Customer Support Manager

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Posted 11 days ago United States Salary undisclosed
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Job Description

The Customer Support Manager is responsible for managing University service desk operations and support staff. The University service desk is responsible for customer support processes, workflows, and documentation protocols and communications as they pertain to account access, desktopmobile hardware and software, network access, printing and telecom technologies. This position supervises support specialist staff and provides coaching, mentoring, and performance management to help team members to broaden their knowledge and professional skills in order to provide a high-quality end-user experience. This is a full-time, 12-month, exempt position with benefits. Benefits include medical dental insurance, life insurance, long-term disability insurance, sick vacation time, tuition remission benefits starting after 90 days (employee) or 2 years (spouse and children) of employment, retirement contributions after 2 years of employment, and eligibility for the Universityrsquos home purchase assistance program consistent with program requirements. (Please note that eligibility for all University benefits is subject to applicable policies, practices, and requirements.) The full job description is available at httpsbit.ly3xBI04a httpsbit.ly3xBI04a Responsibilities Manage customer support staff, including but not limited to Help Desk Specialists, Computer Support Specialists, Desktop Engineers, School Technical Consultants, and student employees. Supervisory responsibilities include hiring processes, setting of expectations, scheduling work assignments, training and professional development, performance management and evaluations, and disciplinary processes including termination of employment. Responsible for daily operations, strategic planning and communication plans as it relates to technical support and help desk services. Develop, maintain and communicate Information Services catalog. Plan and maintain stock hardware to ensure timely deployment and ensure completion and accuracy of hardware inventory of campus resources. Prepare operational reports, develop policies and procedures to enhance service levels, document and implement hardware and software standards. Deploy methodologies for measuring customer satisfaction and to facilitate feedback to team members on issues such as customer service, communication and technical skills. Evaluate technical support systems hardware and software and make recommendations regarding upgrades or changes. Communicate to appropriate community groups these standards andor change of standards. Monitor and administer the campus IT Service Management software to ensure help desk workflow is sustainable, problems are resolved on a timely basis, and communication with the end user is complete and professional. Collaborate with members of the Information Services team(s) to identify, escalate and resolve complex technical issues both proactively and reactive. Leverage internal and external knowledge and training tools to ensure appropriate level of technical knowledge across all campus technologies provided by Information Services develop training plans for customer support team. Develop positive working relationships with customers and model positive customer service behaviors for Customer Support Services staff. Communicate major outages to the campus community in partnership with the IS leadership team via approved methods and protocols. Assess long-term needs for improving and maintaining customer support services. Manage front end administration of the student printing systems. Other duties as relevant to the duties of the position or as assigned by supervisor or designee. Please note that the above list of duties is not comprehensive but generally demonstrates the types of matters under this positionrsquos purview and responsibility. Requirements Education and Experience Required Associatersquos degree in computer science or related discipline. Required At least 5 years technical customer support and operations experience. Preferred Bachelorrsquos degree in information systems or related discipline. Preferred At least 3 years in a supervisory or managerial role. Preferred Experience working in a higher education environment desired Preferred Knowledge of Papercut printing system. Or a combination of equivalent education andor experience. Certifications and Licenses Preferred None. Knowledge, Skills and Abilities Strong leadership skills and ability to work collaboratively. Demonstrated knowledge of help desk software, databases, and remote desktop. Advanced ability to use and learn computers, technology, software, and applications at level of sophistication required for the duties of the position, including, without limitation, Window and MAC desktop computing environments, Microsoft 365 (a cloud hosted collaborative suite of tools that includes MS Office, Teams and OneDrive), the internet, and computerized maintenance management systems. Ability to grasp complex technical information and communicate that understanding to a diverse audience with varying levels of technical experience. Excellent customer service orientation. Ability to work effectively in a fast-paced environment and multi-task. Thoroughness, accuracy, and timeliness in completing essential duties. Strong analytical and problem-solving skills. Strong organizational skills and attention to detail. Ability to exercise excellent judgment and strong decision-making skills. Strong ability to work collaboratively, accomplish organizational goals, communicate clearly, and act proactively. Strong orientation towards continued learning and applying learning in the work setting. Ability to maintain confidentiality and effectively handle highly sensitive and personal information with sound judgment, tact, and discretion. Excellent, professional, proactive, collaborative written and verbal communication skills able to communicate in a clear, constructive, and professional manner. Ability to establish effective working relationships, professional rapport, and effectively accomplish work within a University setting that includes a wide array of individuals, groups, policies, and processes. Competence with and commitment to diversity and inclusion ability to be an effective partner with diverse students, faculty, and staff.