Category: User Support Services

The search for the Director of User Support Services began in early July with the job posting, and the search advanced on July 16 when the search committee met to discuss applicants and determine who will be invited for interviews the week of August 29 (dependent on candidate availability). Candidates will be interviewed by the search committee, Patrick Chinn, Jessie Minton, and two sets of stakeholders: select IT staff and campus leaders from the ranks of associate deans, IT directors, and chiefs of staff.

The search, which is open only to candidates who work at the University of Oregon, is led by Patrick Chinn, associate CIO for customer experience in Information Services. The committee members are Leeann Ford, Lundquist College of Business; Chuck Theobald, Office of Research and Innovation; Carol Gering, Online and Distance Education; Chris Butler, Athletics; and Jared Haddock, Information Services.

The Director of User Support Services will play a pivotal role in standing up and operating the User Support Services teams for the university. The selected candidate will oversee managers who lead that IT support teams that provide user support services to the university.

User Support Services is comprised of desktop and helpdesk support (including chat), account and access management, knowledge management, classroom technology, and electronic device management.

The User Support Services Implementation project charter has been finalized and approved. It is now available in the Documents section of this site.

The USS project team continues a high volume of behind-the-scene work as we move toward the kick-off of the next USS project.

The team is finalizing the project schedule, validating data on IT staff, and working to place volunteers on the USS work stream teams that will be a key part of this project. See USS Implementation Work Streams for details. When the work stream teams are finalized, those details will be published on this site.

The kick-off for the USS Implementation Project is July 10.

Revised 2/10/20

Notes:

• Service Desk Locations is now part of Delivery & Support Models (as of Nov. 6, 2019)
• Zone IT is now part of Delivery & Support Models (as of Nov. 6, 2019)

The slide deck from CIO Jessie Minton’s presentation at the Town Hall on Transform IT on Tuesday, May 28 are available for download. See USS Recommendations slides May 2019.

The Documents page of the Transform IT website has this slide deck and more, including the USS Recommendations report.

[Edited on 5/10 to add the reference to the summary report]

The User Support Services project report and a summary of the report are now available!

Following the Campus Engagement project, the User Support Services (USS) Analysis project is the second project in Transform IT. This project has two phases: recommendation for how USS should be delivered to campus and the implementation of USS. This report outlines the recommendation for USS.

The User Support Services Analysis recommendations aim to increase efficient use of IT support resources, drastically reduce or eliminate duplication of user support for IT services, and consolidate support tools, processes, and services. Through USS, IT support should be provided to campus in a way that creates a consistent user experience for all students, faculty, and staff.

The recommendations in this report were developed with an eye towards how efficiencies could be gained by adjusting how IT services are provided while remaining agile, innovative, and not reducing existing levels of service.

Jessie Minton, chief information officer, is presenting the recommendations at two town hall meetings on Transform IT:

• Portland: Friday, May 17 @ 12:00pm (noon); location is TBA
• Eugene: Tuesday, May 28 @ 1:00pm in the Knight Library Browsing Room

Minton has also met with the University’s senior leadership team and dean’s council to discuss the USS recommendations. During the remainder of May, Minton will also meet with IT directors and their staff, as well as other campus stakeholders, to discuss the USS recommendations.

A draft version of the User Support Services (USS) recommendation report was shared with the Transform IT Steering Committee, and on Thursday, May 2, they met with Jessie Minton, chief information officer, to discuss the recommendations. After a presentation on the report by the CIO and a question-and-answer session, the steering committee gave its support to move the recommendations in the report forward to implementation.

During the month of May, Minton will present the USS report recommendations at a town hall, the IT Steering Committee meeting, a meeting of the deans, senior leadership team, and other gatherings at the university. In advance of these meetings, project staff are working to finalize the USS recommendation report, which will be announced broadly to the university and published on this site.