The Assistant Vice Chancellor for Customer Experience and Engagement for Information Technology Services (ITS) at the University of North Carolina at Chapel Hill is the primary contact for user support, directs the activities of divisional communication, and the executive champion of customer engagement at ITS. In this role, s/he works directly with the Vice Chancellor for IT and CIO to assess emerging user support needs and opportunities and the campus implications of IT strategies. As a member of the CIO’s leadership team, s/he participates in strategic planning discussions for campus IT initiatives. S/he is also responsible for the day-to-day operations of the user support and engagement function of ITS.
The Assistant Vice Chancellor for Customer Experience and Engagement is responsible for and oversees the operations of two ITS subunits: (1) ITS User Support and Engagement; (2) ITS Communications.
Mission for ITS User Support and Engagement
The mission of ITS User Support and Engagement is to provide leading-edge IT support services at the highest level of customer satisfaction. These services will enhance the educational and research goals of our University through constant service analysis, continuous service improvement, and the leveraging of technological advances.
Mission for ITS Communications.
The mission of ITS Communications is: to provide institutionally-scoped digital services comprised of website presence and digital accessibility; and to serve as ITS’s primary communications and external relations conduit, also as media relations coordinator for all requests for information.
Education and Experience:
The following experience is required: - Extensive understanding of a comparable roles in other IT service organizations - Direct experience managing, building teams, and/or managing major initiatives in several key areas: communications, web delivery and digital accessibility, call center, hardware repair center, onsite support, service management system, and desktop management - Self-motivated professional able to work in a fast-paced and constantly changing environment - Demonstrated ability to relate goals of IT service support to business goals - Demonstrated focus on customer satisfaction, with strong interpersonal skills and responsiveness - Demonstrated ability to manage budgets and proposals for service - Demonstrated capacity to lead by example, develop staff into leaders and to manage a group of diverse, capable technologists - Demonstrated ability to drive process improvement across organizational boundaries - 1-2 years of supervisory experience The following experience is preferred: - Seven to ten years of administrative management, especially in a large, higher education technology organization
The University of North Carolina at Chapel Hill is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or status as a protected veteran.
Internal Number: 172842
About The University of North Carolina at Chapel Hill
Carolina rates among the nation’s great institutions of higher education, set on an historic and beautiful campus that celebrates all four seasons. Carolina’s students, faculty and staff come here from around the world, bringing varied cultural, racial and ethnic heritages that help make UNC-Chapel Hill a thriving intellectual center. We’re repeatedly ranked the nation’s best value in higher education for students seeking to earn a college degree – the University has garnered the top spot each time since the ranking’s launch in 1998.Whether you’ve just started your career, are new to academia or are a seasoned professional with assorted campus experiences to draw on, we hope you will find a great place at Carolina.