Manager of IT&S Client Services

Job description

Posting Details

Position Information

TitleManager of IT&S Client ServicesHiring RangeCommensurate Rate Depending Upon QualificationsDepartmentIT&SPosting NumberS00438Exempt or Non ExemptExemptReports toChuck CurryFull or Part TimeFull TimeNumber of Months12 MonthsWork Schedule

Standard workdays M-F, 8am – 5pm
This position requires on-call work and flexibility to work occasional overtime, nights and/or weekends.

Position End Date (if temporary) Position Summary Information

Basic Function

The Manager of IT Client Services provides leadership for IT service management for the Department of Information Technology and Services, including oversight of the daily operations for the IT Help Desk. The manager will work with a team to provide leadership in implementing and maintaining service management processes including change management, a service catalog, and service level agreements. Responsible for ensuring the help desk staff are meeting and exceeding expectations in regards to performance, defining and meeting metrics/benchmarks, and ensuring that standards and processes are followed to provide effective customer service and meet requirements. The manager will build on current successes in service management by refining incident management, problem management, change management and service request processes as well as creating a service catalog, knowledge base, and facilitating upcoming release management processes.
This position will also keep abreast of enhancements to both the database environment and to the application product(s) in order to present relevant information to team members and will coordinate system outages with the team leader to minimize disruption to the campus.

Duties and Responsibilities

●Plan, direct, coordinate, supervise, administer, and implement policies and procedures to oversee a comprehensive service management program to increase organizational ITSM maturity and adoption of ITIL V3. Responsible for guiding and measuring continuous improvement efforts for IT Service. Manage capabilities and performance. Maintain the IT Service Catalog governance processes.
●Provide leadership, guidance, and management to the College IT&S Help Desk and directly and indirectly, work with other support personnel within Information Technology & Services. Train, coach, and mentor Help Desk Specialists and student employees including career development. Oversee staff activities. Build/obtain training material for support staff. Schedule employees working times and provide backup support as needed. Interact with internal and external customers.
●Oversee solutions repository and ensure top quality solutions are available to the staff. Develop Service and Business Level Agreements to set expectations and measure performance. Develop an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
●Assure appropriate communications and coordination with management, other IT areas, and other College departments. Provide timely and effective communications to the technical staff. Represent the technical groups on advisory, policy, and project committees. Foster communication with IT users. Promote accomplishments to the user community.
●Responsible for call metric reporting, volume forecasting, cost to budget management, performance management, and overall accountability for service delivery.
●Develop, implement, and oversee policies and procedures to ensure consistent service levels, including issue (incident & problem) identification, assignment, documentation, and resolution.
●Set and monitor deadlines to ensure timely completion of work.
●Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Monitor trends, develop, and provide monthly IT Help Desk metrics and performance/status reports.
●Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
●Other duties as assigned

Minimum Qualifications

●Bachelor’s degree.
●Five (5) years of related experience.
●Additional experience may be considered as a substitution for the minimum education requirements.
●ITSM Experience.
●Experience in a technical role providing remote support in a technical service desk environment, with a track record of achieving productivity goals.
●Experience as a Help Desk Lead or Managerial role leading a successful, customer oriented service desk for a small to mid-size growing organization.
●Management and Leadership skills with ability to train others, teamwork, troubleshooting/problem- solving, and multi-tasking skills.
●Good verbal, written, and interpersonal communications skills. Able to communicate effectively technical concepts and materials to students, faculty, and staff.
●Demonstrated ability to work successfully in a customer service computing position or computer help desk (call center). Working knowledge of Help Desk software.
●Knowledge of networks. Extensive knowledge of AV equipment, computer hardware, software, peripherals, and operating systems.

Preferred Qualifications

●Experience in developing and analyzing service metrics and trends.
●Experience in higher education.
●Demonstrated ability to successfully organize and lead large complex projects. ITIL certification.

Physical Requirements

●Must be able to move around campus easily.
●Must be able to sit for a prolonged period of time; viewing a computer monitor.
●Must be able to lift or carry 25 lbs or more.

Posting Detail Information

Open Date05/14/2018Close DateOpen Until FilledYesSpecial Instructions to Applicants

Guilford College does not discriminate on the basis of sex/gender, race, color, creed, religion, national origin, sexual orientation, gender identity, disability, genetic information, military status, veteran status, or any other protected category under applicable local, state or federal law, ordinance or regulation. See our full Statement of Non-Discrimination.

Additional Information

As an institution that is grounded in the relentless pursuit of core values that include equality and justice for all, the College adheres to Title IX and to all other federal and state civil rights laws banning discrimination in private institutions of higher education.

Guilford College does not discriminate on the basis of sex/gender, age, race, color, creed, religion, national origin, sexual orientation, gender identity, disability, genetic information, military status, veteran status, or any other protected category under applicable local, state or federal law, ordinance or regulation. The prohibition on discrimination applies to any and all educational program or activities that Guilford College operates, including but not limited to admissions policies; educational programs; scholarships, loans, and other financial aid; and athletic and other school-administered programs, services, and activities. The prohibition on discrimination also applies to applicants or employees with respect to employment.

For additional information related to our nondiscrimination and Title IX policies and procedures, visit Guilford College’s online policy library at: If accommodation or assistance is needed in completing this application, contact Human Resources at 336-316-2134 or email us at [email protected].

Guilford College is committed to providing a safe and secure environment for students, faculty, staff, visitors and others, and to protecting College assets. Well informed hiring decisions assist in this effort. To accomplish this goal, the College performs background checks on new employees.

About the College: *Founded in 1837 by the Religious Society of Friends
(Quakers), Guilford College is a selective four-year liberal arts college
located on a 335-acre campus in Greensboro, NC. Known for its challenging,
socially engaged programs in the arts, humanities, business, policy, and
sport studies, social sciences, natural science and mathematics, Guilford
is an intentionally diverse, inclusive community where students and faculty
collaborate critically and creatively to address complex issues and
problems with an emphasis on interdisciplinary perspectives.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * Please describe some of your strengths that you can bring to this position.

    (Open Ended Question)

  2. * Please describe work performed including demonstrated competencies directly related to this position. Competencies are defined as knowledge, skill, and work behaviors that contribute to success in meeting the minimum and preferred qualifications of the position.

    (Open Ended Question)

  3. * What is your current compensation rate? Please indicate your annual, monthly or hourly dollar amount.

    (Open Ended Question)

  4. * What is your desired annual, monthly or hourly compensation rate for this position?

    (Open Ended Question)

  5. * What is the highest level of education you have completed?
    • High School Diploma/GED.
    • Associate degree or some college/university studies.
    • Undergraduate degree from a four year college/university.
    • Master's degree or related studies.
    • Doctorate or other terminal degree/related studies.
  6. * How did you learn about this job opportunity?
    • The Chronicle of Higher Education
    • Indeed
    • DiversityClassifieds
    • Craig's List
    • News and Record
    • Guilford College Website
    • Guilford Employee
    • Other Newspaper (please specify below)
    • Other Website (please specify below)
    • Other Professional Publication (please specify below)
    • Other (please specify below)
Applicant DocumentsRequired Documents
  1. Resume
  2. Cover Letter/Letter of Interest
Optional Documents
  1. Letter of Recommendation 1
  2. Letter of Recommendation 2




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Job No:
Posted: 5/20/2019
Application Due: 9/23/2019
Work Type: