The University of Puget Sound seeks a proactive, professional and customer service focused Client Services Manager to join the Technology Services team! Reporting to the Deputy Chief Information Officer, Client Support and Educational Technology Services (CSETS), the Client Services Manager is responsible for managing the delivery of technology support services to all TS supported students, faculty, and staff on campus in the areas of desktop and laptop support, hardware and software support, multimedia services, and printing support. The Client Support Services Manager oversees the work of the Client Support and Media divisions of Technology Services. The Client Support Services Manager ensures that client support staff, media services staff, and student workers answer questions and resolve technology problems efficiently, professionally, and proactively with a strong customer service focus and high user satisfaction. The Client Support Services Manager is responsible for tracking service statistics, maintaining detailed inventory information, and managing the KACE ticketing system, which is used across the TS department. Essential Job Functions and Responsibilities:
Management of the Client Services team. This includes the enterprise desktop experience, hardware and software support, classroom technology support, and student computing support.
Management of Media Services personnel and resources.
management of the end-user experience across campus.
Defining and demonstrating the standards of customer service in alignment with the Customer Service Credo and the university's strategic plan
Oversee the installation and delivery of desktop computers and laptops; this includes tracking inventory, annual selection and documentation of computing devices, and printer selection and support.
Develop and manage services and programs that provide timely and professional support in an efficient manner to the Puget Sound community of technology users.
Establish and maintain a flexible and open approach among Client Support, Media Services, and Student Support staff, including frequent team collaboration with other Technology Services staff to gather and share information.
Own, maintain and manage service management tools and service delivery processes to ensure service efficiencies and accurate management of technology assets in service in coordination with other Technology Service stakeholders.
Hire, train, coach and supervise departmental staff and student workers to ensure a positive work environment with continuous learning.
Assist with management of the departmental budget for hardware and budget planning.
Create guidelines for the administration and use of the ticketing management system and inventory management system.
Triage tickets and ensure routing of tickets to appropriate staff for resolution across the Technology Services Department. Assist with resolution of complex tickets and ticketing issues, and follow up on resolution to ensure customer satisfaction.
Establish, update and maintain documentation for all policies and procedures for the department. Produce documentation and handouts on programs and services provided.
Give presentations at orientations and training workshops.
Evaluate new technologies and assess software needs and make recommendations for purchases.
Prepare and present monthly and annual reports.
Attend division, departmental and campus meetings.
Participate in professional development activities and events to keep current in the profession and encourage staff in professional development and cross-training activities.
The Client Services Manager will supervise approximately 5 Client Support staff, 3 media personnel and 9 student workers.
The Client Services Manager will be responsible for providing annual appraisals, time and leave approval, and training and development approval.
The Client Services Manager will ensure that the department has adequate staffing and coverage during all posted business hours.
The Client Services Manager will grow and facilitate the career progression of support staff.
Assist with management of the departmental budget for hardware and budget planning. No budget approval authority is granted.
A bachelor's degree or combination of education and equivalent experience.
Five years of increasingly responsible management and supervisory experience.
Demonstrated experience and effectiveness in supervising a technical staff.
Extensive experience with hands-on desktop technical support, including installation and troubleshooting of desktop machines running Windows and Mac OS, as well as imaging of desktop machines using imaging software.
Experience with a ticketing system for request assignment, tracking, escalation and reporting.
Experience using an IT service management methodology such as Information Technology Infrastructure Library (ITIL)
Thorough knowledge of:
Apple and Windows computers and operating systems;
Application software, including Microsoft Word, Excel, PowerPoint, web browsers (e.g., Firefox, IE and Safari), and malware/antivirus tools;
E-mail and authentication systems including Outlook, Exchange, and Active Directory;
Windows account administration;
Computer peripherals, including printers, CD and DVD drives, other external drives;
Computer networks, including wireless connectivity and VPN;
Networking protocols and processes: TCP/IP, ftp, sftp, telnet and ssh; DHCP and DNS;
Virus protection and spyware removal software applications;
Multimedia principles and equipment.
Experience with tracking computer inventory on a large scale (1000+ machines).
Excellent communication, organizational, management and analytical skills.
Demonstrated ability and willingness to learn new computing concepts and processes independently and quickly.
Demonstrated ability and willingness to excel in an active and potentially stressful service-oriented environment.
Ability to work with others to plan, conduct, and staff user training.
Experience training and mentoring staff.
Ability to respectfully work, communicate and provide leadership within a diverse campus community.
Project management experience and/or training
Experience in Higher Education technology support
Experience with PeopleSoft
Compensation and Benefits: Decisions about starting salaries are made based on the extent and relatedness of the candidate's education and experience and on internal equity and market considerations. This position is exempt from the provisions of the Fair Labor Standards Act. Puget Sound offers a generous benefits package. For more information, visit: http://www.pugetsound.edu/about/offices--services/human-resources/overview-of-university-benefit/. Application Deadline: Search and selection procedures will be closed when a sufficient number of qualified candidates have been identified. Required Documents:
Letter of Interest
All offers of employment are contingent on successful completion of a background inquiry and if applicable for the position, drug screen, physical test and functional assessment. Diversity Statement:
We acknowledge the richness of commonalities and differences we share as a university community; the intrinsic worth of all who work and study here; that education is enhanced by investigation of and reflection upon multiple perspectives.
We aspire to create respect for and appreciation of all persons as a key characteristic of our campus community; to increase the diversity of all parts of our University community through commitment to diversity in our recruitment and retention efforts; to foster a spirit of openness to active engagement among all members of our campus community.
We act to achieve an environment that welcomes and supports diversity; to ensure full educational opportunity for all who teach and learn here; to prepare effectively citizen-leaders for a pluralistic world.
Puget Sound is committed to an environment that welcomes and supports diversity. We seek diversity of identity, thought, perspective, and background in our students, faculty, and staff. To learn more please visit: http://www.pugetsound.edu/about/diversity-at-puget-sound/ The University of Puget Sound is an equal opportunity employer.
About Puget Sound Puget Sound is a selective national liberal arts college in Tacoma, Washington, drawing 2,600 students from 48 states and 20 countries. Puget Sound graduates include Rhodes and Fulbright scholars, notables in the arts and culture, entrepreneurs and elected officials, and leaders in business and finance locally and throughout the world. A low student-faculty ratio provides Puget Sound students with personal attention from faculty who have a strong commitment to teaching and offer 1,200 courses each year in more than 40 traditional and interdisciplinary fields, including graduate programs in occupational and physical therapy and in education. Puget Sound is the only nationally ranked independent undergraduate liberal arts college in Western Washington, and one of just five independent colleges in the Pacific Northwest granted a charter by Phi Beta Kappa, the nations most prestigious academic honorary society. Visit 'About Puget Sound' (http://www.pugetsound.edu/about) to learn more about the college.
As a strategic goal and through our core values, University of Puget Sound is committed to an environment that welcomes and supports diversity. We seek diversity of identity, thought, perspective, and background in our students, faculty, and staff. EOE/AA
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Puget Sound is a highly selective liberal arts college located in Tacoma, Washington. Founded in 1888, the University of Puget Sound is rich in history and traditions enjoyed by generations of students, faculty, and community members. Puget Sound offers a four-year curriculum in the liberal arts tradition with more than 50 traditional and interdisciplinary programs as well as selected graduate programs that build effectively on a liberal arts foundation.