Job type full-time
Full job description
Build relationships with colleagues in its “information technology, services” and across campus, key stakeholders and end users to ensure that goals for service quality and end user productivity and satisfaction are understood and exceededIdentify opportunities to improve service delivery and operations, based on analysis of performance metrics and other information sourcesLead planning and execute initiativesProvide recommendations and collaborate in strategic planning and setting of overall service and technical direction for the departmentCollaborate to set vision and strategy for the team; enroll others in the vision and use leadership skills to help team members and colleagues navigate through changeRecruit, train, coach and mentor service center technicians including career development.
Day in the life: manage the day-to-day operations of the team resulting in workload equity, compliance with standards and services and deliverables that provide consistency and dependability in meeting customer and organizational expectationsDevelop staffing plans and schedules, proposals, and budgets resulting in effective planning and appropriate use of funds and resourcesOversee service center requests, incidents and problems, monitoring and managing support queues to ensure timely issue resolution and high-quality customer serviceOversee documentation of the team’s processes, knowledge base and self-service capabilities for the faculty, staff and students we supportApply workforce management tools and methods to scale staffing levels and meet goals for coverage of work shifts, customer and staff satisfaction, efficiency and costsEnsure effective communications about normal operations and exceptions that impact services and projects and escalate appropriately
Location: onsite monday - thursday, yuma az travel: up to 25%
Operations: act as an escalation point for support issuesDetermine root cause of recurring issues and communicate impacts appropriatelyManage and coordinate urgent and complex support issuesProvide regular and ad-hoc reporting on key performance indicators, trends and performance against service level expectationsDevelop and improve processes.:
Quality service - focus efforts on fulfilling customer expectations by seeking insight into customer needs and developing solutions that provide value for the customerDevelops and maintains a strategic relationship and partnership with customers based on in-depth knowledge and understanding of the customers objectives and businessEvaluate policies to ensure effective customer serviceFosters collaboration and breaks barriers, which impede good service delivery.
Creative problem solving: implement complex changes and problem solutionsWhen faced with obstacles or uncertainty, is able to reassess situation, make adjustment and move forward in a positive wayEnsure the development and implementation of change management strategies when implementing innovation and/or problem resolutionConsiders the political environment when solving problems and implementing change.
Leadership and achievement orientation: checks for understanding and provides resources and guidance consistent with the task in relation to the individual s abilityAccomplish objectives despite challenges and/or setbacksArticulate clear compelling vision of changes that are requiredRemain calm, provides a stabilizing influence during change and transitionIdentify strengths, weaknesses, threats and opportunities for the organization/unit.
Will be leading a team of 6-7 service desk team membersCandidate needs to have experience in standing up a service desk framework, leading the team, setting priorities, developing documentation, etc.
Experience and education
Bachelor s degree or equivalent combination of education, certification and experience.
Preferred in computer science, business computing or a related field.
Minimum of five (5) years of management experience that includes recruiting, mentoring, career development and performance management, leadership and or team building.
Minimum of eight (8) years in it, customer service or other relevant operations settings.
Demonstrated experience in roles requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting and working independently.
Relevant training and certification such as hdi support center manager, itil certification or other service center or service management trainingExperience with infrastructure and platform technologies such as google, exchange, office 365, networking, windows server, etc.
Demonstrates advanced communication skills, reflecting sensitivity to tone, audience and organizational and unit politicsDelivers presentations tailored to the level and type of audience.
Demonstrated experience with it support tools and practicesDemonstrated experience fostering relationships with end users and being a champion of service excellenceProficient experience managing cultural and/or organizational changeDemonstrated experience with it service desk processes including management of incidents and knowledgeWorking knowledge of service center technologies such as telephone systems and ticketing systems, like manage engine or others.
What you can expect from us at campusworks, we don`t just help our clients succeed; we help our employees succeedCompetitive pay, robust benefits for full-time employees, and professional development opportunities are a few of the many reasons that campusworks is a great place to build your careerOur employees enjoy:
Meaningful workOur employees often tell us that their work gives them a sense of purpose because it makes a difference in the lives of students and educatorsA ceo who caresChairman and ceo liz murphy has made it her mission to create a culture that appreciates and takes good care of its peopleAs a result, being an employee of campusworks feels like being a member of a big familyA virtual workplaceIn an effort to reduce our environmental footprint, campusworks became a virtual company in 2012As such, our team members are located across the u.sAnd canada, where they work from their home offices and at client sitesFlexibilityWe value work-life balance because we know that happy employees create happy customersT hat`s why campusworks offers both full-time and part-time 1099 consulting career opportunities to fit life`s unique demandsA company that gives backEvery year campusworks proudly supports numerous charitable fundraising initiatives that align with our vision to make higher education accessible to everyone.
There are many things our employees love about working for campusworks, but don`t take our word for itHear what they have to sayRead employee testimonials»
About campusworks founded in 1999, campusworks is dedicated to helping higher education overcome business and technological challenges that stand in the way of student success and completionWe work with community colleges, technical colleges, four-year public and private institutions, multi-college districts, and statewide higher education systems to tackle problems big and smallOur services are rooted in systems thinking and reach across the institution—from student services to human resources to finance to academics—to achieve transformative results.
Aap/eeo statement: campusworks, incProvides equal employment opportunities (eeo) and affirmative actions (aa) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.
Campusworks does not accept unsolicited resumes from staffing and executive search firms.