999333

Call Center and Walk-In Support Manager

Staff

EP - EHRA 12 mo leave earning

UNC Greensboro, located in the Piedmont Triad region of North Carolina, is 1 of only 57 doctoral institutions recognized by the Carnegie Foundation for both higher research activity and community engagement. Founded in 1891 and one of the original three UNC System institutions, UNC Greensboro is one of the most diverse universities in the state with 20,000+ students, and 3,000+ faculty and staff members representing 90+ nationalities. With 17 Division I athletic teams, 85 undergraduate degrees in over 125 areas of study, as well as 74 master’s and 32 doctoral programs, UNC Greensboro is consistently recognized nationally among the top universities for academic excellence and value, with noted strengths in health and wellness, visual and performing arts, nursing, education, and more. For additional information, please visit uncg.edu and follow UNCG on Facebook, Twitter, and Instagram.

Learning Technology and Customer Success is committed to delivering responsive, high-quality, customer-oriented services, and support that fosters a productive and stable instructional, research, and administrative operational environment for the students, faculty, and staff of UNCG.

• Acquisition, implementation, management, and support of selected instructional, research, and business software applications, including enterprise-wide learning, research, and office use Technologies

• Maintenance and support of technology-equipped learning spaces, open-access computer labs, and “TeleLearning” facilities

• Reliable internal and external ITS communication services, including web/mobile application development and support

• Computer hardware and peripheral device acquisition support, installation, and repair

• Training, consultation, and direct client assistance for use of technology at UNCG

• Participation in campus-wide initiatives to assess and meet university information technology needs

The primary purpose of this position is to be the primary point of contact for ITS 6-TECH support which includes the intake of all incidents including service desk, walk-in center, email, phone, and chat. This consists of establishing and oversight of 6-TECH day-to-day operational tasks, managing full and part-time staff, and student employees, assisting with setting and executing strategic vision, monitoring key performance indicators, providing technical expertise, and providing an example for the team in building relationships and establishing a culture of continuous improvement. 6-TECH provides tier 1 and tier 2 support and initial response and triage for all technology calls, emails, chats, and service requests from all students, faculty, and staff of the University. The team consists of full-time and student employees. In addition to the broad range of hardware, software, and services supported, this position supports multi-platform account administration, technical and business management of enterprise-level services or applications, and development and integration of emerging technologies. Position will also oversee a position that manages all student employment for ITS. This includes recruitment, hiring, onboarding, continuous training, placement in the organization, scheduling, and payroll.

Entry-level with Masters or;Bachelors and 0 -2 yrs experience or;
equivalent education/experience

A bachelor’s degree from a recognized college or university. Additional qualifying experience may be substituted for two years of the required education.
A minimum of 3 years of customer service experience, preferably in a higher education environment.
Demonstrated knowledge of help desk operations and service desk management
Demonstrated track record of success in leading a diverse team
Strong leadership and technical experience
Strong proactive planning, assessment/analysis, research, and organizational skills
High attention to detail
Highly resourceful and effective problem-solver
Ability to communicate with both technical and non-technical individuals

Applicants must complete and submit an electronic application for employment to be considered. The application must be completed in full detail for your qualifications to be considered.
Applicants are required to upload the following documents with their electronic application:

• Resume
• Cover Letter
• List of References

• Name
• Company Name
• Type of reference (Professional, Supervisor, Colleague, Academic, or Personal). One (1) of those references will need to be a current or previous supervisor.
• Email Address
• Contact Phone Number

Commensurate with Experience

Info Technology Services - 23101

06/14/2022

06/22/2022

Yes

1.000

Permanent

12

Exempt

40%

Manage the daily operations and workload for the 6-TECH support team

•Accomplish department objectives by supervising staff and organizing work
•Implements and enforces policies and procedures
•Ensures quality service by enforcing customer service standards
•Assists with daily operations through training, supervision, and fostering teamwork
•Provide guidance, insight, and feedback to upper management
•Ensure group documentation is created, managed, and updated to reflect current and changing procedures and is available to technical staff as appropriate
•Attend project, team, and ITS meetings and provide updates to team as appropriate
•Manage support queues, assign incidents to staff, ensure incidents/requests are updated appropriately and escalated if necessary
•Maintain an understanding of the enterprise ITS service offerings and how to effectively support them
•Provide guidance and quality assurance for employees.
•Ensure proper staffing levels for employees.
•Lead meetings and coordinate training sessions as necessary.
•Oversee incident creation and ensure compliance with UNCG policies and procedures.•Document and clearly present solutions to client problems
•Integrate knowledge and skills from a wide range of technologies to address work assignments
•Solicit relevant information from clients to sufficiently describe non-routine problems for escalation
•Effectively communicate solutions to clients
•Document work in accordance with incident management process
•Implement appropriate technologies to solve client problems
•Consult with clients and higher-level specialists and analysts to resolve technical problems and ensure customer satisfaction
•Conduct customer follow-up and provide candid, timely, and constructive feedback on job performance.

30%

Manage all personnel functions for 6-TECH full-time, student, and temporary staff

•Maintains staff by recruiting, selecting, and training employees and developing personal growth opportunities•Ensure adherence to departmental policy and procedures•Provide metrics on activities, performance, and operations and use those metrics in coaching and performance improvement
•Coaches, counsels employees
•Plans, assigns, monitors, and appraises work
•Counsel employees when there are issues that impact performance to mitigate further action

10%

Build and cultivate relationships with ITS staff and university partners to ensure service and support goals are understood and continuously improved upon

•Develop, measure, and report on key service-level metrics. Review metrics annually with leadership to evaluate effectiveness and applicability.
•Develop and promote self-service tools, the service catalog, and knowledge base as mechanisms to improve customer satisfaction and “Tier 0” efficiency.
•Understand technical solution documentation process and update as necessary
•Attend project meetings and keeps workgroup up to date on progress, changes, and documentation

10%

Lead IT Projects, usability and QA testing efforts for new systems and services

•Develop support protocols for projects and initiatives
•Design testing plans and support documentation
•Work with ITS managers and project managers to coordinate efforts

10%

Divisional Policies, Procedures and Job Requirements

Follow all Divisional policies and procedures as they relate to your job. Adhere to the Divisional defined requirements as they relate to your job responsibilities regarding SLAs, Security, and Asset Management.

Hand Movement-Repetitive Motions - f, Reading - f, Writing - f, Hearing - f, Talking - f, Sitting - f

Inside - c