Technology Customer Service Manager

Job Purpose

The Technology Customer Service Manager is responsible for leading the Service Desk Analyst and Computer Support Technicians who manage the Iowa Central Community College's computing endpoints and will ensure that policies and procedures set by the Leadership Team are applied consistently.

The Technology Customer Service Manager will organize and coordinate endpoint deployment and break-fix efforts through the day-to-day coaching of the team, ensuring efficient and accurate resolution of incidents and requests.

This position will focus on First Contact Resolution (FCR) and will directly interface with the Computer Support Services Incident & Service Request Teams to escal.

In addition, the Customer Service Manager will coordinate the creation of self-help documentation, based on trending common questions, and work closely with the Service Center Supervisor and the Tech Support Supervisor in developing training content.

• Provides excellent customer service to all Iowa Central Community College staff
• Participates in the hiring/training/developing of the Service Desk Analyst and Customer Support Technicians
• Provides coaching and direction of staff by assigning appropriate resources and reviewing processes and deliverables of all activities performed by their team
• Manages the development, training, and ongoing performance of all team members
• Acts as the first point of contact for North Iowa Central Community College in the absence of the Director of Dedicated Client Services
• Facilitates ongoing communication between the Service Desk, Student Service Desk, Customer Support Technicians, Department functional units, and System Administration as necessary to ensure rapid incident resolution
• Engages with the client's CIO on a regular basis and attends the reoccurring checkpoint meetings
• Motivates team to utilize Industry best practices and deliver outstanding customer service and satisfaction to all locations
• Leads and participates in projects, using departmental incident/project tracking software and Agile work-flow methodologies
• Produces Quarterly metrics and templates to evaluate technical support issue response times and issue resolution with teams
• Complies reports of SLA’s targets/numbers/types of requests, analyze the data, and then communicate to the team
• Works with various departmental leaders and stakeholders to implement service delivery & support requirements
• Establishes target activities and manages the Service Desk Analysts team's daily workflow

The employee works a full-time schedule, Monday-Friday from 8:00 am-5:00 pm.

This position is Exempt.

• Employee must be able to execute strong customer service skills
• Associates Degree or Certificate/Diploma in computer science or related field
• Management experience is required
• Computer knowledge:
  Microsoft Word, PowerPoint and Excel, MAC operating system, and Adobe Flash Media Live

• Health, Dental, and Vision insurance
• Company paid STD/LTD Insurance for employee
• Company paid Life Insurance $10,000.00 policy for employee
• Section 125 Flex Spending Account
• 401(K) Retirement Plan and 401(k) match
• Paid Time Off (Vacation, PTO and Holidays)
• Paid Volunteer Time
• Employee Assistance Program

Solutions Management Group is an Equal Opportunity Employer