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Director of ITS Customer Service Operations
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Position Number: 1238534
Location: University Heights, OH
Position Type: Systems Analyst

Director of ITS Customer Service Operations
John Carroll University

Summary

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.

Duties and responsibilities
(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 ITS department 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.

Required qualifications

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.

Preferred qualifications

Master's degree in a relevant field preferred.
Three or more years' experience leading an academic technology group.

Normal working hours and conditions

University core business hours are generally 8:30 am – 5:00 pm. However, this position will require work to be performed outside of normal business hours based on department operations.

Physical requirements

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.

About John Carroll University

John Carroll University is a private, coeducational, Jesuit Catholic university founded in 1886 and dedicated to developing women and men with the knowledge and character to lead and to serve. The University is located in University Heights, Ohio, an attractive residential suburb 10 miles east of downtown Cleveland (metro. area pop. 1.38 million). Academically, the University consists of the College of Arts and Sciences and the Boler School of Business, which both include graduate programs. Degree programs are offered in nearly 60 major fields in the arts, social sciences, natural sciences, and business at the undergraduate level, and in select areas at the master's level.

The University enrolls approximately 3,000 undergraduate students and 700 graduate students and has a student-to-faculty ratio of 14:1. John Carroll University is one of 28 Jesuit universities in the United States and has been listed in U.S. News & World Report magazine's top 10 rankings of Midwest regional universities for more than 20 consecutive years.

For full application instructions and position description, visit https://jcu.peopleadmin.com/postings/1465