Program Manager I - Advancement User Support Manager
Job Title Program Manager I - Advancement User Support Manager
Internal Title Advancement User Support Manager
Requisition Number 011558
Minimum Salary $48,622
Salary Range $48,622 - $64,000
Pay Basis Annually
Department Development Office
Campus USC Columbia
Expected Fill Date
Job Posting Date 03-23-2017
Minimum Posting Period Ends 03-29-2017
Job Close Date 05-01-2017
Type of Position
Job Type Full-Time
Job Category Professional/Administrative
If Research Grant/Time Limited, indicate the benefits provided
Under limited supervision, reporting to the Senior Director of Information Systems, the Advancement User Support Manager will be responsible for leading the advancement service desk as it pertain to the day-to-day operation of Advancement within the Division of Development. The advancement service desk is a single point of contact between users and advancement staff when there is a service disruption, unplanned interruption in services or loss of quality (aka Incident), for service request or request for change (RFC) and the monitoring of automatically reported infrastructure events (Alerts).
The primary programmatic functions of this role is to lead and manage a team that is responsible for incident control, life cycle management of all service requests, and communicating with the customer by keeping customer informed of progress and advising on workarounds.
Ensures the program delivers and communicates advanced industry advice and guidance on installation, adaptation, configuration or enhancement of advancement products or software packages. Performs top tier problem resolution with users on the telephone or Walk-ins. Possesses a wide range of in depth skills and knowledge in computer hardware and software as well as networking systems in use by the University Development Division. Provides expertise for the resolution of system problems, troubleshoot products and modifies products to customer requirements. Provides expert and second tier support for the installation and repair of standard business software packages.
Responsibilities includes program management of customer service perception and satisfaction; accessibility to assistance/help through a single point of contact, communication, and information; provide quality and quicker turnaround of customer/user requests; teamwork and communication; focus and a proactive approach to service provision; provides solution to better managed infrastructure and control.
Master's degree in related field and 2 years relevant program experience, or bachelor's degree and 4 years relevant program experience.
The Advancement User Support Manager has program management skills and provides leadership, mentoring, and in-depth day-to-day system-related guidance and management oversight to a team of Service Desk Tier 1 and Tier 2 personnel. The well-qualified candidate possess and apply sound management principles to set the tone and pace for the service desk maturation. The candidate must be a self-starter, providing leadership, system-related direction and supervision to personnel supporting the operations and maintenance activities across the university development division. The candidate must be capable of evaluating service performance metrics, communicating system performance, and leading teams in response to incidents/problems, performing risk assessments, and managing and directing operational staff as needed to ensure managed programs are performing optimally. Ability to travel overnight to conferences, work evenings and weekends, as required.
Able to lead a staff that provides support to walk-in customers or perform in-person device actions with users; perform in-person troubleshooting with users; perform in-person provisioning with users; tutor users on mobile devices; perform customer liaison activities; enter data into the inventory tracking system.
Expertise managing, migrating, consolidating or modernizing advancement service desk organizations is highly desired.
Preferred certification in relevant IT products/technologies or ITIL ® Foundation certification.
Documents which must be associated with this posting
List of References
Special Instructions to Applicants
SOC Code 15-1142