The Assistant Director of Campus Technology Support is responsible for scheduling, supervising, and overseeing the day to day operations of the Technology Service Desk for Elon University and focus on leading customer service initiatives. The Assistant Director manages and prioritizes incidents, problems, resolutions, and support processes with the goal of providing excellent customer service. This position leads a fast-paced service-oriented environment that focuses on continual improvement for the institution. The Assistant Directory also engages with IT professionals throughout the organization to manage service expectations and build healthy partnerships.
This is an opportunity for a highly motivated individual to guide the customer service experience at Elon University and participate in transforming the support culture. This role will act as a coordinating liaison for customer service initiatives and support throughout Information Technology.
This role works in partnership with the Service Design Manager to review and identify process improvements, acquiring the information relevant to improving first resolution contact at the Technology Service Desk. Be knowledgeable of and attentive to the daily responsibilities of staff in order to assist when necessary and identify opportunities for improvement.
Bachelors degree required Masters degree preferred 5+ years of supervisory experience required
Experience with first contact/Service Desk support required.
Experience managing direct reports within a high-performance team and a matrix environment desirable. Experience in changing organizational cultures while motivating staff and optimizing processes desirable.
A combination of education and work experience will be considered.
Internal Number: 20121431
About Elon University
Elon University has built a national reputation as the premier student-centered liberal arts university that values strong relationships between students and their faculty and staff mentors. Elon's 6,700 students prepare to become the ethical leaders the world needs, putting their knowledge into action on campus, in the community and around the globe. Elon is known for academic excellence across the curriculum, and for experiential learning programs in study abroad, undergraduate research, leadership, interfaith dialogue, civic engagement and community service. Elon is ranked the nation's #1 master's-level university for study abroad and is a top-producer of Fulbright Student Scholars and Peace Corps volunteers. U.S. News & World Report recognizes Elon more than any other university in the nation for academic programs that "Focus on Student Success." More than 425 full-time faculty members teach in six academic units: Elon College, the College of Arts and Sciences; the Martha and Spencer Love School of Business; the School of Communications; the School of Education; the School of Health Sciences; and the School of Law. Elon's four-year graduation rate of 78 percent ranks in the top... 10 percent of U.S. private universities. The student-faculty ratio is 12-1, and the average class size is 20. The university's 636-acre residential campus in the Town of Elon, N.C., is consistently recognized as one of the nation's finest environments for learning. The Elon Phoenix NCAA Division I athletic program is a member of the Colonial Athletic Association.