Customer Relationship Manager
- Employer
- Georgia Southern University
- Location
- Georgia, United States
- Salary
- Salary Not specified
- Date posted
- Jan 13, 2021
View more
- Position Type
- Administrative, Business & Administrative Affairs, Computer Services & Information Technology
- Employment Level
- Administrative
- Employment Type
- Full Time
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Customer Relationship Manager
About Us
Join Our Team at Georgia Southern!
Georgia Southern is a dynamic university with three vibrant campuses in Hinesville, Savannah and Statesboro serving the communities in Southeast Georgia. As a Carnegie Doctoral/R2 institution, our world-class scholars instruct about 26,000 students in associate's, bachelor's, master's and doctoral level degree programs. Whether you are seeking the charm of a small town, the traditions of a historical/urban destination near the beach or supporting our military service members and their families, Georgia Southern offers its faculty and staff the best of all worlds!
Beyond an ideal location, there is a place for you to work in an exciting environment abounding with opportunities for personal and professional growth. We are steeped in tradition and devoted to academic distinction in teaching, scholarship and service. In 2018 Forbes Magazine listed Georgia Southern, along with 10 other Georgia companies or institutions, as one of America's Best Midsize Employers. Georgia Southern University is passionate about serving our region while preparing our students to be lifelong scholars, leaders, and responsible stewards of their communities and the world.
Department Information
0627100 - IT Service and Delivery
Job Summary
Manage and lead technical team to provide responsive and consultative desktop support to students, faculty, staff, and other entities across campus. Serve as liaison between department, service teams and customer to ensure that response times meet departmental and University service standards. Support students, faculty, and staff and other entities that require desktop or technical support.
Responsibilities
- Perform related duties as assigned to support the mission of
the University
- Monitor inventory, classroom infrastructure/equipment upgrades
and methodology
- Develop and deliver Service Level Agreements (SLAs) to assigned
customers along with monitoring to ensure response times are
met
- Work with colleagues to develop a training plan for technical
staff to include FT and student worker
- Set team work schedules
- Assign tasks
- Set expectations for serving customers and
timelines/deadlines
- Manage special projects and technical requests submitted by
University customers
- Supervise support technicians who provide desktop support for
hardware, software, peripherals, and various services across the
Windows and Macintosh operating systems including, but not limited
to: installation, configuration, troubleshooting, consultation, and
training
- Manage documentation of all reported issues
- Collaborate with other support teams to ensure response times
within service level agreements are reached
- Promote environment of outstanding customer service among team
members and the University population
- Act in a consultative role for customers to understand specific
application requests and provide appropriate
solutions/recommendations
- Required on-call
- Monitor, track and resolve tickets assigned to support area
queue
Manage a team of full time IT technical support specialists - Manage team of students to supplement delivery of services and
face-to-face support
- Evaluate and hire new staff members
- May act as technical lead and/or project manager on special
projects or technical requests submitted by customers
- Deploy software
- Maintain and install lab machines
Required Qualifications
Educational Requirements - Bachelor's Degree
Other Required Qualifications - A+; Netplus certification- must be required within the first
six (6) months of employment
Required Experience - Three (3) or more years of related work experience
Preferred Qualifications
Additional Preferred Qualifications - Familiarity with regulatory policies and procedures such as
HIPAA, PCI, and FERPA
Preferred Educational Qualifications - Master's degree
Preferred Experience - Five (5) years of experience
- Two (2) years of supervisory experience
- Three (3) years experience in a higher education
environment
- Experience with Enterprise and/or Line-Of-Business
applications
- Experience with Higher Education Auxiliary Enterprises (Retail
Services, Dining, Card Services, Parking and Transportation), Life
Safety, University Housing, Student Health Services, Facility
Services, Controllers/Financials, and Human Resources
Proposed Salary
$50,000 - $60,000
Required Documents to Attach
Please provide three (3) professional references in the Required Documents to Attach section on your application.
Knowledge, Skills, & Abilities
ABILITIES - Consistently exhibit engaging customer service
- Navigate web access and email with or without reasonable
accommodation
- Proven proficiency with computers including Microsoft Office,
Google, and/or applications as required for specific
position
- Ability to work well in a diverse environment
- Respond quickly to customer issues, learn and adapt to new
technologies
- Ability to multi-task and use independent judgment
- Manage competing demands and adapt to frequent
changes
- Learn and adapt to new technologies and interpret to provide
solutions for customer needs or issues
- Remain current on technology changes to respond quickly to
customer issues
KNOWLEDGE - Adhere to University policies and procedures to meet
Institutional goals and support University's mission for student
success
- Understanding of procedures and willingness to follow
University policies to meet institutional goals
- Knowledge of Divisional application servers and information
systems installed; understand risk, recommend preventive measures
and respond to incidents
- Knowledge of various hardware and software systems, integrated
systems, and event driven programs
- Understand how to resolve client/server computing issue
SKILLS - Demonstrate commitment to inclusiveness by working well with
diverse populations
- Excellent verbal and written communication skills
- Demonstrated organizational and human relation
skills
- Demonstrate appropriate organizational skills as required for
specific position
- Troubleshoot and escalate issues to ensure customer
satisfaction
- Demonstrated ability to work in cross-functional
environment
- Proven experience in IT operations
- Must be highly analytical, have a passion for details, and
capable of translating analytical insights into action
- Demonstrated ability to work in a team of cross-functional
environment
- Strong organizational skills with the ability to prioritize,
multi-task, address issues quickly and professionally, and meet
deadlines
Apply Before Date
January 29, 2021
Contact Information
For more information or questions about a job posting, please contact the Department of Human Resources by phone at (912) 478-6947 or by email at hrservice@georgiasouthern.edu.
For technical support, please call the Shared Services Center at (877) 251-2644 or oneusgsupport@usg.edu.
Conditions of Employment - Georgia Southern University is a Tobacco and Smoke-Free
Community.
- Successful completion of background investigation and legal
authorization to work in the US prior to employment
- Must be able to perform duties and responsibilities with or
without reasonable accommodation
Offers of employment are contingent upon completion of background investigation including a criminal background check demonstrating your eligibility for employment with Georgia Southern University, as determined by Georgia Southern University in its sole discretion, confirmation of the credentials and employment history reflected in your application materials and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test.
Offers are made expressly subject to the applicable federal and state laws, to the statutes, rules and regulations of this institution and to the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.
Equal Employment Opportunity
Georgia Southern University provides equal opportunities to all employees and applicant for employment without regard to race, color, sex, sexual orientation, gender identity or expression, national origin, religion, age, veteran status, political affiliation, or disability. Individuals in need of reasonable accommodations under the America with Disabilities Act to participate in the search process should notify Human Resources: (912) 478-6947.
Other Information - Must be able to perform duties and responsibilities with or
without reasonable accommodation.
- Work is generally performed in an office environment
- May be required to sit for long periods of time
- May be required to climb ladder
- Ability to work on call after hours
- Work extends beyond the normal 40-hour work week including
nights and weekends
- Required to manage multiple complex projects simultaneously
under pressure of deadlines and working in a fast paced information
technology environment
Background Check
Standard and Education
Other Information
Believing that diversity, equity, and inclusion contribute to excellence in the workplace and to the quality of the University's academic environment, Georgia Southern University is committed to recruiting and retaining diverse faculty and staff to support, promote, and serve a diverse student body and promote Inclusive Excellence. Candidates from historically underrepresented groups, whose work furthers the institution's Inclusive Excellence goals, and who bring to campus varied life experiences, perspectives and backgrounds are especially encouraged to apply.
To apply, visit: https://careers.hprod.onehcm.usg.edu/psp/careers/CAREERS/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=39000&JobOpeningId=223077&PostingSeq=1
jeid-9ca88d570aaa0a49a8a111627896605a
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