short-range and long-range plans and budgets
for University computing support services
 Communicate IT's goals, objectives, and status of technology projects
 Work with other IT managers to establish systems for resolving computing problems
10% - Communication and Project Development
 Coordinate with UNSOM and Department of Health Services (DHS) across campus to ensure
computing services and support is adequate to support educational objectives
 Collaborate with other School of Medicine and Department of Health Services managers to
solve technical support issues
 Collaborate with appropriate units across campus and state to set policies, establish
procedures, and monitor performance on issues related to computing services, and issues
related to the operation of a successful Help Desk for UNSOM; communicate the department’s
goals, objectives, and status of ongoing projects to UNSOM faculty and staff
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 Manager works with non-technical faculty, staff, students and practice plan employees and must
communicate and think clearly in times of urgency to handle high pressure situations and still keep the
process within the educational, research and clinical missions of UNSOM. The supervisor is consulted
on development and implementation of long-range goals of the unit.
Impact:
Effective, largely independent analysis and decision making skills are crucial to this position.
The decisions and judgments of the position have a critical effect on the ability of the UNSOM
students, faculty and staff to effectively and efficiently utilize the computing resources available on
UNSOM’s UNR and Las Vegas campuses. The support provided to medical students is essential for
their successful utilization of the array of campus and medical school computing, networking and
library resources with their required laptops. Effective oversight of the computing lab is critical to
medical student success. The support of faculty is vital to their research and teaching, and to practice
plan employees for their ability to rapidly and correctly bill and receive payments from patients.
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:
 Management, organization of, and administration of enterprise-wide computing services with
an emphasis on services that affect end-users
 Microcomputer systems, computers operating on networks, internet resources, and
microcomputer software used in university environments
 Computing needs of users in academic setting
 Policy formation and project development
 Purchasing rules, regulations, and policies
 Clinical Practice Management systems, policies and procedures
 Electronic Medical Record system management
Position Description - Manager, User Services (Medicine)
Page 4
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 verbal and written communication skills to communicate effectively with nontechnical faculty and staff in discussion of technical matters
 Strong problem-solving and decision-making skills
 Human resources supervision/management
 Teaching and training skills
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
 Be flexible and work independently under minimal supervision with considerable latitude for
initiative and independent judgment
 Travel as needed
 Lead small to mid-sized projects
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
UNSOM faculty, staff, and
students
Reason for Contact
Daily personal contact to share information and to resolve
problems using Computing Lab, Help Desk, and needing
computing services
University Information
Technology staff and managers
To coordinate Help Desk and user services functions and to
represent the department, as appropriate, at various meetings
across campus related to departmental services and policies
To provide information and ensure that the services provided meet
with their satisfaction
Department heads, the Dean
and other administrators
External
Hardware and software vendors
and with their service
departments
Reason for Contact
To resolve issues related to purchases and repairs
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
Position Description - Manager, User Services (Medicine)
Page 5
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 five years, or Master’s Degree and three years, of recent
experience managing complex information technology and supporting end-users in the
use of enterprise-wide computer services
Preferred Licenses or Certifications: None
c.
Indicate any license or certificate required for this position.
None