Manager of Client Support Services

Job description

Manager of Client Support Services

Department Description:

The University of San Diego, a contemporary and engaged Roman Catholic institution, was founded by the Diocese of San Diego and the Society of the Sacred Heart in 1949. Governed by an independent board of trustees since 1972, USD remains committed to a liberal arts education grounded in the Catholic intellectual tradition and the pursuit of truth, goodness and beauty. Inspired by this centuries old tradition of Catholic higher education, the University welcomes people of all faith traditions and any, or no, religious background. The future success of USD relies on the contributions of those who seek to foster the development of engaged global citizens and an earnest confrontation of humanity’s urgent challenges.

Detailed Description:

The Manager of Client Support Services (CSS) is responsible for managing and maintaining high quality desktop computing support services for the USD community; and overseeing the day-to-day operation of the desktop technical staff and the help desk. Responsible for planning, researching, and implementation of desktop or mobile computing projects. Provides support for network, desktop computers and peripherals at the University of San Diego. Employs strategies to improve clients' technical support services.

The manager will lead an enthusiastic and customer oriented unit within Academic Technology Services. Provides performance and professional development strategies, offers training and guidance in support of the staff ensuring that team members meet or exceed goals. Prepares basic budget reports and assures timeline compliance. Aligns goals, objectives and tactical directions of the unit with the Sr. Director of Academic Technology Services. Delivers excellent communication (oral, written, web pages, portal) with regards to all computing communications to the university at large. Possesses a broad and in depth technical knowledge of integrated technologies, i.e. desktop/laptop/mobile computing, servers, AD, networking, DNS, internet, etc. Trains or facilitates trainings to the staff. Knowledge of system principles, hardware and software; and emerging technologies is required. Oversee the evaluation, development and execution of various desktop related projects and solutions. Manages the support staff, organizes vendors' activities; and maintains project deliverables. Coordinates the computer replacement process, and assists in classroom technology upgrades or renovations. As an experienced project manager, the incumbent helps the technical staff with details of intricate and campus wide hardware/software upgrades and migrations or any new deployments. Improving technical proficiency of the staff, procedures and processes, and developing a highly customer service-oriented unit within ITS is a primary responsibility of the position. The CSS manager will also be responsible for the on-site staff that support will ensure adherence to best practices and proven methodologies to promote continuous information operations and the integration of new value-added technical services and technology.

Works under supervision of, and in close coordination with, the Senior Director of Academic Technology Services. In a highly team-oriented structure, supervises the managers of the Help Desk, the Technical Services team and Student Computing. Responsible with the overall administration and management of the Central and Distributed Support Staff.

Supervise the operations of the Client Support Services team: a) In full partnership and collaboration with the managers of the units, conduct efficient and quality technical services b) Ensures that clients' problem reports receive prompt response and resolution c) Establishes and monitors metrics for the quality of customer service, providing feedback to staff members as appropriate d) Coordinates projects assigned to the technical support team and stay engaged with the team throughout the project cycle e) Oversees the installation and configuration of desktop computers and peripherals in classrooms and labs f) Schedules task assignments of technical staff to expedite resolution of high-priority problems g) Creates technical and procedural documentation h) Prioritize projects, create summary and details project planning, and efficient workflows i) Coordinates the scheduling of staff training for professional development and ensures that staff maintain certificates appropriate for their job responsibilities and for professional development j) Performs annual staff reviews, establishes goals, monitors progress toward goals, etc., as a standard staff-management practice k) Identifies and promotes staff professional development as required l) Approves vacations and employee timecards—Team scheduling and tracking employees time m) Oversees the ongoing maintenance and development of the technical knowledgebase used internally or by clients (web based instructions) n) Develops web and social networking presence to improve access to technical resources o) Lead and conduct recruitment for new staff as required p) Mentor and coaching of the staff (Desktop/Helpdesk/Student Computing) q) Work closely and collaboratively with extended staff of ITS to improve processes or projects r) Supervise development of project plans specifying scope, goals and objectives, strategy, schedules, risks, contingencies, and allocation of available resources s) Implement quality assurance methodologies covering test plans, change/patch management, and problem management t) Align functional processes with software capabilities u) Establish technical standards to ensure the long-term, cost effective management and support of the currently installed systems and other enterprise solutions v) Evaluate interview candidates for technical positions w) Scout for and evaluate new technology and tools as opportunities for innovation Software and Hardware Evaluation, Configuration, Installations: a. Leads the evaluation and selection of hardware and software, technology tools, printers other peripherals b. Develops recommendations for standard operating systems; desktop security antivirus; deployment applications c. Collaborates with colleagues and with direct supervisor and staff to manage strategies to ensure security of desktop/laptop and mobile devices at the university d. Knowledge of complex and interrelated technical nature of many information technology services and their impact e. Knowledge of the web and Internet based applications, client server apps and many other significant technologies on campus f. Schedule project/task assignments of technical staff to expedite resolution of high-priority problems g. Research pertinent and emerging products and services and implement plans for decommissioning or introducing new products/services. a. Prepare upgrade project plans, when applicable, in collaboration with client b. Negotiate with vendors for the selected environment applications, servers and devices c. Follow established standards and procedures to track and measure projects' progression
Contact and follow up with clients:
a. Assesses and conducts survey of clients and evaluating process to increase customer
b. Coordinates projects and technical upgrades in communication with clients
c. Plans upgrades and maintenance with least disruption to clients services and business
d. Improves the technical ability of the desktop team; brings efficiency to the support structure
e. Improves the response time and troubleshooting of customers technical requests
f. Consults with clients over desktop support services and attends relevant meetings
g. Knowledge of ITIL including Incident Management, Problem Management, Change
Management and Continual Service Improvement, and ability to implement ITIL best practices as appropriate
h. Lead the continued development of products such as ServiceNow ITSM tool, KnowBe4 and

Manage department budget and expenses:
a. Monitors and manages personnel expenditures, including part-time and temporary staff as needed b. Evaluates and selects budgeted items for purchase, generates purchase orders, and tracks outstanding orders Performs other duties as assigned

Job Requirements:
Minimum: • Bachelor’s degree from an accredited higher-education institution • Five years of management and leadership experience in a position • Requires strong organization, planning, project and time management, and deliverables • Proficient in developing management strategies and creative approaches to team building • Demonstrated analytical and problem-solving skills • Hands on experience with desktop operating system s and environment • Experience in research, development of desktop solutions • Ability to make informed recommendations with technology or procedures to improve the deployment process, security, antivirus and other relevant services rendered • Customer focused attitude • Excellent interpersonal and communication skills • Demonstrable knowledge and experience with a broad range of desktop and integrated technology and infrastructure • Knowledge of Windows, Macintosh, and Unix/Linux operating systems; detailed experience (at least five years) with at least one of those systems • Demonstrated experience carrying out projects in both formal and informal learning spaces • Must possess broad and strong technical background including knowledge of Network, DNS, Active Directory Administration, and instructional technologies • ITIL Foundations Certification • MSCE or equivalent an asset
Performance Expectations: Knowledge, Skills & Abilities:
• Exceptional customer service skills and the ability to convey technical concepts to non-technical clients • Excellent interpersonal, team-building, and collaborative skills • Commitment to ensure ongoing professional development of staff and provide guidance to ensure their delivery of excellent customer service • Understanding of and commitment to apply principles and procedures related to the legal and ethical use of software • Practice judgment and train the staff with ITS guidelines about the privacy of data and information; policies and protocols • Strong collaboration and communication with supervisor • Problem-solving skill within a team based environment • Strong organizational skills and ability to follow through with tasks and projects • Excellent time management, prioritization and escalation skills • Ability to actively listen and to handle difficult or delicate situations with diplomacy and tact • Critical thinking and problem-solving skills to meet project requirements • Ability to explain complex concepts clearly in written and verbal communications • Ability to manage multiple tasks and projects with attention to detail and follow up • Ability to lead customer calls for project planning, implementation, and training • Ability t drive a golf cart
Special Conditions of Employment:
• Occasional evening or weekend work may be required • Requests for August/September vacation time must be scheduled around start-of-school activities
Background check: Successful completion of a pre-employment background check.

Degree Verification Requirement: Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes.

Posting Salary:

Commensurate with experience; Excellent Benefits.

The University of San Diego offers a very competitive benefits package, to include medical, dental, vision, a 12% retirement contribution given to you by the University (with three year vesting period), and access to on-campus Fitness Centers. Please visit the benefits section of our website to view all of the perks and benefits that USD has to offer. USD: Human Resources: Benefits

Special Application Instructions

Click Apply Now to complete our online application. In addition, please upload a cover letter and resume to your application profile for the hiring managers’ review. If you have any questions or difficulties please contact the Employment Services Team at 619-260-6806, or email us at [email protected]

Additional Details:

Hours: Usual work hours 8:30 am to 5:00 pm

Closing date: Open Until Filled

Note: External job postings will be up for at least five days. After that time, applications will be reviewed by the hiring manager/committee throughout the posting period. A candidate may be selected at any time which could then close this posting on a date earlier than listed.

The University of San Diego is an equal opportunity employer committed to diversity and inclusion and is especially interested in candidates who can contribute to the diversity and excellence of the campus community.

The University of San Diego is a smoking and tobacco-free campus. For more information, visit

To apply, visit

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Job No:
Posted: 12/7/2018
Application Due: 12/19/2018
Work Type: