Position Title:IT Contact Center Manager Position Number:10043339 Benefits Eligible:Yes Campus Location:Dahlonega Job Close Date:03/15/2019 General Summary:

The University of North Georgia is currently accepting applications for an IT Contact Center Manager. The IT Contact Center Manager will serve a single point of contact to provide excellent customer support to all UNG faculty, staff, students, and university affiliates in the use of technology. The manager will train, coach and mentor Contact Center staff according to University and ITIL standards, and coordinate successful customer outcomes with team and other members of IT support. The position is responsible for establishing staff work schedules, maintaining IT’s customer-facing communications, brokering IT services and repairs between IT units and end users, and works closely with IT staff to ensure proper customer service, standards and support methods are developed and maintained and are followed to provide effective customer service.

Located in the fastest-growing region of the state, the University of North Georgia is a multi-campus university with an enrollment of nearly 20,000 students, making it one of the largest institutions in the University System of Georgia. UNG is focused on a mission of educational excellence, leadership development and community engagement opportunities that develop students into leaders for a diverse and global society. Through a variety of educational pathways that provide access and range from certificates and associate degrees to a professional doctoral program, UNG is responsive to regional education and economic development needs. Federally designated as a senior military college, one of the university's signature leadership programs is its 800-member Corps of Cadets on UNG's Dahlonega Campus.

Job Duties & Responsibilities:

The IT Contact Center Manager will:

• Manage the Information Technology Contact Center Team to provide initial trouble-shooting support and request fulfillment over the phone, via email or chat; escalate unresolved technical issues and requests to Tier 1 support, and broker IT services to university customers for all IT units.
• Enforce service level agreements, and undertake service escalations across IT to ensure appropriate escalation and information sharing within the organization, according to ITIL standards. Coordinates continual service improvements and follows up with clients to assess customer satisfaction.
• Provide daily operation management by assigning employee scheduling and tasks. Train, coach, and mentor Contact Center staff across all UNG locations.
• Contribute to knowledge base documentation, FAQs, reports, budget planning, and maintain IT’s customer-facing communication. Serves as coordinator of IT communication team to provide timely announcements and updates to the University community in regards to critical IT information.
• Lead the delivery of IT services through communication outlets, coordinate services with campus IT liaisons, interact with internal groups and customers to identify opportunities for service provisioning and improvement. Proactively improve service levels, manage escalations to ensure service level agreements are being met, and provide analysis and reporting internally to IT Leadership on the status of service and IT’s relationship with the customer. Monitoring of email for after-hours critical support escalation is expected.
• Participate in continuous professional development to achieve prescribed goals in coordination with Director.
• Perform other duties as assigned.

Knowledge, Skills & Abilities:

• Must have excellent customer liaison skills with a dedicated and positive attitude.
• Strong oral and written communication skills; ability to successfully communicate with customers via phone, email and chat; excellent interpersonal and teamwork skills.
• Knowledge of ITIL standards for service delivery, service management, and support.
• Knowledge of Windows and Macintosh operating systems and peripheral installation and support.
• Knowledge of PC networking in a Windows environment.
• Knowledge of desktop/laptop/mobile systems and remote support.
• Ability to identify, highlight, and manage risk resolution activities as appropriate
• Proven track record in IT service management/Service Level Agreements.
• Required to create and present key service metrics
• Strong verbal communication and active listening skills
• Customer focused and adaptability to different personality types
• Ability to coordinate staffing, scheduling, and lead operations
• Ability to multi-task, set priorities, and manage time effectively
• Strong time management and decision making skills

Certifications/Licenses & Minimum Requirements:

• Bachelor’s Degree or equivalent experience and training.
• Four (4) + years of experience working in an IT/Service environment or, leadership experience, and two years of general IT experience including troubleshooting and problem resolution. Or, an equivalent combination of education, certification and experience sufficient to successfully perform the essential duties of the job as listed above.
• ITIL certification required.

Required Documents:Cover Letter, Resume/Curriculum Vitae Special Instructions to Applicants:Please submit contact information for three professional references. This position will require a background check. Employer Information:All employment offers are contingent upon successful completion of a background investigation, as determined by the University of North Georgia in its sole discretion. The University of North Georgia, a unit of the University System of Georgia, is an Affirmative Action/Equal Opportunity employer and does not discriminate on the basis of race, color, gender, sex or national origin, age, disability, religion, genetics or veteran status. Georgia is an open records state. Also, UNG is a federal contractor and desires priority referrals of protected veterans.

We provide equal employment opportunities to minorities, females, protected veterans, and disabled individuals, as well as other protected groups.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Information:Georgia is an open records state. Also, UNG is a federal contractor and desires priority referrals of protected veterans. We provide equal employment opportunities to minorities, females, protected veterans, and disabled individuals, as well as other protected groups.