Elon University is currently accepting applications for an Assistant Director of Campus Technology Support (Support & Engagement). The Assistant Director of Campus Technology Support is responsible for scheduling, supervising, and overseeing the day to day operations of the Technology Service Desk for Elon University and focus on leading customer service initiatives. The Assistant Director manages and prioritizes incidents, problems, resolutions, and support processes with the goal of providing excellent customer service. This position leads a fast-paced service-oriented environment that focuses on continual improvement for the institution. The Assistant Directory also engages with IT professionals throughout the organization to manage service expectations and build healthy partnerships.

This is an opportunity for a highly motivated individual to guide the customer service experience at Elon University and participate in transforming the support culture. This role will act as a coordinating liaison for customer service initiatives and support throughout Information Technology. This role works in partnership with the Service Design Manager to review and identify process improvements, acquiring the information relevant to improving first resolution contact at the Technology Service Desk. Be knowledgeable of and attentive to the daily responsibilities of staff in order to assist when necessary and identify opportunities for improvement.

-ESSENTIAL DUTIES & RESPONSIBILITIES -

Operational:

• Responsible for the daily operations of the Technology Service Desk.
• Directly supervises professional and student staff members. Provide tools, knowledge, and access for staff to perform jobs at peak level.
• Provides users with the highest level of telephone, remote, and face-to-face technology support, monitoring incidents and service requests for quality assurance.
• Effectively collaborates with peers in IT and the University community.
• Ensures all communication and escalation processes are followed within a timely manner.
• Maintain employee performance plans based on ITSM generated reports as well as peer feedback.
• Provide frequent status reports to leadership on the health of the service desk support experience.
• Develop and maintain an effective call model that promotes quality service, accurate request processing.
• Other duties as assigned.

Projects:

• This position will participate in projects that include impact on IT Service Desk operations or customer experience at Elon.
•  

Leadership:

• Manages and motivates a team of Service Desk Analysts. Provides oversight of performance objectives, resources, and motivation to maintain a high-performing team.
• Contribute to and promote a modern service desk strategy. Lead initiatives that support strategic objectives.
• Bachelors degree required; Masters degree preferred. 5+ years of supervisory experience required.
• Experience with first contact/Service Desk support required. Experience managing direct reports within a high-performance team and a matrix environment desirable. Experience in changing organizational cultures while motivating staff and optimizing processes desirable. A combination of education and work experience will be considered. The successful candidate will supervise professional staff, and possibly some student employees, at the Technology Service Desk. Lead team members from other technology areas as needed for projects or initiatives, in conjunction with their full-time supervisor. HDI and ITIL Certifications desirable.
• Excellent customer service and organizational skills required.

For more information and to apply for the position https://elon.peopleadmin.com/postings/5895. Elon University is an equal employment opportunity employer committed to a diverse faculty, staff and student body and welcomes all applicants.