Manager, IT Client Support Services

locationUnited States
PublishedPublished: 12/13/2023
Full Time

Manager, IT Client Support Services

Job ID: 266066
Location: Columbus State University
Full/Part Time: Full Time
Regular/Temporary: Regular

About Us

Founded in 1958, Columbus State University, with an enrollment of nearly 8,000, is part of the University System of Georgia. CSU offers more than 70 programs at the undergraduate and graduate levels and is ranked among the top public regional universities in the South by U.S. News & World Report. Columbus, located 100 miles southwest of Atlanta and the second-largest city in Georgia, is recognized as a vibrant and contemporary cultural community - https://visitcolumbusga.com.

Columbus State University has a nationally recognized track record of partnership and outreach through efforts such as the Cunningham Center for Leadership Development, Coca-Cola Space Science Center, Oxbow Meadows Environmental Learning Center, and its own residence the Spencer House in Oxford, England. The University has two primary campus locations in Columbus, Georgia: the original campus on 150 acres in midtown Columbus and a beautiful campus in historic downtown Columbus overlooking the Chattahoochee River. The Columbus region, with more than 350,000 residents, is home to world-class enterprises such as Aflac, Synovus, W.C. Bradley Company, TSYS and Ft. Moore, the U.S. Army's Maneuver Center of Excellence headquarters. For additional information about the University visit our website at www.ColumbusState.edu<http://www.ColumbusState.edu> .

Job Summary

The position will oversee the timely delivery of high-quality Tier I and Tier II services & support to all internal and external clients. This position will provide vision and direct the management and operations of the IT Client Support Services Team. It is also responsible for ensuring the staff are meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective and consistent client service to faculty, staff, and students. This position is responsible for providing leadership reporting metrics and KPI's for these processes. The Manager, IT Client Support Services reports directly to the Executive Director, IT Client Support Services.


Significant Duties and Responsibilities include: Provide hands-on leadership to the IT Client Support employees.; Train, coach, mentor and manage staff members at Main and River Park campus.; Provide guidance to staff and mitigate personnel conflicts.; Apply continuous service improvement principles to all IT Client Support Services staff.; Manage personnel activities of staff (i.e., hires, appraisals, rewards, disciplines, terminations as necessary).; Manage staff scheduling to ensure Client Support Services coverage is adequate during business hours and on-call support as required.; Manage and coordinate urgent and complicated support issues. Act as an escalation point for all requests and incidents.; Ensure UITS makes sound decisions about its technology portfolio that are aligned with the institutions strategic plan and also to consider financial implications.; Meet the timelines of projects and assigned tasks.; Showcase a commitment to the project management discipline from planning to execution.; Analyze complex university needs presented by the CSU community and design/recommend technical solutions and strategies to improve client services, systems, and processes.; Maintain Service Level Agreements (SLAs) and look for ways to improve performance of the IT Client Support Staff.; Develop and maintain relationships with IT professionals and other stakeholders across campus to continuously improve service and customer satisfaction.; Implement Standard Operating Procedures (SOP) for the IT Client Support Staff.; Provide management and staff with detailed reports from the IT Client Services ticketing system.; Provide budgeting and planning for IT Client Support Services operations.; Ability to communicate well with users on difficult IT issues.; Ability to work with faculty and staff with all levels of technical experience; including classroom equipment support and training.; Manage and deploy images, software updates, scripts, etc.; Ability to provide technical support for all Google applications, Microsoft products, social media, and apps.; Maintain awareness of new and emerging technologies and products provided by IT.; All other duties as assigned.

Required Qualifications

Minimum qualifications include a Bachelor's degree in IT and a minimum of 2 years' applicable experience, or any combination of education, training, and experience that demonstrates the ability to perform the required duties.

Preferred Qualifications

ITIL Foundations is preferred.

Proposed Salary

The annualized salary range for this position is $55,723 - $61,314 and includes full benefits.

Knowledge, Skills, & Abilities

Knowledge, Skills, and Abilities include: Maintain awareness of new and emerging technologies and products.; Working knowledge of Active Directory administration.; Working knowledge of design and engineering tools such as SCCM.; Working knowledge of Microsoft office products to include Office 365.; Proven leadership skills to manage Client Support Staff effectively.; Demonstrated ability to communicate well with users on difficult IT issues.; Demonstrated strong writing skills.; Keep up to date with the evaluation of new tools, techniques, services, practices, and technologies to maintain reliable and efficient development, testing and integrations.; Ability to work with faculty and staff with varying levels of technical experience.; Detail oriented and able to work under pressure.; Must possess the ability to be a champion of new technologies being deployed.; Must possess strong negotiation skills, solid business acumen, and the ability to make difficult decision.; Must be organized, have attention to detail, be able to prioritize and multitask effectively.; Must be able to drive results successfully.; Must be available to work non-standard business hours.; Possess the ability to be creative and innovative in a higher education environment.; Effectively be able to use and troubleshoot Apple products.; Possess the ability to research and apply leading IT trends and standards to the department and university.

Contact Information

If you have any questions, please contact the Human Resources Office at 706-507-8920 or e-mail to hr@columbusstate.edu.

Conditions of Employment

Successful completion of a criminal background investigation and legal authorization to work in the US prior to employment is required.

Equal Employment Opportunity

It is the policy of Columbus State University to recruit, hire, train, promote, and educate persons without regard to race, color, religion, sex, national origin, ethnicity, age, genetic information, disability, gender identity, sexual orientation or protected veteran status.

Special Applicant Instructions

All applications and required documents must be submitted using Columbus State University's online employment site and a complete packet must be submitted for full consideration. If applicable, any international transcripts must be evaluated by an approved foreign credential evaluator prior to submission.

To apply, visit https://careers.hprod.onehcm.usg.edu/psp/careers/CAREERS/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=30000&JobOpeningId=266066&PostingSeq=1

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