The Center for Information Technology (CIT) at Oberlin College seeks innovative, customer-focused applicants for the position of Manager of Customer Service and Success. This is a full-time, 12-month recurring Administrative and Professional (A&PS) staff position reporting to the Director of Technology Operations.
The Manager of Customer Service and Success is a service-oriented player/coach overseeing the operation, development, and effectiveness of the College’s laptop/desktop support, computer lab management, and service desk functions. He or she seeks to ensure a routinely excellent, measurable, and consistent customer experience in support of Oberlin’s academic and administrative priorities.
In her/his capacity as the Manager of Customer Service and Success, this individual leads a team of 6, including 3 support specialists, a Help Desk coordinator, and 2 equipment technicians. This team is collectively responsible for day to day technical support, the resolution of customer issues and the fulfillment of service requests. the Manager of Customer Service and Success acts as a customer advocate, working to balance operational requirements with routinely excellent customer experience, using both qualitative and quantitative measures to understand and proactively improve service levels.
Leadership and Development • Promotion of a practice of regular, effective, and timely communication, both written and verbal, among and between Client Services and the rest of the institution. • Promotion of a culture that values and provides reliable service, accountability, transparency, and collaboration. • Lead, direct, and supervise the Client Services team responsible for all customer-facing support. • Actively coach, develop, mentor and guide to staff to facilitate professional development and increase organizational capacity. • Promote and develop a culture of innovation, anticipating institutional needs for academic and musical excellence and its commitment to social engagement and diversity. • In collaboration with the Director of Technology Operations, nurture an organization that attracts and retains highly skilled, motivated, creative people.
Customer Service and Success • Develop, track, and report on Key Performance Indicators (KPI’s) for the service desk, regularly assessing and providing insight on trends, anomalies and opportunities for service improvement. • Develop programs to ensure that CIT is routinely gathering and understanding community sentiment regarding our services, and work collaboratively to enact improvements based upon that research. • Ensure the timely and thorough resolution of urgent and/or complex support issues. • Ensure consistent and adequate coverage for all support functions during all available hours of service. • Act as an escalation point for requests and incidents, focusing on excellent user experience, open communication, and fast resolution. • Exercise responsibility for overarching design, deployment, and maintenance of the College’s desktop and laptop computing resources, including both hardware and software. • Provide collaborative leadership in establishing technical standards related to personal computing devices and application software.
Communication • Work collaboratively with other divisions of CIT to ensure timely, detailed, and effective communication of planned system changes and rollouts to community. • Provide leadership in coordinating and communicating about planned maintenance of IT services. • Ensure that relevant resources, guides, and documentation are continually kept up to date. • Provide regular and appropriately detailed status updates to the Director of Technology Operations and others as appropriate. • Lead, in collaboration with others, the development and execution of robust service interruption protocols, to include routine communication about statuses and a focus on root cause analysis and resolution.
Continual Improvement • In collaboration with the Director of Technology Operations, guide the evolution of Client Services to meet the evolving needs of a complex institution. • Regularly assess service requests, identifying root causes for common requests and working collaboratively to eliminate those root causes. • Ensure an ongoing organizational focus on ensuring a high-quality user experience and facilitating teaching and learning. • Lead a practice of effective self-service that empowers customers. • Manage and systematize processes to oversee and fulfill routine requests for support or service. • In collaboration with the Manager of Digital Infrastructure, ensure that infrastructural projects are smoothly moved into production with all relevant support considerations addressed.
• A bachelor’s degree or equivalent experience is required
• At least 5 years of experience providing support in diverse technical environments, with at least 2 years experience managing a Client Services organization, preferably within higher education. • Must be self-motivated and self-directed, possessing the ability to work independently and to work effectively in a team environment, as a leader and as a colleague. • Highly developed interpersonal and customer service skills, and the ability to promote and develop those skills in others. • Demonstrated ability to think and act strategically. • Demonstrated success systematizing support operations, reducing effort while improving outcomes. • Significant MacOS and Windows desktop support experience, including common network, printer and other desktop technologies. Such experience in higher education is preferred. • An ability to thrive and succeed in an environment characterized by ambiguity and rapid change. • Strong verbal and written communication skills and the ability to communicate effectively with both technical and non-technical audiences at all levels. • Excellent listener and problem solver who has an appreciation for the perspectives of others and is able to resolve conflicts. • Ability to gracefully manage disparate priorities in an environment characterized by continually evolving technical requirements. • Ability to routinely meet deadlines and ensure projects are completed on schedule.
• Experience with enterprise desktop management tools, such as JAMF, is strongly preferred. • Experience supporting common higher education enterprise applications (i.e. Banner, Degree Works, Google Apps, etc.), and ticketing tools preferred. • Bachelor’s degree desired.
Additional Salary Information: Salary will be commensurate with qualifications and experience. Compensation includes an excellent benefits package including tuition benefits.