Director of ITS Customer Service Operations

The Director of ITS Customer Service Operations is responsible for:

• Providing vision, leadership, and hands-on support for university-wide desktop technology, educational technology, and technology support services including help desk services, classroom and instructional space planning, event AV services, departmental communications and digital fluency initiatives.

• Delivering a high level of customer service to the university community through the supervision and administration of the following groups: Client Support, Classroom Support, and the ITS Service / Help Desk. These groups provide helpdesk and technical support for the majority of the university’s computer and audio-visual equipment (including mobile units) in offices, classrooms, and labs.

• Creatively organizing and optimizing the service groups to deliver innovative solutions to current and strategic university technology needs.

• Fostering a passionate culture of high-quality customer service within the Customer Service Group.

• Taking advantage of new technologies to enhance campus technology use.

• Functioning as part of the IT leadership team, providing direction and guidance to ensure the campus receives the maximum strategic benefit from technology.

• (80%) Supervise and administer the activities of the following groups: Client Support, Classroom Support, and Service / Help Desk.

• Provide group leadership by setting clear priorities, goals, objectives. 

• Provide oversight and direction to the IT Service Desk through continuous analysis of IT service offerings including both internal and outsourced services.

• Ensure a high level of collaboration between groups to deliver effective and seamless service to campus colleagues.

• Create agile service delivery systems through innovative solutions and optimal organizational structure.

• Establish procedures for the effective use of support systems including the service ticketing system.

• Establish procures for learning and presentation space service and maintenance to ensure flawless presentation ability.

• Utilize reporting functions in the service ticketing system to monitor staff performance and compliance with service level expectations and drive service delivery metrics.

• Regularly publish service metrics including clear trends over time.

• Provide direction for the categorization and ranking of service tickets in order to identify and remediate systemic issues.

• Coordinate clear and timely communication with university community to ensure appropriate awareness of IT service availability.

• In conjunction with HR, coordinate university-wide technical training to improve overall employee technical skills.  

• Establish and maintain excellent working relationships with campus colleagues. 

• Develop employees’ technical skills through various learning opportunities.

• Maintain currency in new developments and technology, and recommend and implement as appropriate.

• (15% ) As a member of the departmental leadership team

• Develop, implement, and maintain policies and procedures to support the ITSdepartment and specifically the Customer Service Operations group.

• Participate in departmental meetings to set short and long-term technical goals and projects.

• Participate as a member of management team for problem resolution and in reviewing department’s performance.

•  Coordinate ITS student work-study budget.

• (5%) Responsible for desktop and mobile computer equipment lifecycle management

• Ensure appropriate policies, processes and procedures are in place to deliver an effective computing experience. 

• Maintain an accurate inventory system for all campus end-user equipment including computers, peripherals, printers, tablets, etc.

• Approve university computer standards including manufacturers and vendors.

• Performs other job related duties as necessary.

• Bachelor’s degree 

• Three or more years’ experience leading a service desk organization.

• Demonstrated ability to create a culture of continuous improvement and metric guided service delivery.

• Proven adaptability with evidence of visionary service alignment and delivery.

• Ability to lead multiple projects simultaneously while balancing the need for immediate service.

• Good knowledge of PC hardware, Apple products, networks and software.

• Ability to make administrative, procedural decisions and judgments.  

• Skilled in the use of all means of computing devices including Apple and PC platforms and related software applications.  

• Ability to direct multi-level technical and administrative staff.

• Ability to manage and resolve conflict.

• Outstanding interpersonal skills and the ability to communicate with, understand the requirements of, and work effectively within a diverse community.

• Ability to communicate effectively, both orally and in writing.

• Ability to foster strong customer service orientation.

• Master’s degree in a relevant field preferred. 

• Three or more years’ experience leading an academic technology group.

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; to travel to other office locations and to verbally communicate to exchange information.