The Client Support Services Manager is responsible for the management and oversight of the team that supports help desk operations, end-user technology devices, and the technology Customer Support Center.
Develops and leads a team of Customer Support Center professionals to address all technical requirements of workers, professionals, and staff members using end-user technology devices and peripherals in the organization.
Manages technical projects of varying scales that require latitude in decisions and actions.
Demonstrates initiative in solving unexpected problems associated with projects and technology-related equipment.
Keeps leadership apprised of the impact on programs.
Assist in the professional and technical development of team leaders enabling them to set technical goals, monitor, mentor, coach, and assist team members to deliver quality support.
Manage Customer Support Center resources and supports selected student computing labs for optimal performance.
Represents WSSU on UNC combined Pricing Initiative (CPI) Standards Board. Responsible for oversight of the newly established Technology Accountability Initiative.
Responsible for managing third-party vendor performance according to service level agreements.
Reviews are accomplishments toward organizational objectives in order to maximize operational effectiveness.
Schedule M-F
M-F 8 am-5 pm. As needed, some after-hours work and weekend work may be required.
Department Required Skills
Graduation from a 4-year institution with a degree in Computer Science, Information Technology, Information Systems/Management, MIS, Technology Management, or a related field with minimum 5 years of experience in the installation, management, and monitoring of user-end devices or combination of education and experience is required. A combination of experience and education will be considered.
Demonstrated Experience in managing and supporting a Level One Help Desk Unit or equivalent is required.
Minimum three (3) years experience in a technical lead, technical supervisor, or operational management capacity leading, supervising, or managing technical resources and personnel is highly preferred.
Knowledge and experience with supporting and managing Enterprise Service Management Platforms, Help Desk Management solutions, and associated platforms are highly preferred.
Technical knowledge: A+ or Net+ Certifications are highly preferred. Experience in managing a Technology Support Unit in a Higher Education setting is desirable.
Effective Communication: the ability to convey ideas on non-routine subjects clearly, using methods of communication most appropriate to situations, the ability to adapt delivery based on appropriateness of situations, and the ability to translate technical issues into understandable terms for non-technical users is critical.
Effective Teamwork: Takes on extra responsibilities to ensure customer satisfaction and the ability to effectively promote positive customer service attitude among peers is required.
Preferred Years Experience, Skills, Training, Education
Graduation from a 4-year institution with a degree in Computer Science, Information Technology, Information Systems/Management, MIS, Technology Management, or related field with minimum 7 years experience in the installation, management, and monitoring of user-end devices or combination of education and experience is required. A combination of experience and education will be considered.
5 years of higher education experience as a technical lead, technical supervisor, or operational management capacity leading, supervising, or managing technical resources and personnel is highly preferred.
