With the help of your feedback, a new position has been created – User Support Manager. The User Support Manager will provide leadership, management, and oversight of the User Support Service operations, encompassing all aspects of technical support including field technical support, desktop hardware and software and printing equipment installations, support for mobile devices, management and rollout of enterprise software, and overall workstation environment direction and management. The manger will play an integral role in structuring the unit to achieve the most efficient and effective customer service model. The position will report directly to Elena.
Minimum Requirements/Qualifications:
- Applicants must possess a bachelor’s degree, preferably in a technology- related field
- A minimum of three years managerial and proven customer service experience, with an in-depth knowledge of customer service principles and practices, preferably in managing IT Support in a higher education environment
- Strong, demonstrated, written and verbal communication skills
- Demonstrated ability to guide customers through established troubleshooting procedures to identify and resolve technical problems
- Knowledge and understanding of the technical operation and uses of current Windows and Macintosh OS, networking, and office software
- Experience in understanding and documenting issues and resolutions for knowledge base articles
- Experience in discerning trends and identifying appropriate solutions
- Experience and understanding of Project Management Institute (PMI) best practices for project management and leadership
- Experience and understanding of ITIL best practices for providing IT Support
- Ability to effectively prioritize project tasks and customer requests
- Demonstrated ability to plan, organize, and follow up on projects and initiatives
- Ability to build positive business relationships with colleges and campus offices and develop effective teams
We encourage those who are interested or know someone that may be interested to go to http://www.uww.edu/employment/jobs/4236.html for a full description of the position and information on how to apply