Customer Relationship Manager

Information Technology Service. The Customer Relationship Manager supervises IT Service Specialists who provide desktop support for hardware, software, peripherals, and various services across the Windows and Macintosh operating systems including, but not limited to: installation, configuration, troubleshooting, consultation, training, and first line of support for audio/visual equipment.

Essential Functions

• Monitors, tracks and resolves tickets assigned to support area queue.

• Manages a team of full-time IT Service Specialists including setting work schedules, assigning tasks and setting expectations.

• Manages team of student employees that are utilized to supplement delivery of services.

• Manages special projects or technical requests submitted by customers.

• Develops and delivers Service Level Agreements to assigned customers along with monitoring to ensure that response times are met.

• Works with colleagues to develop a training plan for technical staff to include full-time and student employees.

Georgia Southern University is a Tobacco Free Campus.

Bachelor’s Degree

Three or more years of related work experience

Effective communication (verbal and written), organization and human relations skills; ability to work well in a diverse environment; proficiency with computer and Microsoft Office Applications software including word processing, spreadsheets, and databases; legally authorized to work in the United States; successful completion of background investigation prior to employment.