Information Technology Customer Service Manager

Information Technology Customer Service Manager

Job Title:  Customer Service Manager

Wage/Hour Status:   Exempt $70-80,000.00

Reports to:  Vice President of Information Services

Dept./School: Information Services/Corporate

Position Summary:

 The Customer Service Manager seeks to develop a positive customer (end-user) technology experience by developing and maintaining a team that takes ownership of customer challenges, thinks in an innovative manner, and provides timely, effective solutions. The Customer Service Manager oversees the technology training and the service desk teams. The person in this position proactively seeks to maintain a strong understanding of the technology customers’ needs and goals to best assist with providing solutions (existing or new) to fulfill those needs. Additionally, the Customer Service Manager fosters relationships among in-house customers, as well as other team members to promote the continuous improvement of the customer experience. The Customer Service Manager must align the responsibilities and deliverables of this position with the strategic initiatives and mission of the Information Services Department and the organization.

Education/Certification

●      High School Diploma/GED required.

●      Bachelor’s degree required.

Experience

• 5+ Years in customer support roles. Service (help) Desk or Training.

• 4+ Years of experience delivering end-user customer experience and training.

• 2+ Years management experience.

• Previous experience with Google Workspace applications preferred.

• Presentation experience and skills preferred.

●      JIRA Service Desk or related web-based help desk application preferred.

Required Knowledge, Skills, and Abilities

• Effective managerial skills and ability to develop a cooperative team environment                  in which all members contribute to innovative solutions.

• Creative thinking to deliver innovative solutions.

• Excellent verbal and written communication skills.

• Excellent problem-solving skills.

• Strong personal and relationship-building skills.

• Exceptional time management and organizational skills.

• General knowledge of computer systems (hardware/software/networking/Internet).

• Ability to learn, understand, and support multiple software systems on multiple device types and operating systems.

• Ability to maintain effective working relationships with a consistently positive attitude.

• Ability to train end-users.

• Ability to lead and motivate team members.

• Maintain a professional appearance and neat work area.

• Ability to travel (as required).

Responsibilities and Duties:

• Manages customer service projects, coordinating the necessary steps to take a project from inception to completion.

• Coordinate the efforts of the customer service and training teams to accomplish department goals.

• Maintains quality service by establishing, communicating, and enforcing organization standards.

• Customer service oriented and maintain a professional approach regarding all district matters.

• Establish and maintain a high level of customer trust and confidence in the team’s knowledge of and concern for educational and business needs.

• Establish processes to respond to and resolve all customer inquiries and/or concerns in a positive manner, assisting in de-escalating customer issues, and delivering above and beyond customer resolution.

• Develop training options and improvement plans to ensure exemplary operations in support services.

• Develop and implement a Mastery Learning training program.

• Coordinate efforts in encouraging the development of consistent standards to facilitate better sharing of data at all levels of the leadership structure.

• Be adaptable and flexible in acceptance of changes in techniques and procedures.

• Attain and keep current, relevant with technology through education and certifications.

• Maintains professional and technical knowledge by attending educational workshops and conferences.

• Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.

• Evaluate job performance of employees to ensure effectiveness and productivity

Equipment Used:

 Computing Devices, Presentation and Telecommunication Equipment.

Mental Demands:

This individual must demonstrate initiative; be a self-motivated starter; perform tasks with little, or no supervision; work well as a leader and member of a team, as well as individually; demonstrate a proactive, positive attitude when establishing and maintaining relationships among District and/or Campus personnel; perform well under stress and maintain emotional control.

Physical / Environmental Factors:

The physical demands are representative of those that must be met by an employee to Solutions fully perform the essential functions of this position. This position may require prolonged sitting, standing, walking, and the ability to lift, carry, push, or pull small items up to 50 lbs. unassisted. Other physical demands may include hand and eye coordination, manual dexterity, visual acuity, speech and hearing, repetitive motion, climbing, bending, stooping, crouching, kneeling, reaching, twisting, balancing, occasional prolonged or irregular hours, and driving to perform essential functions. A valid driver’s license and a good driving record will be required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

THE REFERENCED STATEMENTS DESCRIBE THE GENERAL CHARACTERISTICS, QUALIFICATIONS AND PERFORMANCE RESPONSIBILITIES OF THIS POSITION, HOWEVER, ADDITIONAL REQUIREMENTS MAY BE STIPULATED DURING THE TERM OF ASSIGNMENT. RESPONSIVE EDUCATION SOLUTIONS CONSIDERS APPLICANTS FOR ALL POSITIONS WITHOUT REGARD TO RACE, COLOR, RELIGION, NATIONAL ORIGIN, AGE, SEX, GENETIC INFORMATION, MARITAL STATUS, VETERAN OR MILITARY STATUS, DISABILITY OR ANY OTHER LEGALLY PROTECTED STATUS. RESPONSIVE EDUCATION SOLUTIONS IS AN EQUAL OPPORTUNITY EMPLOYER.

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