Senior Director, Customer Service
Company: San Jos-- State University
Location: San Jose
Posted on: January 12, 2021
|
|
Job Description:
Job no: 498370 Work type: Management (MPP) Location: San Jos--
Categories: MPP, Administrative, Information Systems & Technology,
At-Will, Full Time Job Summary The Senior Director for Customer
Service reports to the VP/CIO, IT and serves as a member of the
Senior IT Leadership Team. The position is responsible for
overseeing the IT Service Desk, Desktop Support, Labs, Classroom
Technology and Support, Access Management and the campus
Workstation Refresh Program. The incumbent is responsible for
defining the strategy and roadmaps for customer service support
with a focus on service management and end-user satisfaction;
identifying and implementing industry aligned metrics to improve
service levels and reporting continuously; engaging campus
stakeholders to measure success; communicating effectively at all
levels to ensure solutions are appropriately utilized; and
representing the Division of Information Technology in various
collaborative campus and external venues, leveraging them as
additional input sources for planning. This is a position in the
CSU - Management Personnel Plan (MPP), and serves at the pleasure
of the President. This position will require adherence to
University compliance training such as: Conflict of Interest and
Ethics, AB 1825 Sexual Harassment Prevention, Information Security,
and Injury and Illness Prevention Program. The person hired for
this position may be required to complete an outside employment
disclosure statement in accordance with Title V of the California
Code of Regulations. Key Responsibilities Provide leadership for
the technology directions to meet the vision, mission and needs of
IT service requirements to the University. Define the strategy and
roadmaps for Customer Service, Desktop Support, Service Desk, Labs
and Classroom Support, Access Management, and the campus
Workstation Program, with focus on service management objectives
and customer satisfaction. Automate the Workstation Refresh Program
and drive future classroom technology designs. Actively engage the
Senior IT Leadership Team to collaborate on strategic projects and
operational alignment with IT application, infrastructure, and
security functions. Design, manage and deliver desktop support
service across campus, (i.e. desktop support, software, personal
computers, mobile solutions, network & desktop printers and remote
access, device support for scanners, barcode readers, cameras, and
printers). Oversee support of information systems, end-user/desktop
support and desktop related initiatives/projects. Provide
leadership and managerial oversight for the IT Service Desk
function. Provide process and procedure design and project
management (i.e. managing scope, schedule, and budget control,
coordination of campus and vendor resources, and project
communication, issues, and risk management). Oversee and ensure
employees assist with distribution of IPTV Units and Residential
Gateways, campus village lab printing, computers and applications,
as necessary. Facilitate the planning, design and implementation of
media technology, classroom technology and services in coordination
with peers in IT and other campus divisions. Collaborate closely
with students, faculty, and staff to deeply understand their needs,
issues, and opportunities with their user experience/processes
while ensuring all incidents are resolved in a timely and
cost-effective manner. Mange escalations to the highest levels of
satisfaction. Develop and maintain annual workforce plan defining
the capacity of roles and necessary skill development to provide
defined services within SLA and improve customer satisfaction.
Recruit, interview, hire, manage and oversee staff to meet the
highest level of performance. Ensure the appropriate CSU and SJSU
University Personnel, and IT policies and practices are implemented
correctly. Knowledge, Skills & Abilities Excellent IT customer
service leadership. Excellent interpersonal skills with executives
under high-pressure situations. Thorough knowledge of enterprise
applications, tools and operating systems, including Windows, Mac
OS, MS Office, AD, conferencing systems, file sync and share tools,
hardware, networking, firewalls, printers, monitors, scanners, etc.
Knowledge in streamlining user device support functions. Skilled in
managing Desktop as a Service. Ability to coordinate a large-scale
project to completion. Demonstrated strong interpersonal skills to
establish/maintain customer relationships and interact with team
members. Ability to supervise and motivate staff. Strong
organizational, budgetary and time management skills. Strong
combination of skills in strategic planning, analytical and
holistic problem-solving, effective communication and coordination
Collaborative skills to work effectively with faculty, staff,
administrators, and external support resources to develop and
implement appropriate uses of technology. Ability to understand
complex challenges and lead teams of technologists to deploy
appropriate technological solutions that meet campus vision and
mission. Demonstrated knowledge of Desktop/Customer Support
operations including emerging technology trends and issues. Ability
to adhere to deadlines, prioritize multiple projects/tasks
simultaneously, and adapt to frequent change, delays or unexpected
events. Skills in introducing metrics and data as a basis for
operational analysis and decision-making. Ability to introduce
operational discipline into ad hoc process areas. Knowledge in
process and organizational change management. Ability to drive
improvements in maturity levels for IT and engineering operations
processes. Required Qualifications Bachelor---s degree in related
field 10 years of progressive experience in an Information
Technology management position Minimum of 3 years 2nd level IT
management experience Preferred Qualifications Demonstrated strong
communication and people management skills Demonstrated ability to
build relationships across multiple constituencies Leadership
experience in Higher Education Compensation Classification:
Administrator III Hiring Range: Commensurate with experience San
Jos-- State University offers employees a comprehensive benefits
package typically worth 30-35% of your base salary. For more
information on programs available, please see the Employee Benefits
Summary . Application Procedure Click Apply Now to complete the
SJSU Online Employment Application and attach the following
documents: Resume Letter of Interest All applicants must apply
within the specified application period: December 1, 2020 through
December 15, 2020 This position is open until filled; however,
applications received after screening has begun will be considered
at the discretion of the university. Contact Information University
Personnel jobssjsu.edu 408-924-2166 LI-SJSU1 Additional Information
Satisfactory completion of a background check (including a criminal
records check) is required for employment. SJSU will issue a
contingent offer of employment to the selected candidate, 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 offered the position on a
contingent basis. The standard background check includes: criminal
check, employment and education verification. Depending on the
position, a motor vehicle and/or credit check may be required. All
background checks are conducted through the university's
third-party vendor, Accurate Background. Some positions may also
require fingerprinting. SJSU will pay all costs associated with
this procedure. Evidence of required degree(s) or certification(s)
will be required at time of hire. SJSU IS NOT A SPONSORING AGENCY
FOR STAFF OR MANAGEMENT POSITIONS. (e.g. H1-B VISAS) All San Jos--
State University employees are considered mandated reporters under
the California Child Abuse and Neglect Reporting Act and are
required to comply with the requirements set forth in CSU Executive
Order 1083 as a condition of employment. Equal Employment Statement
San Jos-- State University (SJSU) is an Equal
Opportunity/Affirmative Action employer committed to
nondiscrimination on the basis of age, ancestry, citizenship
status, color, creed, disability, ethnicity, gender, genetic
information, marital status, medical condition, national origin,
race, religion or lack thereof, sex, sexual orientation,
transgender, or protected veteran status consistent with applicable
federal and state laws. This policy applies to all SJSU students,
faculty and staff programs and activities. Title IX of the
Education Amendments of 1972, and certain other federal and state
laws, prohibit discrimination on the basis of sex in all education
programs and activities operated by the university (both on and off
campus). Advertised: December 01, 2020 (9:00 AM) Pacific Standard
Time Applications close:
Keywords: San Jos-- State University, San Jose , Senior Director, Customer Service, Executive , San Jose, California
Click
here to apply!
|
Didn't find what you're looking for? Search again!
Other Executive JobsRetail Cosmetics Sales - Counter Manager, Full Time: Stanford Description: Job Overview: br With a role as a Counter Manager in the Macy's Cosmetics Department, you will be responsible for supervising the complete operations of a cosmetics line, including developing a team (more...) Company: Macy's Location: Palo Alto Posted on: 01/22/2021 Hiring Now! Summer Camp Program Director, Palo Alto Description: Galileo is looking for program visionaries to direct current or new Camp Galileo sites for the 2021 season. Summer Program Directors internally referred to as Camp Directors are outstanding leaders (more...) Company: Galileo Learning Location: Palo Alto Posted on: 01/22/2021 Director - Programs for People with Developmental Disabilities Description: Location: Santa Cruz, CATeam: Program Management - Program Management Team /Work Type: Full-TimeAre you seeking fulfilling work that gives you the opportunity to make a difference in the lives of others (more...) Company: Hope Services Location: Santa Cruz Posted on: 01/22/2021 Hiring Now! Summer Camp Director, Palo Alto Description: Galileo is looking for program visionaries to direct current or new Camp Galileo sites for the 2021 season. Summer Program Directors internally referred to as Camp Directors are outstanding leaders (more...) Company: Galileo Learning Location: Palo Alto Posted on: 01/22/2021 Director, Trial Innovation and Optimization Description: Job DescriptionOverview: Jazz Pharmaceuticals is an international biopharmaceutical company focused on improving patients' lives by identifying, developing and commercializing meaningful products that (more...) Company: Jazz Pharma Location: Palo Alto Posted on: 01/22/2021 Director, Cloud Transformation Leader Description: Job DescriptionAlbertsons Companies is one of the largest food and drug retailers with 2,300 stores. The Albertsons Companies family of brands includes some of the most prominent brands in food retailing, (more...) Company: Safeway Location: Pleasanton Posted on: 01/22/2021 Senior Product Manager Description: Senior Product Manager, Picking Systems MBA will be nice to have Should be Data oriented Analytics exp is must Must Have Picking exp any system exp is fine One should be able to Proposing ideas Working (more...) Company: Diligente Technologies Location: Dublin Posted on: 01/22/2021 Hiring Now! Summer Program Director, Palo Alto Description: Galileo is looking for program visionaries to direct current or new Camp Galileo sites for the 2021 season. Summer Program Directors internally referred to as Camp Directors are outstanding leaders (more...) Company: Galileo Learning Location: Palo Alto Posted on: 01/22/2021 92Y Unit Supply Specialist - Warehouse Manager Description: As a Unit Supply Specialist for the Army National Guard, you will ensure that your Unit and fellow Soldiers are well supplied and equipped for any mission. In this role, your keen eye and management ability (more...) Company: Army National Guard Location: Petaluma Posted on: 01/22/2021 Sr. Manager Description: TECHNOLOGY TYP Enterprises, Inc is accepting resumes for Sr. Company: TYP Enterprises, Inc Location: San Rafael Posted on: 01/22/2021 |