Campus IT Service Manager: Customer Experience Leader

Solutions Management Group (SMG); Estherville (IA); In loco; USD 70.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health, dental, and vision insurance

Company-paid disability insurance

Company-paid life insurance

401(k) retirement plan with company‑匹

Paid time off

Descrizione del lavoro

Solutions Management Group in Davenport, IA is seeking a Customer Service Manager to lead a team of Service Desk Analysts and AV/Computer Support Technicians on a Community College campus. You will orchestrate end-user support, ensure policy adherence, and drive First Contact Resolution while coordinating incidents and requests.

The role focuses on coaching staff, evaluating performance with quarterly metrics, and partnering with campus leaders to deliver reliable technology services.

Competenze

• Employee must be able to execute strong customer service skills.
• Management experience is required.
• Microsoft office experience is required.
• Possess a valid driver's license.

Mansioni

• Provides excellent customer service to all Community College staff, faculty, and students.
• Participates in hiring/training/developing Service Desk Analysts, Customer Support Technicians, AV/Computer Support Technicians and campus-specific roles.
• Provides coaching and direction of staff by assigning resources and reviewing processes and deliverables.
• Facilitates ongoing communication between the Service Desk, functional units, and System Administration to ensure rapid incident resolution.
• Engages with the campus CIO and coordinates checkpoint meetings.
• Motivates team to use Industry best practices and deliver outstanding customer service and satisfaction across locations.
• Leads projects using incident/project tracking software and Agile workflows.
• Manages technician development, training, and ongoing performance of the team.
• Produces quarterly metrics and templates to evaluate response times and resolutions.
• Compiles SLA reports and communicates findings to the team.
• Manages inventory of equipment and devices and coordinates lifecycle replacement.
• Collaborates with department leaders to implement service delivery requirements.
• Establishes daily workflow targets for the Service Desk Analysts.

Conoscenze

Customer service

Team management

IT support

Microsoft Office

Driver's license

Formazione

Associate degree or bachelor's degree in business management, Computer Science or related field

Descrizione del lavoro

Solutions Management Group in Davenport, IA is seeking a Customer Service Manager to lead a team of Service Desk Analysts and AV/Computer Support Technicians on a Community College campus. You will orchestrate end-user support, ensure policy adherence, and drive First Contact Resolution while coordinating incidents and requests.

The role focuses on coaching staff, evaluating performance with quarterly metrics, and partnering with campus leaders to deliver reliable technology services.