Help Desk & Multimedia Manager - Assistant Director of Enterprise IT Job at UCAR

Help Desk & Multimedia Manager - Assistant Director of Enterprise IT Reporting to the Chief Information Officer and serving as an Assistant Director of Enterprise IT, the Help Desk and Multimedia Manager is a critical leadership position at the core of IT customer service. The role is responsible for the smooth operation and strategic advancement of the organization’s technology services. Key responsibilities include overseeing the daily operations of the IT Help Desk and Multimedia Services team, ensuring exceptional user support, efficient service delivery, and the effective use of multimedia technologies. The role also contributes to the broader strategic planning, project management, and operational efficiency of the entire Enterprise IT department, acting as a key advisor to the CIO and serving on the IT Senior Leadership Team. Position Details Visa Sponsored Job: No Relocation Assistance Eligible: Yes Job Location: Boulder, Colorado Position Type & Term: Full time, Regular Compensation Range: $127,654 - $159,568* Final salary and rates are based on education, experience, skills relevant to the role. Application Notes Job Location: Boulder, Colorado Job Type: Hybrid – minimum 3 days per week in the Boulder office Application Deadline: 11:59 PM MT on Sunday, November 23, 2025 Required application materials: Resume/CV, Cover Letter that addresses (1) experience working with executive leadership, and (2) working in environments with distributed authority. Cover Letters that do not address the above will not be submitted for further consideration. Background Checks: Conducted for candidates selected for hire. Work Location: Regardless of flexible work arrangements, UCAR requires all positions to be performed within the U.S., excluding U.S. Territories. What You Will Do Help Desk Management (50%) Service Delivery & Operations Lead, manage, and mentor a team of Help Desk technicians, fostering a culture of customer service excellence, continuous improvement, and problem-solving. Oversee the day‑to‑day operations of the IT Help Desk, ensuring timely and effective resolution of technical issues for all staff. Develop, implement, and refine Help Desk policies, procedures, and best practices to optimize efficiency and user satisfaction. Manage the ticketing system (e.g., ServiceNow, Jira Service Management) to ensure proper prioritization, escalation, tracking, and reporting of all incidents and service requests. Provide ticket triage support to all of UCAR, UCP, and NSF NCAR, while directly providing ticket resolution support to a subset of those groups. Partner closely with NSF NCAR Research IT to effectively hand off tickets for last‑mile ticket resolution within NSF NCAR. Performance & Quality Assurance Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) for Help Desk operations, driving continuous improvement in response times, resolution rates, and customer satisfaction. Conduct regular quality assurance reviews of Help Desk interactions and resolutions, providing constructive feedback and training to staff. Implement user feedback mechanisms to continuously assess and improve service quality. Knowledge Management Develop and maintain a comprehensive knowledge base for common IT issues and solutions, empowering users with self‑service options and improving technician efficiency. Ensure all documentation for IT systems and processes relevant to end‑users is current and accessible. Multimedia Services Management (25%) Operations & Support Oversee the delivery of multimedia services, including audio‑visual support for meetings, conferences, and events (both in‑person and virtual). Manage the setup, operation, and maintenance of conference room technology, presentation systems, video conferencing solutions, and digital signage. Provide expert guidance and support for live streaming, recording, and editing of multimedia content. Work closely with administrators and IT staff in UCAR, UCP, and NSF NCAR, to provide counseling, advice, and design support for rooms outside the purview of Enterprise Multimedia Services. Technology Management Evaluate, recommend, and implement new multimedia technologies and solutions to enhance collaboration and communication capabilities. Ensure the reliability, security, and performance of all multimedia systems and equipment. Manage inventory and lifecycle of multimedia hardware and software. Training & Consultation Train users on multimedia equipment and best practices for effective presentations and virtual meetings. Consult with departments and project teams on multimedia requirements for various initiatives. Assistant Director of Enterprise IT (25%) Strategic Planning & Development Collaborate with the CIO and the IT Senior Leadership Team on strategic planning, goal setting, and the development of long‑term technology roadmaps. Identify opportunities for technology innovation and process improvement across the EIT department. Assist in the development and management of the EIT budget, ensuring efficient allocation of resources. Project Leadership & Management Lead or co‑lead key cross‑functional IT projects from inception to completion, ensuring adherence to timelines, budgets, and scope. Represent EIT in various organizational committees and working groups. Coordinate efforts between different EIT teams (e.g., Network, Systems, Applications) to ensure integrated and effective service delivery. Operational Oversight & Improvement Support the CIO in ensuring the overall operational efficiency, reliability, and security of enterprise IT systems and services. Contribute to disaster recovery and business continuity planning for IT services. Vendor Management & Procurement Assist in managing relationships with IT vendors and service providers, evaluating contracts, and overseeing service delivery. Participate in the procurement process for new IT hardware, software, and services. Other Desired/Required Skills & Experience Communicates the importance of customer service and ensures customers receive a quality experience. Explains the relationship between organizational activities and IT capabilities to leadership. Evaluates software, hardware, and cloud solutions, recommends and supports full solutions, presents proposals to governance bodies, and manages projects to completion. Determines best application of resources to achieve results based on Enterprise IT strategies and priorities. Evaluates strategies and system deployments. Solves complex problems common to heterogeneous computing environments, including mobile devices, cloud services, and virtual environments. Recommends best courses of action to maintain secure, productive computing environments that enable the organizational mission. Who We’d Love To Join Our Team Education & Experience Minimum of 8 years of progressive experience in IT, with at least 3–5 years in a leadership or management role overseeing help desk, desktop support, or IT operations. Proven experience managing or significantly contributing to multimedia/audiovisual support services. Demonstrated experience in strategic planning and project management within an IT department. Strong track record of improving IT service delivery and customer satisfaction. Experience with IT Service Management (ITSM) frameworks (e.g., ITIL). Technical Skills Proficiency with Help Desk ticketing systems (e.g., Jira Service Management). Solid understanding of operating systems (Windows, macOS, Linux) and common business applications (e.g., Microsoft 365, Google Workspace). Knowledge of video conferencing platforms (e.g., Google Meet, Zoom), AV equipment, and live streaming technologies. Familiarity with cybersecurity best practices for end‑user devices and services. Leadership Skills Exceptional leadership, team‑building, and mentorship abilities. Outstanding customer service orientation and communication skills (verbal and written). Strong analytical, problem‑solving, and decision‑making capabilities. Ability to manage multiple priorities in a fast‑paced environment. Excellent interpersonal skills for collaborating with diverse stakeholders at all levels. Preferred Certifications : ITIL Foundation or higher CompTIA A+, Network+, Security+ PMP (Project Management Professional) Microsoft Certified: Modern Desktop Administrator Associate Other Requirements – Risk‑based position. Candidates will undergo pre‑employment screenings, background checks, and Sex Offender Registry screening where applicable. Benefits Overview Tuition Assistance and other professional development opportunities. UCAR contributes 10 % of eligible pay into retirement account; 100 % fully vested on day one. Minimum 20 days of personal time off per year (prorated for part‑time). 10 paid holidays. 12 weeks of paid parental leave, short‑term medical leave at 100 % salary. EcoPass for local Colorado residents to use Denver/Boulder transit systems gratis. Commitment to Job Application Fairness Applicants may redact age or birthdate information during the initial application process. Flexible Work UCAR supports flexible work arrangements to help staff maintain work‑life balance. Many positions are eligible for fully on‑site, hybrid (three days per week), or flexible hours. Equal Opportunity Employer UCAR is an equal opportunity employer and does not discriminate on race, age, creed, color, religion, national origin, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity, or pregnancy. Export Control All positions must comply with U.S. export compliance regulations and work location requirements regarding access to facilities and research systems. Work Location UCAR requires all positions to be performed within the U.S., excluding U.S. Territories. AI Software ChatGPT and similar AI tools are allowed and encouraged for job applications; we encourage that applicant material be original work. #J-18808-Ljbffr