University of Alaska Manager, OIT Customer Support Services in Fairbanks, Alaska

Manager, OIT Customer Support Services

Apply nowJob no:508975

Classification:Information Systems Manager 3

Grade:Grade 83

Work type:Staff Full-time

Administrative Unit:University of Alaska Fairbanks

School/Business unit:UAF Office Information Technology

Location:Fairbanks

Categories:Information Systems/Technology

Position Summary:The University of Alaska is seeking a Customer Support Services Manager. In this role you will manage how our customers' experience may of our public and internal services, managing the Service Desk and Technical Support Field Technician teams. You will own our incident support process and ensure it's executed at the highest level of excellence while also striving to continually improve. The University has a very broad user base, so it is critical that you successfully communicate with individuals who range from non-technical to very technical. You will be an active advocate for the customer and be responsible for the timely resolution of customer problems or escalations to the appropriate support group. You will provide case status updates to management and customers.

Duties:

30Operational: Gathers data and metrics to monitor and report departmental output to determine effectiveness and productivity of departmental activities and demonstrate value delivered. Evaluates system and project needs for ongoing support and improvement. Evaluates product development to discern advances in and implementation of new technologies, systems, products and services and makes recommendations to executive management. Directs staff in developing and implementing various computer systems, deployment technologies and software management. Oversee and direct asset and vendor management for technology licensing at the UAF and UA system level.Essential

30Service Management: Focus on delivering value. Manages the user support, change support, service delivery and problem management of the front-line and second-tier units. Fully engages with the OIT Service and Project Management Office, utilizing ITIL processes to develop, deliver and monitor aligned services. Establishes and maintains Service Level Agreements to administer subscription-based shared IT services across UAF and the UA system. Uses continual improvement practices to monitor and refine services.Essential

40Leadership: Directs, supervises, manages, coordinates activities of the Customer Support Services department. Provides accountable leadership for the Process Architecture, Service Architecture and Technical & Data Architecture of the CSS Service Organization. Develops and implements standards, policies and procedures related to user support and consulting practices. Consults with a broad range of users to identify technical and support needs and sets long-range implementations plans. Mentors staff through positive role-modeling and staff development. Guides, manages and evaluates staff in the performance of their duties. Guide, manage and oversee the departmental budget.Essential

The University of Alaska is seeking a Customer Support Services Manager. In this role you will manage how our customers' experience may of our public and internal services, managing the Service Desk and Technical Support Field Technician teams. You will own our incident support process and ensure it's executed at the highest level of excellence while also striving to continually improve. The University has a very broad user base, so it is critical that you successfully communicate with individuals who range from non-technical to very technical. You will be an active advocate for the customer and be responsible for the timely resolution of customer problems or escalations to the appropriate support group. You will provide case status updates to management and customers.

Knowledge/Skills/Abilities:

Must work within the OIT's culture of accountability; fully embracing the cultural beliefs and work within those to achieve value-add, aligned results.

Proven leadership, communications, and interpersonal skills, Ability to inspire staff. Strong sense of teamwork and collaboration, able to build consensus and achieve results. Must be customer-service oriented. Ability to build and maintain strong relationships with technical and non-technical staff throughout the organization. Understands customer engagement and ensures customer success.

Capable change agent: recognizing the need for change, initiating value-add change campaigns and then monitors success and effectiveness with continual improvement and Lean methodologies.

Demonstrated knowledge of software and hardware systems and networking technologies: including operating systems, network architectures, protocols, monitoring tools, testing and resource capacity planning.

Proven ability to gather, summarize and articulate technical concepts for strategic and tactical decision making. Ability to structure and implement practical support processes and workfllows.

Ability to manage multiple projects, adapt and react quickly to changing situations and achieve aligned results with minimal supervision.

Demonstrated knowledge of IT Service Management best practices and the ITIL framework.

Required Experience:

At least five years progressive experience with a customer-centric IT service organization supporting diverse groups of customers.

Typical Education or Training:

Bachelor of Science Degree in engineering, computer science or related field. Equivalent combination of educations and experience may substitute for degree.

Review Date: April 10, 2018

To ensure consideration, please apply prior to the review date.

Background Check:

The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check.

Probationary Period:

Pursuant to University Regulation 04.07.020, new employees of the University are employed in an at-will probationary status for the first six months of employment. During the probationary period, employment may be terminated for no reason or any reason. Promoted employees also serve a probationary period with limited rights of retreat.

Training Policy:

It is the policy of the University of Alaska Fairbanks that all employees are required to attend training to meet the requirements of the positions they hold, and to complete the required training within a specified period of time to remain employed at UAF. The policy can be located at: http://www.uaf.edu/chancellor/policy/04.07.010/

Tobacco-Free Campus:

UAF Campus is a tobacco free campus. For more information, please go to:http://www.uaf.edu/tobaccofreecampus/

Notice of Nondiscrimination:

The University of Alaska is an affirmative action/equal opportunity employer and educational institution. The University of Alaska does not discriminate on the basis of race, religion, color, national origin, citizenship, age, sex, physical or mental disability, status as a protected veteran, marital status, changes in marital status, pregnancy, childbirth or related medical conditions, parenthood, sexual orientation, gender identity, political affiliation or belief, genetic information, or other legally protected status. The University's commitment to nondiscrimination, including against sex discrimination, applies to students, employees, and applicants for admission and employment. Contact information, applicable laws, and complaint procedures are included on UA's statement of nondiscrimination available atwww.alaska.edu/nondiscrimination

Advertised:26 Mar 2018Alaskan Daylight Time

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