Position Title:IT Support Center Manager
Reports To:Assistant Director for IT Support Services
Purpose of Position
Manages day-to-day operations of the IT Support Center â?? managing and training IT Support Center Specialists and student workers, ensuring trouble tickets are properly assigned/routed. It communications to end users, and providing level 2 support for CMS, portal and other applications, and most importantly meeting all Service Level Agreements. Performs first and second level support to end users and related duties in the IT Support Services area. Support covers Windows and Mac operating systems, desktop computers, peripherals, mobile devices, LAN issues, MS Office, e-mail applications, web applications, learning management system, Portal, incident management system, traditional and VoIP telephony, SunGard Banner and other enterprise applications, modern classroom technologies, etc.
- Supervises IT Support Center Specialists and student workers, provides training on new processes and related technologies.
- Meet service levels and monitors team performance daily.
- Manages contact volumes by monitoring, balancing and distributing contacts in queue and minimizing abandons, average speed to answer and long contacts.
- Reviews daily reports that highlight long contacts, abandons, negative surveys and after hours performance and suggest improvements.
- Maintains updates procedure documentation and/or manual.
- Monitors customer satisfaction measures and reviews all client comments.
- Reviews average and poor ratings with Specialists and design corrective plan
- Participates in managing the volume of incoming calls to the IT Support Center via both telephone and e-mail to ensure timely resolution of issues.
- Demonstrates positive customer relations.
- Ensures proper documentation, notification, escalation, tracking and follow up of all incidents.
- Supports and upgrades desktop PC’s MAC’s and Virtual Desktops.
- Maintains security controls including account setup and configuration for faculty, staff and students University Information Technology Systems.
- Occasional local travel and participation in the on-call rotation and escalation for evening, weekends and holidays.
Contributes to the effective team management of all relevant problems, issues and opportunities.
This job description shall include, but is not necessarily limited to, the above duties. May temporarily perform other duties assigned to maintain operations and services.
Marginal Functions will vary with the specific assignment and depend on the particular unit or function for which the person is responsible. Consideration will be given on a case by case basis and reassignment of marginal duties will be made when appropriate.
Knowledge & Skill Requirements
â?¢ Required: Bachelor's degree with technical emphasis or equivalent is required. Degree may be substituted for extensive helpdesk management experience. Any IT certifications such as, ITIL, A+, MCDST, MCSA, MCP or MCSE or related course work a plus. At least 3 years of work of helpdesk or desktop support experience is a definite requirement. Previous team lead/supervisory experience a definite asset and so is proven success at coaching and mentoring helpdesk specialists. Experience with standardization of PCs and imaging/ghosting, provisioning, as well as setting up system to standardize PCs in the office. Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Access), Microsoft Outlook, Windows 2000, XP, Vista and MAC OSX operating systems. Windows Active Directory knowledge as it pertains to policy and password management. General Networking TCP/IP knowledge is required; basic troubleshooting of telephony and communications devices required. Ability to troubleshoot and understand the differences between an application, machine and network problems. Ability to understanding of Group Policy, user profiles, permissions and security issues related to applications. Ability to understand and troubleshoot audio visual technology issues and assist users with the classroom technology. Ability to research solutions and determine the best solution set for the TAMU-Commerce environment. Must be willing and able to learn new technologies as new products and services are adopted. Must have excellent verbal and written communication skills. Must be highly self-motivated and directed. Must also possess a keen attention to detail. Excellent interpersonal skills and customer service orientation are a must. Should be able to work under pressure. Strong problem solving skills and decision making ability Strong verbal and written communication skills. Ability to learn and apply technical information. Requires ability to multi-task and work cooperatively with others. Preferred: Experience with CMS and similar tools is strongly preferred
Supervision of Personnel
Assists in training and supervising of student workers as necessary.