What are the responsibilities and job description for the Manager, Technical Support & Client Services position at Trinity College Dublin?
Job Family Group : Staff
Department / Office :
Strategy & Partnerships (Arturo De Los Santos)
Time Type : Full time
Compensation : 66,708.45-$83,385.56
Please note, starting salaries are based on factors including internal equity, relevant experience, and education.
Exemption Status :
United States of America (Exempt)
Job Description :
Responsible for leading our IT help desk and technical support team to provide extraordinary customer service and resolve all technical issues. This position requires a solid technical background combined with customer service experience along with a knowledge of ITIL best practices (to include Problem and Incident Management) in the areas of client services and service desk functionality, response and customer support. Essential skills for this position include, a problem-solving attitude with the ability to motivate a team to achieve specific goals and be able to ensure a high quality of technical support and client satisfaction.
JOB DUTIES :
- Develops and implements current best practices in the areas of client services and service desk functionality, response and customer support. Fosters a team culture driven by continual service improvement techniques and leads all ITS Technical Support Staff which include the ITS Service Desk and Client Services.
- Evaluates service performance (and subsequently ensure implementation of that performance) against established expectations and Service Level Agreements. This is accomplished by meeting regularly (and collaborating) with university division and departmental heads, team members, students, faculty & staff to solicit cooperation, plan initiatives, meet customer requirements, communicate
- New technology and resolve technical issues.
- Establishes and maintains processes and operational efforts to ensure service requests are handled timely and completely.
- Establishes high customer service standards and holds Technical Support and Help Desk Analysts accountable to those standards. This involves assisting in the resolution (by identifying and eliminating root causes of dissatisfaction) when the standards are not met.
- Develops daily, weekly, and monthly reports (from our systems) and provides results on the
- productivity of Technical Support and Help Desk Analysts to the management team.
- Plans for growth, expansion and peak busy times by developing processes, automation and staffing plans. Leads, develops, and executes talent management plan.
ADDITIONAL DUTIES
EDUCATION
Required :
EXPERIENCE
Required :
KNOWLEDGE, SKILLS, AND ABILITIES
Required :
Preferred :
Salary : $66,708 - $83,386
