Customer Service and Support Manager – IT Customer Service and Support

Position Type:

Administrative/Managerial/Customer Service and Support Mgr

Date Posted:

9/16/2024

Location:

Instructional Support Center

Date Available:

09/23/2024

Job Code: Customer Service and Support Mgr – 020239 Standard Hours: 40 Department: IT Customer Service & Support – 282219 Empl Class: NA Minimum Salary: $84,796.00/Annually

Maximum Salary: $122,319.00/Annually

Scheduled Days: 245

Target Openings: 1

License and Certification Qualifications: Must hold or be eligible for a valid Georgia Educator’s Certificate in Educational Leadership and/or Support Personnel License issued by the Georgia Professional Standards Commission. Industry standard Helpdesk Manager or Information Technology Infrastructure Library (ITIL) certification preferred.

Education Qualifications: Bachelor’s degree in related field required. In lieu of Bachelor’s degree, high school diploma or equivalent with 10+ years of progressively responsible experience in IT related service required.

Experience Qualifications: Five years of experience in an IT related support field with an emphasis on helpdesk technology required. Previous management experience in technology support preferred.

Skills Qualifications: Demonstrated proficiency in maintaining exceptional levels of customer satisfaction and trust regarding technology support; adeptness in leadership, fostering a collaborative and quality-focused customer service environment; adept at inspiring the team towards continual enhancement and heightened customer contentment; skilled in promoting team cohesion and organizational efficiency; proficient in directing, planning, forecasting, scheduling, evaluating, and goal-setting; capability to manage diverse activities concurrently; effective communication abilities encompassing articulate writing and verbal expression; vigilant in keeping management abreast of actual or potential issues; flexibility in adapting to evolving technology within the expanding school system; and adeptness in representing Gwinnett County Public Schools positively and professionally.

Primary Responsibilities: Oversee and streamline the technology helpdesk operations, ensuring optimal support for external and internal customers across the Gwinnett County Public Schools organization. Continuously enhance internal processes and protocols to deliver efficient and effective assistance.

1. Supervise the organization of help desk operations, including:

a. Managing and enhancing the initial perception of services and establishing a framework for service level management.

b. Collaborate with other teams to identify the monitoring capabilities required for efficient help desk operations.

c. Continue developing and enhancing skills to ensure our customers receive the best support possible from our help desk and portal support teams.

2. Supervise the execution of help desk operations initiatives by:

a. Maintaining the service catalog.

b. Handling service expectations.

c. Designing the structure of the Service Level Agreement (SLA).

d. Setting SLA requirements, drafting, and negotiating SLAs.

e. Define reporting and review protocols.

f. Establish and maintain monitoring capabilities. 

g. Promote awareness of SLAs. 

3. Oversee the continuous flow of help desk operations:

a. Guarantee the adherence to service level standards and set benchmarks for enhancement.

b. Innovate approaches to keep customers and the division updated on application changes or upgrades.

c. Administer routine customer satisfaction surveys, analyze feedback, and implement necessary actions.

d. Host regular service review meetings.

e. Uphold SLAs, monitor service, and provide regular reports.

4. Review and enhance procedures to consistently enhance both the caliber and efficiency of customer service.

a. Integrate best practices into areas requiring improvement and propel towards automating performance.

b. Conduct regular, documented training with the help desk and portal support teams to ensure consistent and high quality service of our customers.

5. Oversee incident management and reporting services.

a. Formulate improvement strategies based on trends and analysis of help desk metrics to surpass service benchmarks.

b. Scrutinize aspects of customer interactions and concentrate on areas in need of enhancement.

c. Incorporate Service Level Objectives (SLOs) and Operational Level Agreements (OLAs) into incident categorization.

d. Supervise the establishment and upkeep of incident management and reporting service frameworks.

6. Engage in problem and change management.

a. Offer methodology and processes for performing root cause analysis.

b. Concentrate on transitioning the divisional technology support model helpdesk from reactive response to proactive detection and potential change requests.

c. Aim to reduce and divert incoming calls and work on call deflection when practical.

d. Recognize training gaps and apply updates to departmental operations.

7. Assist in reviewing and improving departmental business processes.

8. Uphold divisional policies, procedures, and guidelines.

a. Foster a constructive rapport with all departments within the divisions and strategic technology partners.

b. Cultivate a positive connection with the customer base across the enterprise.

9. Perform other duties as assigned. 

Physical Demands:

While performing the duties of this job, the employee is frequently required to sit for extended periods of time. The employee is also required to talk, hear, stand, and walk. The employee will be required to use hands to finger, handle, feel, and/or reach. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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