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Customer Service and Support Manager - IT Customer Service & Support Jobs in Suwanee, GA

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Customer Service and Support Manager - IT Customer Service & Support

Gwinnett Daily Post

License and Certification Qualifications: Must hold or be eligible for a valid Georgia Educator's Certificate in Educational Leadership and/or Support Personnel License issued by the Georgia Professional Standards Commission. One or more support based licenses such as Microsoft Certified Desktop Support Technician (MCDST), Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) Support Center Manager, or HDI Support Center Team Lead preferred.

Education Qualifications: Bachelor's degree in related field preferred or equivalent professional experience. In lieu of bachelor?s degree, high school diploma or equivalent required, with five years of experience in technology support leadership and ten years of experience in technology support which can be combined with leadership experience.

Experience Qualifications: Five years experience in a computer related support field with an emphasis on network and desktop/laptop computer support required. Previous management experience in a technology support organization preferred.

Skills Qualifications: Ability to ensure and maintain a high level of customer satisfaction and confidence as it pertains to technology support; strong leadership skills; ability to facilitate a cooperative quality driven customer service work environment; ability to motivate a team to consistently deliver improvement and increased customer satisfaction; ability to promote team communication/organization; skills in managing, planning, forecasting, scheduling, assessing, and setting objectives; ability to coordinate multiple, dissimilar activities simultaneously; ability to communicate effectively with excellent written and verbal skills; ability to ensure management is informed of problem areas; ability to adapt to changing technology as the school system grows and evolves; and ability to represent Gwinnett County Public Schools in a positive and professional manner.

Primary Responsibilities: Manage and coordinate personnel in the areas of school support, central office support. Monitor call volumes and incident management status, oversee performance and support issues, and establish guidelines, procedures, and activities to ensure effective, efficient, and economical planning and improvement of support procedures.

1. Provide technological leadership in school support and central office support, to ensure alignment with the district's strategic initiatives and division directives.
a. Develop continuous improvement plans based on trend and data analysis in order to meet and/or exceed established and future service level agreements.
b. Establish and promote effective technology support procedures in order to perform at a fast and efficient service level.
c. Implement knowledge gained via training, experience, and communications with customers to develop effective and practical operational plans.
d. Maintain a high-level knowledge of network infrastructure, servers, directory services, network operating systems, and desktop systems to ensure a sound, practical approach to problem solving.
e. Attend training and conferences when applicable, read and research technical bulletins and manuals, and utilize a hands-on approach to problem solving when applicable.

2. Manage the central office support, school support and desktop management teams.
a. Prepare budget requests and recommendations for the annual budget development.
b. Support the Director of Enterprise Support Services in the management of the budget by providing weekly and monthly oversight and reports on expenses.
c. Supervise and evaluate personnel and contractors in the central office support, school support, and research and development teams.
d. Review and propose Standard Operating Procedures (SOPs) to the Director of Enterprise Support Services related to the team's responsibilities.
e. Manage the Customer Service and Support Department and surplus inventory to ensure accurate tracking of assets.

3. Oversee various Information Technology Service Management (ITSM) Technical Services and Development.
a. Oversee incident management, problem management, and other Tier 2 and 3 application support as required.

4. Track regular status, progress, and continuous improvement initiatives with the school support, central office support, and desktop management teams.
a. Set and conduct regularly scheduled meetings with staff and contractors.
b. Assign, collect, and review weekly status reports.
c. Ensure familiarity with staff performance, needs, and potential areas for management attention prior to becoming issues and/or problems.

5. Take ownership of priority issues and execute priorities through to resolution.
a. Work with departmental staff in determining escalation of incidents or creation of problem management tickets.
b. Escalate resolution to appropriate levels, whether internal high level support or communications service provider.
c. Communicate with customers regarding status of issue and estimated time of resolution.

6. Counsel and coach staff regarding logging, prioritizing, and making process improvements regarding issue resolution.
a Conduct development sessions, discussions, and meetings including typical daily mentoring of staff on best practices for service within the district's culture.
b Ensure that staff adheres to sound procedures in the decision making processes needed for effective support and prioritization.

7. Communicate effectively and professionally with internal and external audiences.
a. Lead team meetings for assigned program areas and attend department staff meetings.
b. Communicate with technical staff of all levels, formally and informally, to assure high-level technical diagnosis is occurring.
c. Communicate with technical staff to develop procedures checklists for common issues, work with technical writer to document these procedures and checklists, and review periodically for effectiveness.

8. Technical and application support for online testing.
a. Support growth in Milestones and Access/WIDA testing across all schools.
b. Develop and support solutions for online assessment in the CTE area, specifically Certiport testing.
c. Stay current with and advise assessment and technology support of changes made by DRC and other testing groups.
d. Work with the Assessment office to ensure the schools preparation for various testing windows during the year is successful and provide coordination and oversight in of equipment and software to ensure a strict adherence to proper IT governance.
e. Serve as the primary point of contact for the Synergy Assessment team to ensure successful testing during end of semester testing windows.
f. Serve as the liaison between the assessment office and the division of Information Management and Technology.

9. Manage support of conferences, meeting rooms, and computer labs at the J. Alvin Wilbanks Instructional Support Center and other locations in the enterprise.

10. Perform other duties as assigned.

Physical Demands:
While performing the duties of this job, the employee is frequently required to sit for extended periods of time. The employee is also required to talk, hear, stand, and walk. The employee will be required to use hands to finger, handle, feel, and/or reach. The employee is occasionally required to stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Nov 18, 2022. Gwinnett County Public Schools Jobs from GA Job Source

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