Job description
Job Description
The Senior Manager of Customer Experience is responsible for the effective management and delivery of Managed IT Service Operations to the customers and users. These services include being an on-call escalation point for the ITSD, Desktop Support, Asset Management, Procurement, Roll on/Roll off, Buckeye bar and inbound actions of support for the ITSD Operations. 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 the OTDI and our customers based upon service Key Performance Indicator's; supervises staff and the process work flow for the defined processes. Ability to use, understand and interpret the Best Practice rules and procedures to ensure adherence to the OTDI ITSM processes.
Sr 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.
Analyzes training, work flow and procedural needs; implements corrective action; helps to establish the IT Service Desk Operations as the single point of contact within the user community. Provides information and input to Director of Service Operations, and assumes responsibility for human resources functions for direct reports, including employment and performance management.
Work hours are primarily between 8am and 6pm Monday-Friday, but may require evenings and weekends.
Required Education / Experience
7 years of experience providing customer support in a technical environment; experience using a call management system; demonstrated supervisory skills with a proven track record of effective organizational change and positive cultural transformation. ITIL Foundation certificate and moving forward to achieve the ITIL intermediate certification in their specific process
Desired Education / Experience
3+ years managing a team of full-time IT Support Professionals
This position maps to IT Service Support Manager 3
The Targeted Hiring Range for this position is $99,000 to $133,000.
Our goal is to foster a community of professionals with diverse skills, experiences and backgrounds who actively collaborate to support the mission of the Ohio State University. We are committed to personal and professional growth of individuals as they achieve their highest potential and support others along the way. In an ever-changing technology landscape our employees are flexible, innovative, and adept problem-solvers.
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