Client Services Support Manager

Description

Number of Vacancies: 1

Area of Consideration: Open To The Public

Position Status: Full-Time, Regular

Pay Plan, Series & Grade:

Salary Range: $90,000

Closing Date: Open Until Filled

Location: 4200 Connecticut Ave NW, Washington, DC 20008

Brief Description of Duties

The primary purpose of the Client Services Support Manager is the delivery, management, and improvement of IT services to support and meet user needs. The Client Services Support manager will be responsible for the oversight and leadership for Client Services including, but not limited to: the IT Service Desk, Tier Two technical support, onboarding, IT asset management, incident/escalation management, software library, IT service catalog, etc.; collaborates with other Office of Information Technology units to manage Tier One and Tier Two technical support for the University; integrate industry-wide best practices to extend and improve the levels of IT service for faculty, staff, students and guests in support of the University’s mission and goals and performs other duties as assigned.

The incumbent works under the direct supervision of the Associate Vice President of Information Technology with general oversight provided by the Vice President of Information Technology. In addition, the Incumbent works closely with other Directors and staff in the OIT department, as well as other leaders throughout the University, to advance program goals and achieve strategic outcomes.

Essential Duties and Responsibilities

• Lead and contribute directly to the strategy, development, implementation, sustainment, quality, and continuous improvement in IT Service Management processes and the OIT’s service delivery capability.
• Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.
• Create, establish, monitor, measure, and report on a comprehensive set of metrics and Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.
• Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.
• Partner and collaborate with other teams to deliver a holistic IT Service Management program with a coordinated set of continuous improvement initiatives.
• Establish standards and procedures for reporting and documentation.

Minimum Job Requirements

• Bachelors’ Degree in Computer Science or related field and/or commensurate experience working in similar positions.
• At least 10 years of progressively responsible IT experience combining IT service management delivery, solutions implementation, project management, operations management, team leadership, with sensitivity and commitment to business problem-solving.
• Five years successfully managing client service team.
• Demonstrated experience in leading diverse teams.
• ITIL v3 Expert certification.

Required Competencies:

• Knowledge of developing and managing SLAs, KPIs, and critical success factors for IT Services, processes, operations, and work environments.
• Knowledge of developing and managing continuous improvement programs using ITIL principles and framework
• Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.
• Service, project, and results-orientation, with strong analytical and problem-solving skills.
• Experience in IT design, setups, installation, implementation, and maintenance. Ability to manage finite resources and juggle multiple priorities in a high-demand environment.
• Evidence of strong client orientation and ability to form and build effective client relationships.
• Exceptional verbal and written communication skills; expertise in setting and managing customer expectations.
• Effective influencing and negotiating skills in an environment in which this role may not directly control resources.
• Strong knowledge and understanding of business needs, with the ability to establish and maintain a high level of customer trust and confidence.

Information to Applicant

Collective Bargaining Unit (Union): This position is not part of the collective bargaining unit.

Employment Benefits: Selectee will be eligible for health and life insurance, annual (vacation) and sick leave and will be covered under the University of the District of Columbia' s retirement plan (TIAA).

Equal Opportunity Employer: The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political affiliation.

Notice of Non-Discrimination: In accordance with the D.C. Human Rights Act of 1977, as amended, D.C. Official Code, Section 2-1401.01 et. seq., (Act) the University of the District of Columbia does not discriminate on the basis of actual or perceived actual race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, marital status, personal appearance, genetic information, familial status, source of income, status as a victim of an intrafamily offense, place of residence or business, or status as a covered veteran, as provided for and to the extent required by District and Federal statutes and regulations. Sexual harassment is a form of sex discrimination which is also prohibited by the Act. In addition, harassment based on any of the above protected categories is prohibited by the Act. Discrimination in violation of the Act will not be tolerated. Violators will be subject to disciplinary action.

Veterans Preference: Applicants claiming veterans preference must submit official proof at the time of application.

Visa Sponsorship: At this time, the University of the District of Columbia does not provide sponsorship for visas (e.g. H-1B). This position is also ineligible for Optional Practical Training (OPT).

Residency Preference: A person applying for a position who is a bona fide District resident at the time of application for the position, may be awarded a 10-point residency preference over non-District applicants, unless the person declines the preference points. If selected, the person shall be required to present no less than 8 proofs of bona fide District residency on or before the effective date of the appointment and maintain such residency for 7 consecutive years from the effective date of the appointment. Failure to maintain bona fide District residency for the 7-year period will result in forfeiture of employment.

Drug-Free Workplace: Pursuant to the requirements of the Drug-Free Workplace Act of 1988, the individual selected to fill this position will, as a condition of employment, be required to notify his/her immediate supervisor, in writing, not later than five (5) days after conviction of any criminal drug statute occurring in the workplace.

Background Investigation: Employment with the University of the District of Columbia is contingent upon a satisfactory background investigation. The determination of a 'satisfactory background investigation' is made at the sole discretion of the University of the District of Columbia. The University may refuse to hire a finalist, rescind an offer of employment to a finalist or review and may terminate the employment of a current employee based on the results of a background investigation.

Disposition of Resume: Resumes received outside the area of consideration and/or after the closing date will not be given consideration. You must resubmit your resume to receive consideration for any subsequent advertised position vacancies. For the purpose of employment, resumes are not considered job applications. Therefore, if selected for employment a UDC application will be required.

Job Offers: Official Job Offers are made by the University of the District of Columbia, Office of Talent Management only.

Contact Information: All inquiries related to employment and job applications should be directed to UDC Office of Talent Management at (202) 274-5380.

The University of the District of Columbia is an Equal Opportunity/Affirmative Action institution. Minorities, women, veterans and persons with disabilities are encouraged to apply. For a full version of the University’s EO Policy Statement, please visit: https://www.udc.edu/human-resources/equal-opportunity/ .