Senior Manager, Customer Experience
About The Position
The Senior Manager of Customer Experience is responsible for the effective management and delivery of the Tier 2 IT Service Operations services to the customers and users. These services include being an on-call escalation point for the IT Service Desk (ITSD), Desktop Support, Asset Management, Procurement, Roll-on/Roll-off, and inbound actions of support for the ITSD Operations for the Newark Campus location. They supervise and ensure the service given to customers meets the standards set by metrics. The Senior Manager of Customer Experience has end-to-end responsibility for ensuring the resolution of incidents and fulfillment of service requests across OTDI and our customers based upon service Key Performance Indicators and supervises staff and the process work flow for the defined processes. This role requires the ability to use, understand and interpret the Best Practice rules and procedures to ensure adherence to the OTDI ITSM processes. The Senior Manager is responsible for communicating with clients and users regarding the type of service they want to receive. They work closely with key customer contacts and OTDI Relationship Management to understand the needs of OTDI Managed IT customers and coordinate support and services in fulfillment of those needs. This role analyzes training, workflow and procedural needs, implements corrective action, and helps to establish the IT Service Desk Operations as the single point of contact within the user community. This role provides information and input to Director of Service Operations and assumes responsibility for human resources functions for direct reports, including employment and performance management.
Requirements
- Bachelor's degree or equivalent experience
- Seven years of experience providing customer support in a technical environment
- Experience using a call management system
- Demonstrated supervisory skills
- Proven track record of effective organizational change and positive cultural transformation
Nice To Haves
- Twelve years of experience
- 3+ years managing a team of full-time IT Support Professionals
- ITIL Foundation certificate
- Moving forward to achieve the ITIL intermediate certification in their specific process
Responsibilities
- Effective management and delivery of Tier 2 IT Service Operations services.
- Serve as an on-call escalation point for the IT Service Desk (ITSD), Desktop Support, Asset Management, Procurement, Roll-on/Roll-off, and inbound actions of support for ITSD Operations.
- Supervise staff and ensure service to customers meets established metrics.
- Ensure resolution of incidents and fulfillment of service requests based on service Key Performance Indicators.
- Supervise staff and process workflow for defined processes.
- Use, understand, and interpret Best Practice rules and procedures to ensure adherence to OTDI ITSM processes.
- Communicate with clients and users regarding service needs.
- Work closely with key customer contacts and OTDI Relationship Management to understand customer needs and coordinate support and services.
- Analyze training, workflow, and procedural needs.
- Implement corrective action.
- Establish IT Service Desk Operations as the single point of contact within the user community.
- Provide information and input to the Director of Service Operations.
- Assume responsibility for human resources functions for direct reports, including employment and performance management.
Benefits
- The university is an equal opportunity employer, including veterans and disability.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
