Client Systems Support Manager

Client Systems Support Manager

Athens State University

Closing Date:

Job Duties:
The Athens State University Client Systems Support Manager provides technical support to students, faculty, and staff in their use of information and communication technologies both on and off campus. The primary function of the Client Systems Support Manager is to develop, manage, and enhance the processes, functions, and efficiency of the Help Desk so it can support the delivery of quality technical support services to all university stakeholders.

ESSENTIAL FUNCTIONS:

• Manage and maintain the Athens State University Help Desk
  o Develop and modify procedures to enhance the efficiency of the Help Desk
  o Recruit and retain Tier 1 Help Desk support personnel
  o Supervise Tier 1 Help Desk support personnel in day-to-day operations
  o Manage after hours and weekend services as needed
  o Stay current with systems and technologies used on campus from various departments to proactively address end-user needs
  o Develop and modify tactics to improve the accessibility of the Help Desk around campus
  o Establish expectations for communications and understanding between Tier 1 and Tier 2 support personnel
  o Manage technology equipment inventory assigned to Help Desk
  o Develop and implement a consistent method of writing, categorizing, and escalating work orders based on Tier 2 support requirements
  
• Proactively address common end-user problems and create methods to address those issues
  o Continually identify top issues, topics, and trends reported to the Help Desk
  o Work closely with Information Technology Services and Academic Technology Services staff members to understand user needs and technical service requirements of the campus
  o Develop and modify support resources to empower end-users to resolve their own problems
  o Identify external trends that could impact end-users and work on strategies to resolve these issues
  o Develop student, faculty, and staff onboarding orientations on accessing campus systems and using Help Desk services
  
• Develop and manage Help Desk web page
  
• Create and nurture a cooperative and collaborative atmosphere that emphasizes customer service and support
  o Establish consistent expectations with all customers following established service protocols and timelines for efficient and effective service delivery
  o Develop and nurture relationships with campus entities and units to better determine their support needs
  o Remain current with trends, software, and best practices in help desk and customer support (ex: readings, webinars, conferences, etc.)
  o Practice quality customer service in all interactions with the University community
  o Works toward continuous improvement of the department through efficiency and end-user empowerment in support of the University mission
  o Demonstrates flexibility and adaptability to changing work scope and task based on needs
  o Proactively engages in problem solving related to tasks in this position with internal and external people
  o Identifies opportunities for improvements to work practices and offers viable solutions for implementation
  o Routinely practices self-monitoring by assessing self to make improvements or take corrective action
  o Actively works towards building cooperative and collaborative relationships with peers and internal customers
  o Other duties as assigned or required to meet the mission of the Help Desk
  
  
  Required Qualifications:
  QUALIFICATIONS REQUIRED:
  • Bachelor’s degree from a regionally accredited institution
  • 2-3 years’ experience supporting computing technology
  • Strong computer skills (diagnosis, repair, troubleshooting, etc.)
  • Strong interpersonal communication skills (written and verbal)
  • Able to organize, multi-task, and stay customer centered during high volume service periods
  • Patience to work with customers with diverse interests and competence in the use of technology
  
  QUALIFICATIONS PREFERRED:
  • At least one year of customer service experience
  • Computer related certifications or degrees that show continuing education
  • Strong presentation and public speaking skills
  • Ability to design and develop technical instructions
  
  
  Salary Schedule:
  Salary Band: P202
  To view salary schedules visit: https://www.athens.edu/human-resources/salary-schedule-tables
  Salary will be commensurate with experience and qualifications.
  
  
  Special Instructions to Applicants
  Unofficial transcripts should be from the college or university which verifies minimum qualifications for the position. Upon an offer of employment, official transcripts from all colleges and universities attended must be submitted. Continued employment is contingent upon receipt of transcripts from all colleges and universities attended.
  
  Please provide contact information for three professional references on your application.
  
  To be considered for this position please visit our web site and apply on line at the following link: https://jobs.athens.edu/postings/search
  
  About Athens State University
  Located in historic Athens, Alabama, Athens State University offers junior and senior-level coursework to community college graduates and transfer students holding sufficient credits from other institutions. Presently, over 3,100 students have selected Athens State because of its neighborly environment where 50 majors and degree programs are offered, with courses taught by a supportive and exceptional faculty. Approximately 80% of the students are enrolled in at least one online course. The typical student is a working adult who commutes. Recently, the University was featured in the 2015 Best Value Online College Rankings by OnlineU.org for four online programs including computer science, accounting, education and human resources. The University offers undergraduate degree programs in Liberal Arts, Teacher Preparation, and Business. The University employs more than 350 full and part-time employees with approximately 90 full-time faculty members in three colleges: College of Arts and Sciences, College of Business, and College of Education. Seventy-five percent of the full-time faculty members hold a terminal degree. The University is accredited by the Southern Association of Colleges and Schools Commission on Colleges.
  Athens, Alabama is located in north Alabama equidistant between Nashville, TN and Birmingham, AL. Athens is home to several events and festivals that have been featured as the Southeast Tourism Society’s “Top 20 Events in the Southeast” including the Athens Storytelling Festival and the Tennessee Valley Old Time Fiddlers Convention.
  
  In accordance with Athens State University Policy and guidelines, the applicant chosen for employment will be required to sign a consent form for a criminal background check. Employment will be contingent upon the receipt of a clearance notification from that criminal background check.
  
  Non-Discrimination Policy Statement Athens State University, as an equal opportunity/affirmative action institution, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. Athens State University does not discriminate on the basis of race, color, national origin, age, marital status, gender, gender identity, gender expression, pregnancy, sexual orientation, disability, religion, genetic information, or veteran status in employment, or admissions to or participation in educational programs and activities. Inquiries or concerns may be addressed to the Office of the Vice President of Enrollment and Student Support Services, 300 N. Beaty St., Athens, AL 35611, 256- 233-8175.
  
  
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