Position Summary
The University of New Mexico Information Technologies (UNM IT) seeks a dynamic leader with a passion for education to serve as the Director of IT Customer Support Services. This is an exciting opportunity to provide leadership, direction, and administration for a team that serves as the welcoming front door to Enterprise IT services within the university through integrated IT support for UNM’s students, faculty, staff, and other university constituencies. UNM IT Customer Support Services provides expert service delivery and leadership in the areas of service development and management, service level agreements, customer care, incident management and triage, communication, training, and University-wide support for cell phones and pagers.
Reporting directly to the Chief Information Officer and serving on the senior IT leadership team, the Director will shape and drive both the strategic and day-to-day operational goals for this service and support unit, while collaborating with the IT Leadership team on the direction of IT as a whole at the University. Ideal candidates will bring strong experience in Information Technology Service Management (ITSM) and a solid understanding of the Information Technology Infrastructure Library (ITIL) framework, as well as a proven track record in leading complex, technical, and service-focused teams. This role involves significant responsibility in working with IT teams in designing technical services and the support models for these services. This is a leadership role involving significant responsibility for identifying support needs, coordinating service and support direction, developing effective customer support practices, and implementing support systems and procedures that enhance user experience and service quality.
To be considered for this position, applicants must submit a complete application package as detailed in the application instructions section. Please ensure all documents are uploaded before submitting your application.
Duties :
- Service Desk Operations
- Direct and coordinate all operations, projects, and programs within the Service Desk team, ensuring adherence to quality principles, adopting service desk best practices, and establishing service management standards.
- Ensure that all Service Desk interactions and incidents are handled efficiently, providing exceptional support to users in a timely and professional manner.
- Implement and monitor key performance indicators (KPIs) to measure the effectiveness and responsiveness of the Service Desk team.
First Contact Resolution :
Lead initiatives to improve first contact resolution (FCR) rates within the IT Service Desk, aiming to resolve a higher percentage of issues during the initial interaction.Analyze call data, ticket trends, and user feedback to identify root causes of repeat contacts and areas needing additional training or resources.Optimize knowledge base resources, documentation, and training to empower IT support staff to resolve issues more effectively.Work with IT support staff to understand common challenges and gaps, developing targeted improvement plans to address identified weaknesses.Use analytics and reporting tools to track FCR performance, providing regular reports to leadership on trends, successes, and areas for improvement.Drive a customer-centric culture within IT support teams, encouraging active listening, empathy, and efficiency in handling user inquiries.Maintain strong communication channels with other departments to streamline cross-functional support and reduce the time to resolution for complex issues.Service Management Operations :
Develop, implement, and maintain ITIL-based service management processes, including Incident Management, RequestManagement, Knowledge Management, and Service Catalog Management.Ensure service level agreements (SLAs) are met and develop action plans to improve service quality continuously.Lead initiatives in partnership with senior leadership to streamline workflows, improve service delivery, and ensure that IT services align with institutional needs.Strategic Planning and IT enterprise process creation :
Direct the development, implementation, and maintenance of policies, objectives, and short- and long-term planning for the Service Desk and service management units.Collaborate with senior administration, faculty, and staff to understand and meet the IT needs of the institution in sustainable and innovative ways.Recommend new processes, structures, or technologies to enhance the overall performance of the Service Desk and service management functions.Continuous Process Improvement :
Lead the design, development, and implementation of process improvement strategies to streamline IT operations and enhance service delivery in partnership with Service Owners and Service Managers.Identify, analyze, and prioritize areas for improvement within IT workflows, using Lean, Six Sigma, and other methodologies.Budget and Resource Management
Develop and manage the annual operating budget for the Service Desk and service management units, ensuring fiscal responsibility and resource efficiencyPlan and manage resources to meet current and future institutional needs, including staffing, technology, and support services.Provide input on technology acquisitions and hardware / software proposals to ensure alignment with the institution's goals and service requirements.Staff Development and Training :
Implement appropriate training programs to ensure staff are well-versed in the latest technology, service management practices, and customer service techniques.Foster a culture of continuous learning and professional development, enabling team members to provide high-quality, knowledgeable support to users.Conditions of Employment
Employees in this job title are subject to the terms and conditions of an employment contract. Employment contracts are typically subject to review and renewal on an annual basis.Successful candidate may be subject to a criminal background check prior to starting work.Employees who provide services or work in patient care or clinical areas are required to be in compliance with the University's influenza vaccination requirement.Minimum Qualifications
Bachelor's degree; at least 7 years of experience directly related to the duties and responsibilities specified.
Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.
Preferred Qualifications
Master's degreeExperience directing and managing a multifaceted customer support unit.University or higher education experience.Excellent communication and interpersonal skills.Customer service and process-oriented service development experience.ITIL certification (s).Experience with developing and executing SLA’s / OLA’s.Customer service and / or help desk certification.Experience with developing and executing quality of service metrics.Experience aligning ITSM systems to facilitate ease of use and efficient operations.Familiar with Baldridge Quality Excellence frameworkGeneral knowledge of Lean concepts for process improvementsDemonstrated significant and progressive accomplishments throughout your careerAdditional RequirementsApplications need to include a complete professional work history with dates and hours worked. CampusMain - Albuquerque, NM DepartmentIT Customer Service (319A) Employment TypeStaff Staff TypeContract Term End Date StatusExempt PayMonthly : $9,711.87 - $13,899.60 Benefits EligibleThis is a benefits eligible position. The University of New Mexico provides a comprehensive package of benefits including medical, dental, vision, and life insurance. In addition, UNM offers educational benefits through the tuition remission and dependent education programs. See the home page for a more information.
