Requisition Number: STFR001438
Division/College: Information Technology Services
FT/PT: Full Time
The Division of Information Technology Services is currently seeking a talented individual to fill the role of ResNet Manager within our Customer Services department. The ResNet Manager ensures that ResNet Resource Center maintains high level of customer satisfaction. Manages the recruiting, hiring and training of ResNet staff. Training requirements include computer hardware, connectivity, operating systems, and various software tools and applications. Ensures that all work is completed in accordance with ResNet training and operating procedures and that all work performed is fully documented in the assigned call tracking system. Must interact with and support the goals of ITSCS and Residence Life and ensure all pertinent information is effectively communicated between both groups at all times and especially in regards to annual Move In preparations. Annually develops and implements a Fall Move In plan in cooperation with both ITSCS and ResLife personnel. Manages operating budgets provided by ResLife and ISCS and periodically reports financial status to ITSCS and ResLife senior management. Maintains detailed trend data that accurately reflects the status of ResNet business operations. Utilizes data to project man loading requirements, equipment needs and staff schedules. Participates in management of ITS projects that affect ResNet and/or ResLife. Examines and implements technology solutions that will improve ResNet productivity and/or enhance the ResNet customer experience Coordinates training methodologies, workload, and issue reports with the Customer Service Service Desk Supervisors. The manager will be required to work outside regular working hours and on some university holidays.
The ideal candidate will hold a Bachelor’s degree in Computer Science or a related area, have 5 plus years of customer service experience and 5 years of supervisory/managerial experience. Must have strong technical ability that includes networking background and supporting desktop computers, Windows and Mac OSx Operating systems. The position requires a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service. This position requires the ability to manage people and finances, to effectively interact with students, parents, and all levels of management as well as the ability to interact and communicate on a range of technical levels.
Must be able to handle complaints and objections and to resolve conflict. Excellent interpersonal, communication and organizational skills are essential.
This position requires a criminal background check.
To be considered for this position please visit our web site and apply on line at the following link: Careers@Northeastern
Northeastern University is an Equal Opportunity, Affirmative Action Educational Institution and Employer, Title IX University. Northeastern University particularly welcomes applications from minorities, women and persons with disabilities. Northeastern University is an E-Verify Employer.