21-112 IT Customer Experience & Service Manager (Manager 190) – Information Services & Technology | #education | #technology | #techjobs


Salary: See Position Description

Location: 700 S. High St. West Chester, PA

Division: Information Services

Job Number: 21-112

Position Summary

Join a vibrant campus community whose excellence is reflected in its diversity and student success. West Chester University of Pennsylvania invites applications for the position of IT Customer Experience & Service Manager within Information Services and Technology (IS&T).  The IT Help Desk serves a campus community of over 17,000 students and 1,800 employees. We are a community of educators dedicated to developing graduates who succeed personally and professionally and contribute to the common good.

IT Customer Experience & Service Manager provides leadership and quality control of user-facing support services and is responsible for the overall user experience interactions between IS&T Staff and the campus community.  This position also assumes ownership of equipment purchasing and loaning programs, software purchases, and core IT support systems including the IT Service Management System (ServiceNow).

The ideal candidate has excellent interpersonal skills, mature judgment and diplomacy required to interact effectively with a broad spectrum of people including faculty, staff, students, colleagues, and vendors, both individually and in groups; strong project management skills with  attention to detail and information accuracy, analytical, technical and organizational skills; the ability to work independently and take initiative to seek out knowledge and resolution to problems; works well in a multi-tier team environment and has experience working with a culturally inclusive workforce and constituency.    

Responsibilities include: 

  • Directly leading and managing a team of specialists to address customer inquiries.
  • Scheduling coverage including on-call rotations.
  • Hiring and ensuring operational needs are met while delivering exceptional support and customer service to the campus community.
  • Identifying and implementing strategies which drive down MTTR (mean time to resolution) for customer related service issues.
  • Taking overall ownership and responsibility of the IT customer service experience and promote successful and timely resolution of all requests and reported incidents.
  • Promoting a positive and inclusive work environment for all staff members and constituents, both within and outside of the IT service management area.
  • Maintaining a sustainable work environment that inspires team members and mitigates risk of burnout.
  • Developing and maintaining extraordinary relationships with campus partners, and collect/ track feedback to ensure satisfaction, and provide effective two-way communication with the WCU community.
  • Serving as an advocate for IS&T initiatives, services, and processes that increase user engagement, productivity and student success.
  • Developing and monitoring Service Level Agreements (SLA) between IS&T and University departments.
  • Providing direction and oversite of the IT Service Management System (ITSM), Remote Support Technologies, and system integrations/applications.
  • Understanding and building metrics and assessment models.
  • Providing data to Director of Ed Tech & User Services, CIO, and IS&T Leadership to benchmark and assesses performance.
  • Overseeing project lifecycles, including gathering requirements, defining scope, and assisting with the design and implementing of new technologies.
  • Mentoring and developing staff, implementing user-centric support ideologies.
  • Establishing professional relationships with third party account representatives.
  • Escalating vendor-related incidents to account representatives.
  • Providing prompt communication to the campus community when appropriate.
  • Acting as primary communication channel for the IS&T.
  • Maintaining core content on the IS&T website.
  • Remaining current with on-going developments in the fields of IT Service management, ITIL, and user experience design.
  • Manage and maintain supplemental web pages as assigned.

Minimum Qualifications

  • Bachelor’s degree 
  • Minimum of 5 years of customer service experience

Preferred Qualifications

  • Experience working in a higher education environment. 
  • Experience managing ITSM systems (ServiceNow preferred)
  • Demonstrated experience of programming logic and data analytics/reporting
  • Demonstrated understanding with ITIL framework

Special Instructions

Salary is in the mid $80’s. Excellent benefits package including undergraduate tuition fee waiver for self and dependents.

Apply by on-line application at?http://agency.governmentjobs.com/wcupa/default.cfm. Electronic application allows for cover letter and resume attachments (required). References with contact information will be required prior to interview. Review of applications will begin immediately and continue until the position is filled. Applicants must successfully complete interview process to be considered as a finalist.

Developing and sustaining a diverse faculty and staff advances WCU’s education mission and strategic Plan for Excellence. WCU is an Affirmative Action/Equal Opportunity Employer. Women, minorities, veterans, and persons with disabilities are encouraged to apply. The filling of this position is contingent upon available funding.

All offers of employment are subject to and contingent upon satisfactory completion of all pre-employment criminal background and consumer reporting.


West Chester University is an AA/EOE employer. Women, Minorities, and Veterans are encouraged to apply.



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