Skip to main content

This job has expired

Director of IT Customer Support Services

Employer
Edison State Community College
Location
Piqua, OH

View more

Administrative Jobs
Institutional & Business Affairs, Clerical & Administrative Support
Employment Type
Full Time
Institution Type
Community College
Send job

Job Details

Description

Edison State Community College invites qualified candidates to apply for the full-time position of Director of IT Customer Support Services. The Director of IT Customer Support Services will manage our customer support team of client service technicians and student workers to ensure Students, Faculty, Staff and external customers receive exceptional IT service. The Director of IT Customer Support Services will be responsible for managing staff, monitoring customer interactions, and developing/implementing strategies to provide a high level of end user satisfaction.

To be considered, candidates should include cover letter, resume, transcripts, and three professional references when completing their online application.

Edison State Community College is an EOE/AA Employer.
Examples of Duties

  • Maintain and ensure a high level of customer service to all Students, Faculty, and Staff.
  • Service deployment planning & alignment of service and support offerings with College mission and needs.
  • Provide customer service training to Client Support Technicians and HelpDesk staff.
  • Develop and implement strategies to improve customer satisfaction, including training programs, process improvements, and other initiatives.
  • Manage and lead a team of customer support representatives (client support technicians and IT helpdesk staff), providing guidance and support to ensure all inquiries and issues are resolved in a timely and professional manner.
  • Recruit, train, and develop IT helpdesk staff ensuring they have the skills and knowledge necessary to provide exceptional customer service.
  • Serves as department escalation point in addition to handles prioritization and assignment of work as necessary.
  • Monitor customer support requests to ensure they are handled in accordance with college policies and procedures, and that end users receive accurate and timely information.
  • Collaborate with other departments, including student affairs, student support and academics, to ensure user needs are being met and feedback is incorporated into product and service development.
  • Analyze user metrics and other data to identify trends and areas for improvement, and implement plans to address these issues.
  • Manage and resolve escalated end user issues, ensuring satisfactory resolution.
  • Supervise the setup of hardware and software in labs, classrooms, and offices.
  • Oversee all IT, AV, and customer communications.
  • Manage antivirus and managed threat response software and procedures to ensure continuity of service to customers.
  • Oversee Active Directory infrastructure, including user account creation, deletion, and modification.
  • Maintain documentation related to IT infrastructure and procedures.
  • Maintain cybersecurity standards.
  • Provide budget oversight, including strategic development of annual departmental budget.
  • Maintain quality assurance through the use of change management techniques and procedures.
  • Other duties as assigned by the CIO or VP of College Operations.
    • Qualifications

    Required Knowledge, Skills, and Personal Qualifications:

  • Ability to demonstrate quality customer service skills.
  • Demonstrated leadership with the ability to work professionally and collegially with a diverse group of college constituents.
  • Strong communication and interpersonal skills.
  • Excellent problem-solving and decision-making abilities.
  • Ability to work well under pressure and in a fast-paced environment.
  • Knowledge of customer service software and tools, such as ticketing systems, chatbots, and customer relationship management (CRM) software.
  • Knowledge of computer hardware standards and functionality.
  • Knowledge of network and PC troubleshooting techniques.
  • Knowledge of computer-connected instructional equipment.
  • Familiarity with IT concepts and terminology.

    • Required Experience:

  • 5 years of experience providing customer support service in an academic, industrial, or business setting.
  • Minimum of 2 years of supervisory experience in customer service related field.
  • Minimum of 2 years of experience in Information Technology related field.

    • Required Educational Background:

  • Bachelor’s degree in Business or Information Technology related field of study.
  • Hardware and software maintenance training preferred.
    • Supplemental Information

    Other:

  • Provide evening and weekend coverage as needed.
  • Serve on committees as assigned.
  • Schedule and ensure coverage for special events held on campus including nights or weekends.

    • Supervises following staff:

  • Supervision of Client Support Technicians.
  • Supervision of Copy Center Specialist.
  • Supervision of HelpDesk Staff including student workers.

    • Organization

    Edison State Community College was chartered in 1973 under provisions of the Ohio Revised Code as the first general and technical college in Ohio. The college thus emerged without special local taxation as a two-year, public, co-educational, state-supported institution of higher learning. Under its charter it is authorized to offer studies in the arts and sciences, technical education and continuing education. By virtue of legislative action, the College's name was changed in 1977 from Edison State General and Technical College to Edison State Community College. After some years of using the revised name of Edison Community College, the College re-instituted the name Edison State Community College.

    From modest beginnings in 1973 in a rented facility, the College has grown in stages to its current campus, located on 131 acres in Piqua. Its enrollment and offerings have grown steadily during its brief history, from 309 students enrolled in 30 courses in 1973 to more than 3,000 students enrolled today in about 30 technical fields, a broad range of baccalaureate transfer programs, developmental course work, and continuing education offerings.  

    Edison State Community College offers five different degrees, two of which are designed for transferring to a four-year college or university, and three which prepare graduates for immediate employment. Providing modern campus facilities and leading-edge computer and Internet technology, Edison State Community College cannot be surpassed for its learning environment.

    Send job

    Get job alerts

    Create a job alert and receive personalized job recommendations straight to your inbox.

    Create alert