Director, Technology Support Center

Rowan University seeks a customer-service-oriented Manager for its Call Center and their operations.

This position is central to the entire division of Information Resources and Technology, as our call center should be first tier support for all our customers at all of our thirteen colleges on three campuses. Rowan has made investments in ServiceNow and project management, and now seeks an individual to build processes to make our Call Center the central hub of our customer service systems.

Person in this position will manage staff directly and be a vital part of the CIO's executive team. The person will lead IRT's development in customer service process analysis and improvement, and work with every team to develop a customer-oriented culture throughout IRT. Rowan is an innovative institution supportive of its employees own growth as a professional.

Required qualifications:

Bachelor’s degree.

Five years in a help desk position including increasing responsibility in that time.

Familiarity with ServiceNow or similar incident management system.

Excellent troubleshooting skills

Broad technical knowledge including both Windows and Mac computers, phones, tablets, and a variety of software

Experience managing others including setting goals and seeing that they are met.

Demonstrated ability to set team goals and lead the team to achieve them.

Demonstrated ability to help others learn how to troubleshoot, eliminating possibilities quickly and escalating appropriately

Excellent communication skills

Commitment to customer service

Preferred:

Experience "leading laterally", moving a team of peers in new directions

Experience with academic ERP systems such as Banner and/or medical clinical or billing systems

Experience providing first-line support in an academic environment

Experience working with leadership teams”