Job details

Director, IT Customer Service & Operations

Provides high level technical leadership and collaborative management for all activities related to Center for Instructional Technology, Distance Learning, Desktop Technical Support, Help Desk and Customer Service. Promotes and supports instructional media, and technology services. Establishes and ensures adherence to the provisions of Service Level Agreements (SLA) with all IS&T customers. Manages vendors and negotiates contracts to provide high levels of customer service. Prepares feasibility studies and estimates for new initiatives. Works to achieve a customer service environment that supports CSU strategies through change management, project management, advocacy of critical business requirements and business process improvement. Enhances user services, builds strong client relationships, and aligns priorities. Interacts professionally with all internal and external customers. Leads development and support of technical infrastructure for technology-enhanced teaching and learning spaces. Serves on CSU committees, teams and task forces. Performs other functionally related duties as assigned.

Minimum Qualifications

Bachelor’s degree preferably in Computer Science or related field.
Five years of IT experience in a large IT environment.
Five years prior IT management experience required.
Related work experience may be substituted for education requirement. One (1) year of related work experience can be substituted for one (1) year of education. For example, a candidate with a high school diploma, GED or state recognized equivalent and nine (9) years of related work experience can be eligible to apply.

Preferred Qualifications

Masters’ degree preferably in Computer Science or related field.
Higher Education experience.
Experience supporting large groups of PC users in a managed desktop environment and associated call center.
Experience managing vendors and contracts.
Previous experience managing videoconferencing, multimedia production, distance learning and classroom technology programs.
Experience designing, installing and supporting computer and multimedia equipment in consultation with architects, end-users, vendors and contractors.
Previous experience with enhancing user services, building strong client relationships and aligning priorities

Knowledge, Skills, and Abilities (KSAs)

Continuously improving the metrics of the Help Desk services and the average open ticket time for Desktop support tickets across campus. Adhere and improve SLA agreements.
Knowledge of customer service software and tools, such as ticketing systems, chatbots, and customer relationship management (CRM) software.
Knowledge of computer hardware standards and functionality.
Knowledge of network and PC troubleshooting techniques.
Knowledge of computer-connected instructional equipment.
Familiarity with IT concepts and terminology.
Ability to provide high level technical leadership and collaborative management for all activities related to Desktop Technical Support, Help Desk and Customer Service.
Knowledge of instructional design theories, pedagogical methods, and online/hybrid teaching strategies.
Strong team-building skills and the ability to work well across a broad spectrum of academic and technical disciplines.
Capacity to make connections between curricular goals and technology-enhanced instruction.
Strong record in strategic planning, personnel and budget management, and program assessment.
Strong customer service skills.
Interacts professionally with all internal and external customers using strong interpersonal skills
Proficient in Microsoft Office Suite, including Word, Excel, Access, Outlook and PowerPoint.

Requisition Number

PT0703204S

Date grant, position, or appointment expires (For Funds Available, Temporary, and Waiver of Posting

Special Instructions to Applicants

Applicant Instructions

Offer of employment is contingent on satisfactory completion of the University’s verification of credentials and other information required by law and/or University policies or practices, including but not limited to a criminal background check.

Mailed or emailed application materials will not be accepted.

Hours per week

Work Schedule

Monday through Friday

Advertising Copy

Full Time/Part Time

Full Time

Posted Date

05/19/2023

Close Date/Application Deadline

Open Until Filled

Yes

Review Begins

05/26/2023

Tentative Start Date

By Cleveland State

Cleveland State University offers a well-rounded education in the land of the Buckeyes. The university provides some 1,000 courses in the arts and sciences, business administration, law, engineering, and other areas. The school, which enrolls abou...

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INDUSTRY

Colleges & Universities

TEAM SIZE

1001-5000

LOCATION

Hybrid, based in Cleveland, OH

DATE POSTED

July 29, 2023