Manager - Customer Service, TECHNOLOGY
Manager - Customer Service, TECHNOLOGY
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Salary Not Disclosed
1 Vacancy
Job Description
Primary Purpose:
Provide strategic and operational leadership for CFISD Helpdesk System and Customer Care Center ensuring efficient and effective resolution of technology related issues for all staff students and parents. This role involves managing and developing a team of support professionals overseeing the helpdesk ticketing system and workflows implementing and maintaining robust support processes and knowledge resources and continuously striving to enhance the overall customer experience and minimize technology-related disruptions to the educational environment.
QUALIFICATIONS:
- Education/Degree(s):
- Required: Associate degree in Information Technology Management from an accredited college or university or a related field OR an equivalent combination of education and relevant experience (3 years in a supervisory role within a technical support or call center environment).
- Preferred: Bachelors degree in Business Administration or Information Technology Management plus 5 years managing a technical support team or call center including training performance evaluation and staff development ideally in a K-12 educational setting.
- Proven experience with helpdesk ticketing systems and call management software including reporting and analytics.
- Strong understanding of IT service management (ITSM) principles and best practices.
- Experience developing and implementing service level agreements (SLAs) and performance metrics.
- Experience with knowledge base management systems including creation maintenance and optimization
- Certifications:
- ITIL - Information Technology Infrastructure Library
- HDI - Help Desk Institute Supervisor Certification
- CCXP -Certified Customer Experience Professional
- Familiarity with the technology landscape within a K-12 environment including common hardware software and network infrastructure.
- Experience in recruitment onboarding and disciplinary actions for team members.
Special Knowledge/Skills:
- Exceptional leadership and team management skills with a proven ability to motivate mentor and develop staff.
- Excellent verbal and written communication interpersonal and presentation skills.
- Strong analytical and problem-solving skills with the ability to identify trends and implement process improvements.
- Ability to develop and implement customer service strategies and initiatives.
- Strong organizational and time management skills with the ability to manage multiple priorities.
- Ability to work effectively with diverse stakeholders including technical staff educators administrators students and parents.
- Commitment to providing high-quality customer service and support.
- Demonstrated ability to conduct performance evaluations provide constructive feedback and implement training programs.
- Proactive approach to identifying and resolving potential issues and improving service delivery.
- Ability to work effectively under pressure and consistently meet deadlines.
- Genuine interest in helping others and fostering a customer-centric environment.
TERMS OF EMPLOYMENT: 250 days
SALARY:
$78703 - TA 7
Salary Range (based on experience) as set by the Board of Trustees
MAJOR RESPONSIBILITIES AND DUTIES:
- Oversee daily operations of the Helpdesk System and Customer Care Center to ensure efficient and effective support services.
- Recruit onboard train and mentor call center staff to ensure they possess the necessary skills and knowledge to excel in their roles.
- Conduct regular performance evaluations provide constructive feedback and implement professional development plans for team members.
- Manage staff schedules assignments and workload to optimize resource utilization and ensure adequate coverage.
- Address and resolve employee issues and concerns in a timely and professional manner.
- Establish and monitor key performance indicators (KPls) and service level agreements (SLAs) to ensure high levels of customer satisfaction and efficient resolution times.
- Analyze Helpdesk and Call Center data and reports to identify trends areas for improvement and training needs.
- Develop and implement strategies and procedures to enhance the quality and efficiency of customer support services.
- Ensure adherence to established policies procedures and service
- Act as an escalation point for complex or unresolved customer issues ensuring timely and satisfactory resolution.
- Oversee the development maintenance and optimization of the knowledge base system to provide accurate and readily available information for staff students and parents.
- Identify opportunities for process improvement and implement changes to enhance efficiency and effectiveness.
- Stay informed about new technologies and best practices in customer service and help desk operations.
- Develop and maintain documentation for call center procedures and workflows.
- Act as the main liaison for communication between the Customer Care Center and other departments within Technology Services and the school district.
- Collaborate with other IT teams and stakeholders to ensure seamless support services and alignment with district technology goals.
- Communicate effectively with end-users regarding service outages planned maintenance and other relevant information.
- Prepare and present reports on call center performance and activities to the Director of Technology Support Services.
- Anticipate potential support issues and implement proactive measures to minimize disruptions.
Supervisory Responsibilities:
- Provide strong leadership and direction to the Customer Care Center team fostering a positive and collaborative work environment.
- Ensure staff development and proper training initiatives are executed.
- Maintain accountability for helpdesk operations and ensure adherence to established policies and procedures.
Mental Demands/Physical Demands/Environmental Factors:
- Tools/Equipment Used: Standard office equipment including personal computer and peripherals
- Posture: Prolonged sitting; occasional bending/stooping pushing/pulling and twisting
- Motion: Repetitive hand motions frequent keyboarding and use of mouse; occasional reaching
- Lifting: Occasional light lifting and carrying (less than 15 pounds)
- Work with frequent interruptions; maintain emotional control under stress
The foregoing statements describe the general purpose and responsibilities assigned to this job and are not an exhaustive list of all responsibilities and duties that may be assigned or skills that may be required.
All applications will be reviewed.
Not all applicants will be interviewed.
Hiring Managers may choose to email you regarding this application. Please monitor your email regularly for any communication.
Required Experience:
Manager
Employment Type
Full-Time
