Senior Manager-Client Services

This position works closely with the Director of Enterprise Engagement on the leadership and coordination for the university's client services initiatives. The role is responsible for all areas of IT engagement including IT service delivery, IT service management, and support for all the university's various technology environments. As a member of the OIT leadership team, this position strives to ensure consistency in communications, actions, and alignment to the strategic plan of the OIT department and the university.

This position is also responsible for supporting the mission of the university by delivering technology, services, solutions and guidance to the students, faculty, staff, and the community in a professional, exemplary, service oriented collaborative manner. This role requires the candidate to provide guidance to junior staff members on proper implementation of OIT policies and procedures as well as developing technical and interpersonal skills that reflect the professionalism of the OIT department at the university.

Essential Duties Summary

* Manage team(s) across various, customer facing, IT disciplines.

* Understand and promote OIT's IT Service Management program internally and with the end user community.

* Interact with academic leaders to promote OIT as a collaborative entity to further their departments, as well as the university's, success.

* Recruit, train and support OIT staff and technicians.

* Lead and participate in Enterprise Engagement team meetings and ensures the Director is abreast of projects, initiatives; and helps establish and build relationships with vendors in support of operational service delivery.

* Contribute to improving customer support by actively responding to queries and handling complaints.

* Establish and promote best practices through the entire OIT department.

* Follow up with customers to identify areas of improvement.

* Participate in the development of a feedback mechanism that highlights OIT Engagement Management performance as a valuable part of TSU excellence.

* Provide ongoing customer feedback to the appropriate internal teams.

* Performs other job-related duties as may be required.

% FTE

1.0

Hiring Range $87,339.81-$ Education

Bachelor's Degree (B.A. or B.S.) in Information Technology, Business or closely related discipline from an accredited four-year college or university

Required Licensing/Certification

Experience with Service NOW IT Service Management is preferred.

ITIL Certification is preferred.

Knowledge, Skills, and Abilities

Knowledge in:

Must have outstanding written/oral communication and analytical skills, excellent presentation skills, and the ability to communicate on both a technical and business level.

Must be proficient in managing various, customer facing IT disciplines.

Must be proficient in project management.

Must be driven by the desire to offer quality services to the faculty, staff, and students, in a timely and efficient manner.

Proven work experience as an IT manager.

Solid technical background with an ability to give instructions to a non-technical audience.

Customer-service oriented with a problem-solving attitude. Excellent written and verbal communications skills.

Team management skills.

Expert knowledge of recent industry trends and standards and future directions of technology in the learning environment, office administration, and ability to effectively advocate for new ideas.

Must be an expert in Microsoft Office Suite, and other solutions for project management, scheduling, reporting and data presentation.

Skill in:

Must possess excellent written and oral communication skills and demonstrate a high degree of professionalism and diplomacy.

Must display excellent administrative, organizational, and time management skills while operating in a fast-paced environment.

Must possess a strong work ethic and ready to work extremely hard executing tasks and assignments.

Self-motivated, positive attitude, and a mature, professional personality, and demeanor.

Work is substantially complex and varied, and requires the interpretation of technical and detailed guidelines, policies and procedures in combination.

Ability to:

Manage multiple teams of various IT disciplines.

Prepare detailed reports.

Promote OIT as a trusted, collaborative partner of the academic and administrative groups at TSU

Work independently, but collaboratively.

Communicate effectively.

Implement creative solutions for often complex support and implementation situations.

Ensure OIT IT Service Management policies and procedures are clearly communicated and followed.

Work Experience

Required:

Requires five (5) to six (6) years of related IT experience.

Requires broad knowledge of complex systems and procedures.

Preferred:

Experience with supporting customer facing IT services.

Working/Environmental Conditions

While performing the duties of this job, the employee is regularly required to: sit, walk, talk, and hear, use hands to move items and to operate computer.

The employee is frequently required to: stand,…