Manager, Technical Support & Client Services

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

• Cooperates and collaborates with other employees in the spirit of teamwork and collegiality and interacts with confidence, patience and integrity to provide professional leadership during emergencies.
• Complies with all Trinity University policies and guidelines.
• Performs other duties as required.
  
  

EDUCATION

Required:

• Bachelor's degree from an accredited institution.
  
  

Experience

Required:

• Five years of experience developing and implementing state of the art processes in the areas of client services and service desk functionality.
• Three years of experiencing managing, developing and evaluating staff employees.
• Three years of experience with Remote-In services and capabilities.
  
  

Knowledge, Skills, And Abilities

Required:

• Demonstrated ability to work collaboratively
• Ability to communicate effectively with a diverse user base of faculty, staff and students
• Ability to maintain an effective working relationship with ITS staff and campus constituents
• Strong verbal and written communication skills
  
  

Preferred:

• Skills in department & technical management
• Skills in quality management
• Ability to manage projects and resource planning
• Ability to manage data and reporting
• Demonstrated ability to craft procedures and drive adoption
• Knowledge of Help Desk industry tools
• Knowledge of Remote-In tools and capabilities