The Assistant Director of IT Customer Support oversees the operations of the frontline and desktop support technical support staff who are dedicated to helping customers resolve issues with their campus technology. Their job duties include administrative tasks such as scheduling staff, supervising and evaluating employees, and managing the processes and applications associated with the customer experience journey in the IT division. They oversee the team most responsible for being the face of technology on campus and prepare the staff for major upcoming implementations and coordinate the response to the customer when unplanned outages and technology failures have a negative impact on our users. They have a very visible and collaborative relationship with IT leadership to ensure that they advocate for our user’s needs and help be the voice of the customer when decisions are made.
Duties & Essential Job Functions:
1. Service and Support Operations • Responsible for ensuring that users are provided efficient and timely first and second-level support with technology at TCU. Ensures that decisions/processes made to improve the overall customer support of the Service Desk are continually carried through, documented, and clearly defined. Coordinates training requirements of Frontline, Desktop Support, and QA personnel and defines the level of knowledge each team member should know to succeed. Monitors escalated issues and follows up with assigned personnel to ensure timely resolution of problems. Maintains a central source of information enabling Frontline staff and Desktop Support technicians to recover from outages with minimal disruption to expected service levels, and they define the process for handling the backlog created by the event. Oversees how scheduling and resource management is done with staffing to ensure we meet budgetary, operational, and service level requirements to meet the highest level of customer satisfaction. 2. Communication and OLA Process Management • Responsible for writing, developing and circulating the communication content for IT campus alerts that relate to changes, outages, and emergencies. Creating internal communications protocols and initiatives that will foster employee morale and further our organizational goals. Owning the development/management of our technical OLAs and helping to oversee those agreements between the various teams in IT to ensure appropriate process workflow. Oversees the management and development of our online content via the Website, Knowledgebase, and social media platforms. Presents pain points in customer experience to leadership and advocates for the customer during rolls out, upgrades, and new implementations for technology. 3. IT Customer Experience Management • Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service. Manges customer feedback process and handles each negative feedback situation to create a positive outcome for the customer. 4. System Administration, Reporting, and Platform Management • Oversee the management and development of the major systems that affect the IT Customer Support team. Handles system administration, updates, and development in our ITSM tool in terms of specific screens, interface forms, and system integrations. Oversees the ACD solution that we use, applies the best interaction process, manages access, implements call/chat QA processes/reviews, and provides reporting for monthly comparison. Works with other teams in IT to push for changes, fix problems, and update tools and resources that the team uses and needs in their daily jobs (i.e. Jamf, SCCM, QUAC, and Bomgar). 5. Other duties as assigned in relation to technical support, maintenance, project management, and/or user training.
Required Education & Experience:
• Bachelor’s degree or equivalent in work experience. • 5+ years in the various functions of information technology (networking, systems, AV, security, etc.) in a medium to an enterprise-level environment. • 5+ years of experience including problem resolution on Macintosh/Window systems, technical training, website management, software support, ITSM management, social media management, knowledge management, and/or communication management.
• Valid Texas Driver’s License. • Must be insurable under the university motor vehicle requirements. • Relevant technology certification, project management certification, business management certification, or relevant advanced degree.
• Minimum of three of the following courses or certifications: Avixa Certified Technology Specialist (CTS), Avixa Certified Technology Specialist Designer (CTS-D), Avixa Certified Technology Specialist Installation (CTS-I), Associate Professional in Talent Development (APTD), Certified Professional in Learning and Performance (CPLP), Certified Technical Trainer (CTT+), Knowledge-Centered Support (KCS), Certified Web Professional (CWP), Microsoft Office User Specialist (MOUS) Certification, Comp TIA A+, Apple Certified Support Professional (ACSP), Apple Certified Technical Coordinator (ACTC), Apple Certified Desktop Technician (ACDT), Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP) or Microsoft Certified Professional (MCP), Comp TIA Network+, HDI Support Center Analyst, HDI Desktop Support Technician, HDI Technical Support Professional, Knowledge Management Foundations, ITIL Foundations, or other technology/management related courses.
Knowledge, Skills & Abilities:
• Knowledge of software, including: Microsoft products, Exchange, and Windows/Apple. • Knowledge of networking protocols and components. • Knowledge of hardware, networking (wireless and wired) and software applications. • Knowledge of strong interpersonal, teamwork, and communication skills. • Knowledge of basic accounting and budget analysis. • Knowledge of technical requirements of IT solutions. • Ability to work with a high degree of accuracy. • Ability to troubleshoot issues and formulate and implement changes. • Ability to work successfully as a member of a team serving a common goal. • Ability to troubleshoot problems with personal computers. • Ability to instruct end-users on system capabilities. Ability to communicate technical instructions to end-users. • Ability to lead others. Ability to coordinate, plan and lead projects. • Ability to manage multiple projects simultaneously and to meet identified deadlines. • Ability to manage multiple high-priority initiatives in a fast-paced highly technical environment. • Ability to facilitate communication among departments, build trust, and develop relationships. • Ability to interpret business needs and identify technology solutions. • Ability to coordinate and manage the implementation of IT solutions.
TCU Core Competencies:
University Core Competencies definitions may be found on the Human Resources website and in the staff performance management system.
Physical Requirements (With or Without Accommodations):
• Visual acuity to read information from computer screens, forms and other printed materials and information. • Able to speak (enunciate) clearly in conversation and general communication. • Hearing ability for verbal communication/conversation/responses via telephone, telephone systems, and face-to-face interactions. • Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting. • Lifting and moving objects and equipment up to 10 lbs.
• Work is indoors and sedentary and is subject to schedule changes and/or variable work hours. • There are no harmful environmental conditions present for this job. • The noise level in this work environment is usually moderate.
As an AA/EEO employer, TCU recruits, hires, and promotes qualified persons in all job classifications without regard to age, race, color, religion, sex, sexual orientation, gender, gender identity, gender expression, national origin, ethnic origin, disability, genetic information, covered veteran status, or any other basis protected by law.
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