Position Summary

The Manager of IT Customer Experience Field Services is responsible for delivering exceptional desk-side IT support and ensuring a high standard of customer service across the organization. This role leads the Field Services team, overseeing performance, training, and operational excellence. The manager collaborates closely with the Director of IT Customer Experience to monitor Tier 1 and Tier 2 services, analyze customer feedback, and drive continuous improvement.

Key Responsibilities

• Team Leadership & Performance
  • Supervise, mentor, and evaluate Field Services technical support staff.
  • Define work schedules, assign tasks, and monitor ticket resolution.
  • Provide coaching and professional development to enhance team capabilities and effectiveness.
• Customer Experience & Service Quality
  • Ensure the consistent delivery of high-quality, desk-side support.
  • Review customer satisfaction surveys and implement service improvements.
  • Analyze ticket data trends to identify recurring issues, service gaps, and opportunities for proactive support.
• Operational Oversight
  • Monitor service level agreements (SLAs) and address breaches proactively.
  • Report operational metrics and performance trends through verbal and written communication.
  • Identify and implement process improvements to enhance service delivery.
• Compliance & Asset Management
  • Ensure adherence to university, federal, and state-mandated programs.
  • Maintain compliance with all University and College policies.
  • Oversee acquisition, movement, and disposal of departmental equipment.
  • Ensure completion of inventory audits and asset tracking.
• Technical Expertise & Collaboration
  • Collaborate with Engineering Technology Services to identify and resolve system deficiencies.
  • Participate in the evaluation, selection, and implementation of new technologies.
• Infrastructure & Systems
  • Maintains awareness of emerging technologies in hardware, software, networking, and information processing.
  • Ensure infrastructure systems meet availability, security, and performance standards.
  • Fulfill customer SLAs and support strategic IT initiatives.

Additional Information

• This position may require on-call availability or extended work hours as needed.

MINIMUM REQUIRED QUALIFICATIONS
Bachelor's degree or equivalent experience. 5 years of relevant experience required, with 3 of those years being in a leadership role. 7-12 years of relevant experience preferred.

Our Comprehensive Employee Benefits Include:

• An array of retirement plan options, each with a generous employer contribution.
• Affordable health insurance options, including dental, vision and prescription coverage that begin on day one.
• Paid vacation and sick leave, including short and long-term disability and paid parental leave.
• Get the most out of the Public Service Loan Forgiveness program.
• And much more!

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