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Director, Client Services

Apply now Job no: 514086
Department: Off of Information Technology
Work type: Management (MPP)
Location: Stanislaus - Turlock
Categories: MPP, At-Will, Full Time, Information Systems & Technology

    • Position Summary
    • Full-time position under the Management Personnel Plan (MPP) available on or after July 11, 2022 in the Office of Information Technology.

       

      Under the general direction of the Deputy Chief Information Officer, the Director, Client Services is responsible for managing the Client Services group within the Office of Information Technology, which provides desktop technical support, technology training and communication outreach to all students, faculty, and staff. Client Services is the primary contact point for all IT-related service and support requests fulfilled by OIT. The incumbent will manage professional and student staff providing "hands-on” and call center hardware and software technical support for all end-user technology, including desktop and laptop computers, printers, desktop and enterprise software applications, and a variety of mobile devices. The incumbent is responsible for the overall day-to-day administration and supervision of the Client Services group. The incumbent prepares technical information for use by the university community using language appropriate to a non-technical audience and published in web and print-based formats. The incumbent will maintain performance metrics to document service level achievements for OIT functions and will administer the work order system used to record, assign, and document all work requests. The Director is responsible for developing and maintaining working relationships with technical support staff working outside of OIT to ensure they are informed about campus technology policies and procedures.

      The incumbent serves on assigned committees and attends and participates in campus meetings/events/activities as a representative of OIT, participates in employee training opportunities and professional development activities, and develops successful partnerships with other CSU campuses and other educational institutions.

       

    • Job Duties
    • Duties include but are not limited to:
      • Hire, train and evaluate Technology Support Desk staff and student assistants.
      • Coach and train staff to be effective service providers.
      • Provide continuous training and technical support to Help Desk staff and student assistants.
      • Manage work assignments and schedules to provide full day and evening coverage seven days a week, based on the needs of the academic calendar.
      • Direct staff in leading the life cycle process of university-owned computer equipment, including new technology evaluation, recommendation, deployment, data backup, access to applications, support, and removal of technology from service.
      • Ensure that the OIT system to track Technology Support Desk calls is being used in the most effective and efficient manner.
      • Administer software and generate reports.
      • Collaborate with other OIT units to deliver first-rate service.
      • Continually seek ways to assess (through interviews and surveys) and improve customer service.
      • Monitor response to customers by other units within OIT.
      • Regularly make follow-up calls to users to ensure that OIT service is excellent.
      • Inform OIT managers of any problems in the handling of calls and requests by staff in their units
      • Manage and build reports using endpoint, asset, metrics and software management tools.
      • Develop and implement process improvements to meet business goals.
      • Identity and manage resources for process improvement projects.
      • Assist in planning and executing process improvement projects Working with the OIT managers, develop Standard Operating Procedures (SOP) for support services.
      • Working with the communications department, develop processes for web content management.
      • Develop automation of common processes (updates, software installation, etc.)
      • Other duties as assigned.
    • Minimum Qualifications
    • Experience:  Three or more years of management experience in a call center, tech support or customer service setting.

      Education
      :  Bachelor’s degree in computer science, information systems, communications, business administration, or a related field. (Additional specialized training and administrative work experience involving the study, analysis, and evaluation leading to the development or improvement of administrative policies, procedures, practices, or programs may be substituted for the required education on a year-for-year basis.)
    • Preferred Qualifications

      • Advanced degree.
      • ITIL Certification.
      • Project Management Professional certification or training (PMP).
      • Experience with TeamDynamix or other ticketing/project management systems.
      • Prior work experience in a higher education setting.
      • Demonstrated presentation skills.
      • Prior experience with PeopleSoft application software. Prior experience with learning management software (Canvas).
      • Experience in marketing and communications in a higher education environment.
      • Experience with instructional technologies and science.
    • Knowledge, Skills, Abilities

      • Thorough understanding of personal computer hardware and software, including PC and Apple equipment, Microsoft Windows, Apple OS X, Microsoft Office, and other common personal computer software applications.
      • Knowledge of mobile device hardware and software (cellular phones, tablets).
      • Demonstrated strong organizational skills, including the ability to work independently and to manage and prioritize multiple projects and deadlines.
      • Excellent written and verbal communication skills and the ability to analyze data/metrics and present conclusions or trends.
      • Experience developing and delivering professional development and/or training.
      • Experience in working effectively and collegially with diverse personnel, including faculty, administrators, staff, students, and constituents external to the university.
      • Demonstrated attention to detail, establishing and adhering to priorities, taking initiative, working independently, and building teams.
      • Excellent verbal and written communication skills;
      • Substantial technical expertise with a variety of desktop and networking technologies and computer platforms.
      • Ability to stay calm and focused in difficult customer-service situations.
      • Must be able to conduct group meetings and clearly explain complex technical information in both verbal and written modes.
    • Special Conditions
    • CSU requires faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption from doing so.  Any candidates advanced in a currently open search process should be prepared to comply with this requirement. The systemwide policy can be found at:
      https://calstate.policystat.com/policy/9779821/latest/
    • Compensation & Benefits
    • Commensurate with qualifications and experience.  As a member of the 23-campus CSU System, we offer an extremely competitive benefits package that includes, but is not limited to, outstanding vacation, health, dental, and vision plans; a fee waiver education program; membership in the California Public Employees Retirement System (PERS); and 14 paid holidays a year. Link to Benefits Summary: CSU Employee Benefit Summary

    • How to Apply
    • To be considered, qualified candidates must submit a completed Stanislaus State online employment application, cover letter, and resumé. Applications are accepted electronically only.  Please note that failure to completely fill out each section of the online application may result in your application not receiving consideration.  To apply online, please click the “Apply Now” button on this page.
    • Application Deadline
    • OPEN UNTIL FILLED; SCREENING TO BEGIN ON OR AFTER JUNE 13, 2022. (Applications received after the screening date will be considered at the discretion of the university.)

    • Criminal Background Clearance Notice
    • Satisfactory completion of a background check (which includes checks of employment records, education records, criminal records, civil records; and may include motor vehicle records, professional licenses, and sex offender registries, as position requires) is required for employment.  CSU will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information.  Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was conditionally offered the position.

    • Additional Information
    • Campus & Area

      California State University, Stanislaus serves the San Joaquin Valley and is a critical educational resource for a six-county region of approximately 1.5 million people. The University is fully committed to creating a culture of diversity and inclusion – one in which every person in the University community feels safe to express their views without fear of reprisal. Widely recognized for its quality academic programs, the University has 10 nationally accredited programs and 662 faculty members. 94 percent of full-time faculty holds doctorates or terminal degrees in their fields. The University offers 43 undergraduate majors, 16 master's programs, 7 post-graduate credentials, a doctorate in education and serves more than 10,000 students. New instructional facilities have been built for the unique pedagogy of professional programs, laboratory sciences and performing arts.

      Stanislaus State continues to receive national recognition with its ranking as one of the best 384 colleges in the nation by The Princeton Review. The University was one of 12 public universities in the nation to be recognized by the American Association of State Colleges and Universities for demonstrating exceptional performance in retention and graduation rates. In addition, U.S. News and World Report ranks Stanislaus State in its top 10 among public universities in the West, while Washington Monthly honored Stanislaus State as the West’s No. 1 university for the money. Stanislaus State also is recognized as a Hispanic-Serving Institution (HSI) by the U.S. Department of Education.

      Clery Act Disclosure

      Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the annual security report (ASR), is now available for viewing at https://www.csustan.edu/annual-campus-security-report. The ASR contains the current security and safety-related policy statements, emergency preparedness and evacuation information, crime prevention and sexual assault prevention information, and drug and alcohol prevention programming. The ASR also contains statistics of Clery Act crimes for Stanislaus State for the previous three years. A paper copy of the ASR is available upon request by contacting the office of the Clery Director located at One University Circle, Turlock, CA 95382.

      Equal Employment Opportunity

      The university is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, national origin, sex, sexual orientation, covered veteran status, or any other protected status. All qualified individuals are encouraged to apply.  The person holding this position is considered a ‘mandated reporter’ under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083, revised 7/21/17, as a condition of employment.

      Applicants requiring necessary accommodations to the application process may contact the Human Resources Department at (209) 667-3351.  California Relay Service is available at (800) 735-2922 voice and (800) 735-2929 TDD.  As a federal contractor, we are committed to attracting a diverse applicant pool.  Please consider completing the Voluntary Self-Identification of Disability form (your response will not be shared with the search committee) at:  Voluntary Self-Identification of Disability PDF Form.

      CSU Stanislaus hires only individuals lawfully authorized to work in the United States.  In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

    •  
    • The individuals who appear to be the best qualified for this position will be contacted by telephone or email for an interview.

      INFORMATION CONTAINED IN THIS ANNOUNCEMENT MAY BE SUBJECT TO CHANGE WITHOUT NOTICE

       

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