16 days old

Manager, User Support Services

University of Houston - Downtown
Houston, TX 77002
  • Job Code
    STA008314

The Manager, User Services oversees and manages the Service Desk and IT call center operation. The position provides oversight of Service Desk personnel and all tools used to troubleshoot, log, and track technical issues and projects.



DUTIES



  1. Monitors and analyzes the performance of Service Desk and IT call center activities and documented resolutions, identify problem areas, and delivers solutions to enhance the quality of service and to prevent future problems

  2. Recruits, trains, evaluates performance and manages the technical support personnel

  3. Contributes to improving customer support by actively responding to queries, identifying and pursuing areas of improvement and operational efficiency, and handling complaints

  4. Sets specific customer service standards and establishes best practices through the entire technical support process using industry-standard tools

  5. Develops and analyzes daily, weekly and monthly reports on team's productivity, metrics, and service levels

  6. Assigns, tracks, and oversees desktop replacement functions

  7. Provides customer feedback to the appropriate internal teams and IT leadership

MARGINAL DUTIES



  1. May be asked to respond to problems or provide service after hours

  2. Expected to carry and respond to cell phone and/or pager at all times

  3. Serves as on-call information technology officer after hours on a rotating basis

  4. Performs all other duties as assigned

SUPERVISORY RESPONSIBILITIES



Direct Reports:Full-time part-time employees



Delegation of Work: Occasionally assigns work to subordinate(s)



Supervision Given:Experience with call management software.Remote support tool experience. Technical project management experience.



KNOWLEDGE, SKILLS, AND ABILITIES



Knowledge:



  1. Knowledge of trends, issues, and accepted practices relevant to the position

Skills:



  1. Candidates must have strong analytical skills, as well as excellent interpersonal and communication skills

Abilities:



  1. Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community

WORK LOCATION AND PHYSICAL DEMANDS



Primary Work Location:Works in an office environment; computer laboratory; classroom, training room, auditorium



Physical Demands:Work is normally performed in a typical interior work environment, which does not subject the employee to any unpleasant elements. The position is physically comfortable; the individual has discretion about sitting walking, standing, etc. The work environment involves minimal exposure to physical risks.



EEO/AA



Required Education:



  • Baccalaureate Degree in the field of Information Technology

Required Experience:



  • Minimum of three (3) years of job-related experience

  • Experience supervising technical staff

  • Experience managing a help desk and/or call center.

License/Certification:
None Required







Posted: 2021-11-11 Expires: 2021-12-10
Sponsored by:
ADP Logo
Sponsored by:
Bank of America Logo

Featured Jobs[ View All ]

Featured Employers

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Manager, User Support Services

University of Houston - Downtown
Houston, TX 77002

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast