Manager of User Experience

Milton Academy is an independent coeducational national and international boarding and day school, serving 1,000 students in grades K-12, on a 125-acre campus eight miles south of Boston.

The Academy Technology Services (ATS) office seeks a Manager of User Experience. This position is responsible for matching technology hardware, software and services with the current and anticipated needs of Milton Academy faculty, staff and students. This position must ensure that faculty, staff and student technology needs are continually understood, developed and supported at all levels, and must cultivate and maintain an environment characterized by exemplary customer service. The Manager of User Experience will report to the Chief Information Officer and manage a small team of employees.

Essential Functions and Responsibilities:

  1. Help Desk and End-User Experience
    • Manage operational and strategic activities of a small technical support team. Establish group initiatives and priorities; plan and manage projects and related resources; establish and maintain service levels and performance standards. Help end users at all levels feel valued and understood.
    • Establish and maintain standards for desktop, laptop and tablet hardware, operating systems, applications, tools, and technologies; develop method for ensuring users across campus are equipped with comparably performing hardware/software.
    • Evaluate policies and practices for supporting student-owned computers and devices, and implement changes/improvements where needed.
    • Manage third-party vendor and service provider relationships as needed.
    • In partnership with technology purchasing manager, plan, budget, and manage expenditures.
    • Maintain a highly skilled, professional, and motivated staff dedicated to providing top-quality service. Establish individual and group goals; facilitate professional development; and provide routine feedback regarding performance.
  2. Relationship Management
    • Develop meaningful and lasting relationships with academic department chairs, faculty across all three divisions (upper, middle, lower), and staff in operational areas. Help them to think of the IT department as a true partner.
    • Serve as an active and visible liaison to faculty, staff, and students for all technology support-related services and concerns.
    • Ensure that classroom support is cohesive and agile.
    • Evaluate, recommend, and establish processes, practices, and tools to improve customer service.
    • Work within ATS department to ensure there are active and ongoing lines of communication between and among the distinct functional areas.
  3. Technical
    • Create, test, refine and implement campus-wide (where appropriate) and division- or department-specific operating system/application images for Windows and Macintosh platforms.
    • Oversee campus print-management system.
    • Provide technical consulting services to Milton Academy administrative departments and faculty.
    • Provide third-tier support for problems, issues, and technical challenges escalated by staff.
    • Where conflicting or competing needs exist, negotiate and establish priorities for user support requests.
    • Manage the development and delivery of end-user training and documentation.
  4. Instructional Technology and Audio/Visual
    • Collaborate with faculty instructional technologists in shaping the role of technology in the curriculum, understanding that Milton is historically not a “one size fits all” school.
    • In partnership with the CIO, work with academic leadership to define baseline technology competencies required of Milton Academy faculty; develop strategies to implement training component.
    • Support the two-person audio/visual team and, in partnership with the A/V Director, develop a framework to manage associated workload and workflow.
    • Cross-train appropriate personnel with requisite skills that will empower them to assist faculty in both planned and ad-hoc activities.
    • Remain informed of current educational trends and developments related to technology.

Qualified candidates will hold a Bachelor’s degree and have at least five years of progressively responsible experience providing technical leadership in an academic (or comparable) environment and proven success managing complex projects and initiatives in a challenging environment.

Milton Academy welcomes candidates who would add to the racial, cultural and gender balance of the School community. Milton Academy is an Equal Opportunity Employer.

Apply for the position.

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