Lead all facets of client experience for centrally-managed information technology and services. Lead and develop a high performing, client-focused team of staff and student workers to manage client relationships, service desk, desktop support and endpoint management; lead projects, and provide communications and programming in support of ITS services and initiatives, including campus digital fluency. Collaborate with the ITS Leadership team and staff members to envision, plan and deliver effective and reliable campus services.
Essential Job Functions:
Build and develop a high performing, client-focused team that encompasses the functions of the IT service desk, desktop support services, and IT communications.
Collaborate with ITS leadership team and staff members to envision, plan and deliver effective and reliable campus services.
Provide pro-active client support, and improve service offerings to increase client satisfaction and overall technology experience in support of Denison's mission, strategies, and operations.
Develop and execute short-term and long-term strategies for IT service management that align with industry standards and best practices; develop management practices and procedures that support and measure the capabilities, effectiveness, and efficiency of IT service support activities and staff; proactively adjust resources as needed to meet established service levels.
Demonstrate the value provided by IT Client Experience activities through a combination of qualitative and quantitative service performance and client satisfaction metrics; identify and report on key performance indicators, implement standardized reporting processes and procedures.
Coordinate resolution of complex issues that involve multiple technical resources.
Facilitate client communications during service interruptions or outages. Serve as the escalation point for client service problems or complaints. Lead campus communication regarding system changes and ITS updates.
Develop, maintain and communicate the ITS service catalog.
Coordinate and lead internal projects, communication plans and technology change initiatives. Coordinate cross-functional teams of technical and non-technical resources to support system enhancements and projects such as new software implementations, major application upgrades, and hardware platform upgrades.
Focus on operational excellence, continuous improvement, and team development in support of client needs. Refine and innovate service delivery processes to increase client satisfaction, promote automation and reduce operational costs.
Develop and maintain necessary documentation for both internal and external clients.
Establish a workplace culture that attracts, develops and retains quality employees.
Perform other duties as assigned.
Bachelor's degree in a related field. An associate's degree with additional experience may be considered in lieu of Bachelor's degree. A minimum of five (5) years of progressive management or leadership experience required, preferably in information technology.
Experience managing a team of client service professionals including strong leadership, coaching and mentoring skills. Proven experience planning, leading and managing IT support or operation teams based on industry best practices and cultivating and developing high-performing teams that possess a strong service ethic, requisite technical skills, and a continuous improvement mindset. Demonstrated project leadership and communication skills.
Strong commitment to client success along with a comprehensive understanding of how to enable that success through information technology and process management. Skilled consensus builder with capacity to initiate and foster collaborative partnerships and ability to influence key stakeholders across the organization.
Strong understanding of technical troubleshooting methodology. Ability to work with a range of technical staff to develop joint solutions. Ability to facilitate problem-solving among diverse groups with varying needs and priorities, and to communicate well with clients, technical staff, and senior leadership.
ITIL certification and/or applied knowledge of ITIL framework and concepts. Experience in a residential higher education environment. Experience with IT Service Management tools (TopDesk, WebHelpDesk, ServiceNow, Footprints, Dude, etc.) Experience with business analysis, project management, and/or planning skills or certification. Familiarity with audio/visual (AV) support for events, academic activities, classrooms, computer labs, and meeting rooms. Experience supporting enterprise endpoint management systems such as remote management, imaging, directory services, or IT Service Management systems.
Pay/Salary: Competitive based on qualifications. Expected salary range will be discussed with candidates selected for screening interviews.
To achieve our mission as a liberal arts college, we continually strive to attract and hire candidates with diverse backgrounds, experiences and identities. Denison fosters a campus community that recognizes the value of all persons regardless of age, disability, ethnicity, gender expression and identity, national origin, race, religion, sexual orientation, or socio-economic background. For additional information and resources about diversity at Denison, please see our Diversity Guide (https://denison.edu/forms/diversity-guide) Denison University is an Equal Employment Opportunity Employer.
Background Check Statement:
The final candidate will undergo a background check as a conditional offer of employment. Must also provide proof of degree(s) and education received.
Internal Number: 3048
About Denison University
Denison University is an academically rigorous liberal arts college with a diverse campus community. It offers a competitive salary and a comprehensive benefits package. Denison is located in the village of Granville, 25 minutes from Columbus Ohio, the state capital, which hosts a wide range of cultural and artistic opportunities. Granville also offers an excellent public school system and easy access to outdoor activities.