Client Support Manager
Client Support Manager
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Salary Not Disclosed
1 Vacancy
Job Description
The Client Support Manager (Manager) leads a team of employees and student workers who provide handson technology support for faculty staff and students. The Manager oversees technicians who work across campus to install and repair computers laptops printers scanners and other peripherals install and configure software troubleshoot problems provide firsttier technical support and perform justintime training as needed. This position monitors tickets and ensures its team promptly addresses them. The Manager provides training to team members and serves as a technical resource for them identifies and reports widespread issues and assists in the development of communications and training materials as needed. This position leads a team of permanent staff temporary employees and student workers and works handson as well. The Manager reports to the Director of Client Technology Services CTS and is an important member of the Information Technology Services ITS technical support team. This is a midlevel position that works under the guidance of the director to provide exceptional support to the entire campus.
Minimum Requirements
Masters degree in computer science Information Technology or a related field with two years experience directly related to the duties of the position or Bachelors degree in computer science Information Technology or a related field with four years experience directly related to the duties of the position. Experience operating a service unit and managing a team in a complex and demanding environment. Experience with Windows Macintosh and iPad configuration and technical support and management tools such as AD Audit and Microsoft Endpoint Configuration Manager. Experience with a variety of desktop applications such as Microsoft Office and communication platforms including email social media text Zoom and Teams. Experience developing communications and documentation for use by end users and technical staff. Experience managing a ticket system. Knowledge of technologies and standards to meet ADA compliance for special needs. Strong customer service orientation and ability to partner with other units and foster a team spirit. Strong interpersonal and communication skills and the ability to work effectively in a diverse community. Strong decisionmaking and detailoriented skills.
Preferred Years Experience Skills Training Education
Experience with Papercut Print Management software Cherwell Service Management CrowdStrike and Cisco Finesse contact center software. Basic knowledge of ISO 27002 and NIST SP 800171 security controls.
Required Experience:
Manager
Employment Type
Full-Time
