Client Experience Manager, ITS (1109) | #education | #technology | #techjobs


Company Description

Idaho State University, established in 1901, is a Carnegie-classified
doctoral research and teaching institution, with a culture built on trust, compassion, stability, and hope. ISU serves over 12,000 students
in Pocatello, Meridian, Twin Falls, and Idaho Falls. Students and faculty at ISU are leading the way in cutting-edge research and innovative
solutions. We are proud to offer exceptional academics nestled in the grand, natural beauty of the West. We invite you to apply to be a part
of our University community!

Job Description

Under the direction of the CIO, this
position provides leadership for and management of the Information Technology Services (ITS) Customer Service and Support group, including
the call center, walk‐in locations, desktop support, executive support, and ITS computer labs, and supported departmental labs. Key
responsibilities include: 

  • Directly supervises the IT Service Desk staff, including 6 – 8 full-time staff and
    30 – 40 student employees
  • Responsible for the team’s successes and ability to deliver quality customer
    service
  • Oversees staffing needs and professional development for the Client Experience team including hiring,
    training, developing and discipline, performance evaluations, communicating and enforcing departmental and university policies and
    procedures
  • Ensures the implementation of procedures for identification, documentation, assignment, prioritization,
    monitoring, and timely resolution of service requests and incidents
  • Acquires and analyzes metrics via the ticketing
    system and other feedback to evaluate the performance of ITS service management
  • Keeps abreast of emerging service
    management principles and technologies applicable to the University and remain highly technically competent
  • Provides
    escalated problem resolution by giving in-person, hands-on support to end-users; escalates customer issues when necessary to service owners
    and IT leadership
  • Serves as the escalation point for customer complaints, working with customers to ensure that a
    mutually beneficial agreement can be reached
  • Maintains and develops customer relationships with students, faculty and
    staff to understand service needs and opportunities; consults with faculty and staff in determining support needs
  • Responsible for campus notifications of unplanned system outages
  • Acts as a liaison between more than ten
    college/departmental IT staff and ITS
  • Occasional on-call and after business hours/weekend support; is an essential
    employee

Minimum Qualifications

  • Bachelor’s degree with relevant
    experience OR commensurate education and related experience.
  • At least 2 years’ experience supervising/managing
    full-time and part-time (student) staff
  • 4 years’ experience working in a help desk environment
  • Demonstrated ability to motivate staff, build relationships, and foster teamwork
  • Strong customer service
    experience and attitude
  • Demonstrated problem-solver with the ability to explain and document technical issues and
    concepts to both technical and non-technical audiences
  • Build and maintain relationships internal to IT and with
    customers
  • Ability to prioritize and coordinate work activities in a fast-paced environment with frequent
    interruptions, deadlines and quick turnaround
  • In-depth, substantive knowledge and experience as it relates to the
    installation, configuration and support of (1) Windows and Mac desktop operating systems (2) a wide-range of technological devices,
    including printers, desktop and laptop computers, phones, tablets, etc., and connecting these devices to the wired and/or wireless
    network
  • Ability to foster supportive working relationships, teamwork and staff engagement
  • Demonstrated ability to participate in meetings and other collaborative activities 
  • Excellent written
    and verbal communication, interpersonal and organizational skills 

Preferred
Qualifications

  • Higher education experience 
  • TeamDynamix experience

Apply online at https://isu.csod.com/ux/ats/careersite/5/home/requisition/1609?c=isu

Additional Information

Please submit your CV/resume, cover letter, and list of three (3) professional references, including current contact
information. This position will remain open until it is filled; however, priority consideration will be given to applications received prior
to 
May 29, 2022. Salary will be between $55,000 and $61,000 per year, commensurate with education and experience. Benefits
include comprehensive health, dental, and vision; life insurance; disability plan; employee assistance program (EAP); excellent retirement
options and company contribution; and generous paid time off/sick leave accrual. All offers of employment are conditional pending the
successful completion of a background investigation, provided by HireRight.


ISU is an equal opportunity/affirmative action employer. We have an institution-wide commitment to inclusion and diversity and encourage all qualified individuals to apply. Veterans’ preference.
Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.



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