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IT Customer Service Manager

Employer
College of the Holy Cross
Location
Massachusetts, United States
Salary
Salary Not specified
Date posted
May 27, 2022

Job Details



IT Customer Service Manager


About College of the Holy Cross:

Founded in 1843 in Worcester, Massachusetts, the College of the Holy Cross is among the nation's leading liberal arts institutions. A highly selective, four-year, exclusively undergraduate college of 3,100 students, Holy Cross is renowned for offering a rigorous, personalized education in the Jesuit, Catholic tradition.

Holy Cross highly values the unique skills, perspective, talents and passion that each employee contributes to its learning community. To work at The College is to accept an invitation to participate in the growth and development of all campus members, students, faculty and staff. The College's commitment to diversity is an important feature of the Holy Cross education. Informed by the presence of diverse interpretations of the human experience, Holy Cross is building a community marked by freedom, mutual respect, and civility. We seek others who support our values of diversity and inclusiveness. Job candidates of all diverse backgrounds who embrace the open and inclusive culture of Holy Cross are welcome and encouraged to apply.


Job Description:

Job Summary

Reporting to the Director of IT Customer Experience, the Customer Service Manager is responsible for managing the technical support team who will troubleshoot, manage, and resolve support issues, ensuring exceptional customer service is provided to the College community. The Customer Service Manager also assists the technical support team in troubleshooting and resolving technical issues, and hiring, managing, and scheduling of student employees.

Major Areas of Responsibility
  • Manage the technical support team that will analyze, troubleshoot, document, manage, and resolve Windows, Mac, and related network/hardware/software support issues.
  • Provide technical support as needed on hardware and software software issues.
  • Document processes and procedures.
  • Hire, schedule, and manage student employees.
  • With the Director of IT Customer Experience, monitor and maintain key performance indicators, ensuring superior customer service.
  • Stay on top of emerging technologies, including major OS upgrades, to ensure first-class support is always available to our community.
  • Other duties as assigned.



Requirements:

Minimum Qualifications
  • Bachelor's degree in Information Systems or equivalent and at least 7 years of relevant experience.
  • Strong focus on customer service required.
  • Strong knowledge of Windows, Mac, and iOS platforms required.
  • Proven history of managing technical support teams required.
  • Ability to prioritize and troubleshoot complicated technical problems required.
  • Knowledge of Windows deployment methodologies and Windows Group Policy management preferred.
  • Experience with and knowledge of the effective usage of an IT service management system.
  • ITIL certification required.
  • 3+ years implementing ITIL in a service desk environment.
  • Strong knowledge of Google Apps for Education preferred.
  • Ideal candidates will have a history of creative and innovative solutions, with a focus on evolving the support paradigm.


Core Competencies

Skills that are required for this job and are in line with the College's mission e.g.
  • Supervision
  • Dependability
  • Flexibility
  • Service Oriented
  • Excellent Written & Verbal Communication
  • Proficient Problem Solving
  • Understands Risk Management
  • Excellent Innovation/Creativity
  • Strong Teamwork & Team Facilitation
  • Strong Interpersonal Skills
  • Understands, values and respects diversity as an individual, in a team and within groups while fostering an inclusive and supportive environment.

To mitigate the spread and effects of COVID-19, and as an integral part of its public health and safety measures, College of the Holy Cross requires that all successful applicants show proof of full, up-to-date vaccination (including a booster dose once eligible) by an FDA-approved COVID-19 vaccine before beginning employment, unless an accommodation exempting the applicant from this policy has been granted. Applicants who wish to request an accommodation based on a disability or sincerely-held religious belief should inform Human Resources after an offer of employment is extended; please do not include any medical, genetic, or religious information in your application materials.


Additional Information:

This is a full-time, exempt-level level position with an annual salary of $82,000 - $88,000. The College is committed to providing competitive market pay for its employees. The College also offers a competitive benefits package for full-time staff, including:
  • 10% College contribution to the 403(b) Retirement Plan (1-year wait waiver available)
  • Hybrid work
  • NEW - condensed summer 4-day work week
  • Tuition benefits
  • Wellness programs & ongoing Training and Development opportunities
  • Generous paid time off
  • Free parking and free use of the athletic/fitness facilities.
  • Click here to learn more.


College Description

The College of the Holy Cross is a private, Jesuit Catholic, undergraduate institution serving approximately 3,100 students. Founded in 1843, Holy Cross is the oldest Catholic college in New England and has a tradition of academic excellence. It is located atop Mount Saint James in Worcester, Massachusetts. The picturesque, 174-acre campus is an award-winning and registered arboretum.

Region Description

Worcester is a city of approximately 200,000 people centrally located in the Commonwealth of Massachusetts. It is approximately one hour from Boston, Hartford, and Providence, and three hours from New York City. Worcester is known as the Heart of the Commonwealth. Worcester offers many cultural and recreational opportunities which you can read more about here.

The College is an Equal Employment Opportunity Employer and complies with all Federal and Massachusetts laws concerning Equal Opportunity and Affirmative Action in the workplace.

A member of the Higher Education Consortium of Central Massachusetts (HECCMA).


Application Instructions:

Please attach a cover letter addressing the position requirements along with your resume.

In your cover letter please address how your work might support the College's mission as a Jesuit, undergraduate liberal arts college (see http://www.holycross.edu/mission) and its core commitment to diversity and inclusion. Please provide examples of any past work that illuminate your commitments in these areas. For more information, please visit http://holycross.edu/diversity.

Review of applications will begin as received and continue until the position has been filled.







To apply, visit https://holycross.interviewexchange.com/jobofferdetails.jsp?JOBID=148002

The College of the Holy Cross is a highly selective Catholic liberal arts college in the Jesuit tradition. It enrolls about 3,000 students and is located in a medium-sized city 45 miles west of Boston. The College seeks faculty members whose scholarship, teaching, advising, and on- and off-campus service demonstrate commitment to the educational benefits of a richly diverse community. Holy Cross aspires to meet the needs of dual-career couples, in part through its membership in Higher Education Consortium of Central Massachusetts (http://www.heccma.org) and the New England Higher Education Recruitment Consortium (https://new-england.hercjobs.org/) jeid-a67dff425721a3428c9267ddfad4c53b

Company

College of the Holy Cross

Founded in 1843 in Worcester, Massachusetts, the College of the Holy Cross is among the nation's leading liberal arts institutions. A highly selective, four-year, exclusively undergraduate college of 3,100 students, Holy Cross is renowned for offering a rigorous, personalized education in the Jesuit, Catholic tradition. Holy Cross highly values the unique skills, perspective, talents and passion that each employee contributes to its learning community. To work at The College is to accept an invitation to participate in the growth and development of all campus members, students, faculty and staff. The College's commitment to diversity is an important feature of the Holy Cross education. Informed by the presence of diverse interpretations of the human experience, Holy Cross is building a community marked by freedom, mutual respect, and civility. We seek others who support our values of diversity and inclusiveness. Job candidates of all diverse backgrounds who embrace the open and inclusive culture of Holy Cross are welcome and encouraged to apply.

Our home city of Worcester, Massachusetts offers cultural, professional and recreational opportunities for students of every interest — from the masterworks displayed in the Worcester Art Museum to the one-of-kind restaurants on Shrewsbury Street. And with the ski slopes of Vermont and New Hampshire, the stunning beaches of Rhode Island and Cape Cod, and the cities of Boston and Providence all within striking distance, there’s much to discover throughout this dynamic six-state region.

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