Job description
The Center for Information Technology (CIT) at Oberlin College seeks innovative, customer-focused applicants for the position of Manager of Customer Service and Success. This is a full-time, 12-month recurring Administrative and Professional (A&PS) staff position reporting to the Director of Technology Operations. Oberlin College is a highly selective liberal arts college of 2800 students. Oberlin and CIT recognize the powerful effect technology can have on the academic and administrative missions.
Responsibilities
The Manager of Customer Service and Success is a service-oriented player/coach overseeing the operation, development, and effectiveness of the College’s laptop/desktop support, computer lab management, and service desk functions. They seek to ensure a routinely excellent, measurable, and consistent customer experience in support of Oberlin’s academic and administrative priorities.
In their capacity as the Manager of Customer Service and Success, this individual leads a team of support specialists, equipment technicians, a Help Desk coordinator, and student staff. This team is collectively responsible for day to day technical support, the resolution of customer issues and the fulfillment of service requests. the Manager of Customer Service and Success acts as a customer advocate, working to balance operational requirements with routinely excellent customer experience, using both qualitative and quantitative measures to understand and proactively improve service levels.
Essential Job Functions
- Exercise responsibility for overarching design, deployment, and maintenance of the College’s desktop and laptop computing resources, including both hardware and software.
- Provide collaborative leadership in establishing technical standards related to personal computing devices and application software.
- Coordinate laptop purchase and refresh program for academic and administrative units.
- Provide technical leadership for endpoint configuration and management.
- Ensure the timely and thorough resolution of urgent and/or complex support issues.
- Ensure consistent and adequate coverage for all support functions during all available hours of service.
- Act as an escalation point for requests and incidents, focusing on excellent user experience, open communication, and fast resolution.
- Provide leadership in coordinating and communicating about planned maintenance of IT services.
- Develop and ensure that relevant audio-visual support resources, guides, and documentation for CIT services are continually kept up to date.
- Provide regular and appropriately detailed status updates to the Director of Technology Operations and others as appropriate.
- Regularly assess service requests, identifying root causes for common requests and working collaboratively to eliminate those root causes.
- Manage and systematize processes to oversee and fulfill routine requests for support or service.
- Foster and support an environment of shared information security responsibility.
- In collaboration with the other units of CIT, ensure that new services and other projects are smoothly moved into production with all relevant support considerations addressed.
Marginal Job Functions
Required Qualifications
- At least 5 years of experience providing support in diverse technical environments.
- Must be self-motivated and self-directed, possessing the ability to work independently and to work effectively in a team environment, as a leader and as a colleague.
- Highly developed interpersonal and customer service skills, and the ability to promote and develop those skills in others.
- Demonstrated ability to think and act strategically.
- Demonstrated success systematizing support operations, reducing effort while improving outcomes.
- Significant MacOS and Windows desktop support experience, including common network, printer, and other desktop technologies.
- Experience with enterprise endpoint management tools, such as JAMF and InTune, is strongly preferred.
- Understanding of fundamental IP networking concepts.
- Familiarity with general principles of Information Securi
- An ability to thrive and succeed in an environment characterized by ambiguity and rapid change.
- Strong verbal and written communication skills and the ability to communicate effectively with both technical and non-technical audiences at all levels.
- Ability to gracefully manage disparate priorities in an environment characterized by continually evolving technical requirements.
Desired Qualifications
- A Bachelor’s Degree (or an equivalent combination of education and experience)
- Experience managing staff in a service-oriented environment.
- Experience supporting common higher education enterprise applications (i.e. Banner, Degree Works, Google Apps, etc.), and ticketing tools preferred.
- Experience working with and coordinating third-party vendors and consultants.
- Foundational IT certification such as A+, Security+, HDI-SCA, etc.
Compensation
Within the range established for this Administrative and Professional Staff position, salary will be commensurate with experience and qualifications.
Compensation includes an excellent benefits package including tuition benefits for eligible children to attend Oberlin College and many other institutions.
Compensation includes an excellent benefits package including tuition benefits for eligible children to attend Oberlin College and many other institutions.
Special Instructions to Applicants
Interested persons must submit a cover letter with résumé online at
Documents Needed to Apply
Required Documents
Optional Documents
- Cover Letter
- Resume
- List of References
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