Customer Service & Support Manager, Information Technology Services

Idaho State University - Pocatello, ID4.2

Full-time | Part-timeEstimated: $77,000 - $100,000 a year
Under the direction of the Associate CIO, this position provides leadership for the Information Technology Services (ITS) Customer Service and Support group. Teams within this group include the call center, walk‐in locations, desktop support, executive support, and ITS computer labs, and supported departmental labs. This position also performs or oversees application support, system administration, support tool management, etc.

Key Responsibilities

Working closing with the Associate CIO and IT leadership: develop strategic goals and ensures the implementation of procedures related to the identification, documentation, assignment, prioritization, monitoring, and resolution of service requests and incidents, with special attention to achieving a high rate of first contact resolution and continuous improvement; develop strategic goals for the service catalog and knowledge base; develop short and long-term planning for IT service management, including operational improvements and best practices.

Acquire and analyze metrics via the ticketing system and other feedback to evaluate the performance of ITS service management initiatives.

Meet with University committees and officials, interfaces with peer institutions, vendors, and serve on ad hoc committees.

Keep abreast of emerging service management principles and technologies applicable to the University and remain highly technically competent.

Provide escalated problem resolution by giving in-person, hands-on support to end-users; escalates customer issues when necessary to service owners and IT leadership; serves as the escalation point for customer complaints, working with customers to ensure that a mutually beneficial agreement can be reached.

Oversee the staff responsible for deploying hardware/software to ITS manages labs.

Maintain and develop customer relationships with students, faculty and staff to understand service needs and opportunities; consults with faculty and staff in determining technology needs.

Communicates notifications of unplanned system outages.

Acts as a liaison between more than ten college/departmental IT staff and ITS.

Directly supervises the IT Service Desk Supervisor and an Application Analyst. The Customer Service and Support Group includes ten full-time staff and over 50 student employees.

Occasional on-call and after business hours/weekend support.

Minimum Qualifications

Bachelor's degree with relevant experience OR commensurate education and related experience.

Experience supervising / managing full-time and part-time (student) staff; demonstrated ability to motivate staff, build relationships, and foster teamwork.

Strong customer service experience and attitude; demonstrated problem solver with the ability to explain and document technical issues and concepts to both technical and non-technical audiences; build and maintain relationships internal to IT and with customers; ability to prioritize and coordinate work activities in a fast-paced environment with frequent interruptions, deadlines and quick turnaround.

In-depth and substantive knowledge and experience as it relates to the installation, configuration and support of (1) Windows and Mac desktop operating systems (2) a wide-range of technological devices, including printers, desktop and laptop computers, smartphones, tablets, etc., and connecting these devices to the wired and/or wireless network (3) common email clients and Internet browsers and (4) application software.

Solid understanding of IT service management and experience with ITSM software to track and document incidents, service requests, etc.

Ability to foster supportive working relationships, teamwork and staff engagement.

Demonstrated ability to participate in meetings and other collective activities.

Excellent written and verbal communication, interpersonal and organizational skills.

Preferred Qualifications

Higher education experience

TeamDynamix experience

Banner experience

Bomgar experience

Application Administration of a service management tool and/or products (e.g., gSuite)

System Administration (server OS) experience

Please submit the following documents with your application:
CV/Resume, Cover Letter and a list of three (3) professional references with contact information.
Priority consideration will be given to applications received by September 7, 2019. However, the position will remain open until filled. Salary will be commensurate with education and experience. Includes a competitive benefits package. Offers of employment may be conditional pending successful completion of a background investigation.

About Idaho State University

Idaho State University (ISU) combines exceptional academics amidst the grand natural beauty of the West. ISU faculty and students are leading the way in cutting-edge research and innovative solutions in the areas of energy, health professions, nuclear research, teaching, humanities, engineering, performing and visual arts, technology, biological sciences, pharmacy, and business. ISU is the state's designated lead institution in health professions and medical education.

Idaho State University, a Carnegie-classified doctoral research and teaching institution founded in 1901, serves a diverse population by attracting students from around the world to its Idaho campuses. At the main campus in Pocatello, and at locations in Meridian, Idaho Falls, and Twin Falls, ISU offers access to high-quality education in more than 280 programs. Over 12,000 students attend ISU, receiving education and training in those programs. To read more, visit: Idaho State University Home