Manager, Customer Support (Intake)

Customer Success proactively manages IT customer satisfaction and loyalty, ensuring interactions meet customer needs and managing and resolving common customer inquiries and needs. Acts as the "front door" for ITS providing tiered support to handle the majority of common IT user needs including software, endpoint, and access inquiries. Provides service management expertise and program design including incident management, problem management, change management, asset management and inventory control, and knowledge management grounded in ITIL principles. Enables service excellence and a spirit of continuous improvement monitoring key performance factors such as customer satisfaction and customer service throughput and implementing process improvements.

The Customer Support team serves as the singular "front door" for ITS by responding to and resolving common customer inquiries received via a variety of channels including phone, email, chat, walk-in, and service ticket requests. Appropriately escalates tickets and cases to appropriate parties tracking timely and accurate resolution; offer white glove service to University VIPs.

The Manager, Customer Support (Intake) will oversee a frontline IT customer support team of career employees and student workers. This leader will instill customer service excellence principles into their team members, ensuring they provide effective and timely solutions to a diverse range of university stakeholders. The Manager, Customer Support (Intake) will be responsible for organizing their team of service representatives for continuous service, proper ticketing, appropriate escalation, and achievement of service level agreements. This leader will also drive continuous service improvement for intake processes. They will manage employee schedules, performance management, and general team operations and logistics. The Manager will oversee that critical issues are tracked, managed, and escalated appropriately and facilitates effective issue resolution in a timely manner.

The Manager, Customer Support (Intake) will positively impact UCLA's operations and culture by enabling University stakeholders to effectively access and leverage technology and technology services in service of the institution's academic mission. This team member will advance the University's mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCLA's vision while modeling UCLA's culture and values.

Percentage of Time:
100%

Shift Start:
8:00 am

Shift End:
5:00 pm

Qualifications for Position

25
Records

Qualifications

Required/Preferred

Five years of experience working in one or more of the following fields: customer service, project management, information technology, IT service management, or related field.

Required

Two years of experience leading teams in a management or leadership role, particularly in a fast-paced, service-oriented environment.

Required

Experience conducting broad technical support including hardware and software tests, analyzing test results, and producing reports of conclusions and recommendations.

Required

Excellent customer service and interpersonal communication skills.

Required

Significant experience successfully conducting troubleshooting activities for common intake support, such as password reset, remote installation of supported software, device registration, two-factor authentication setup, and other common support activities.

Required

Knowledge of standard university business processes, with ability to quickly learn and maintain knowledge of UCLA's processes. Working knowledge of typical higher education computer requirements, recommendations, and policies including security standards.

Required

Significant experience in effectively prioritizing and executing tasks in a fast-paced environment.

Required

Demonstrated experience independently assessing the criticality of problems and prioritizing accordingly based on importance and urgency.

Required

Significant experience and mastery of an ITSM tool.

Required

Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.

Required

Experience developing and administering formal technical training to users at a variety of levels. Experience eliciting and communicating technical and non-technical information in a clear and concise manner.

Required

Significant knowledge of other areas of IT, application software packages, and advanced knowledge of IT-related products and services.

Required

Demonstrated ability to oversee and develop tools to aid day-to-day operations and functions.

Required

Advanced written and verbal communication skills and is able to communicate work assignments to small teams. Demonstrated experience presenting technical information to audiences of technical and non-technical stakeholders.

Required

Demonstrated leadership / management skills, including abilities in persuasion, negotiation, mentorship.

Required

Advanced project management skills and is able to delegate responsibility, track project progress, supervise others, and advise on competing priorities. Significant experience working in a project-based environment using leading project management practices including schedule management, status reporting, and communication of project risks and issues.

Required

Extensive experience solving technical and non-technical problems; able to delegate solutioning when appropriate to the proper resources. Able to lead data gathering efforts seeking information from multiple and diverse sources. Experience operating as a point of escalation. Demonstrated understanding of how decisions affect teams. Demonstrated ability to make decisions with integrity.

Required

Demonstrated experience cultivating an inclusive environment that values equity, diversity, inclusion and belonging.

Required

Inspires creativity in others and advises teams on industry-leading practices, such as the incorporation of new technologies or processes. Has demonstrated experience leading in an ever-changing, fast-paced environment.

Required

Bachelor's degree or equivalent combination of experience/training in one or more of the following fields: information technology, customer service, computer science, public administration, business administration, communications.

Required

Seven or more years of experience working in one or more of the following fields: customer service, project management, information technology, IT service management, or related field.

Preferred

Five or more years of experience leading teams in a management or leadership role, particularly in a fast-paced, service-oriented environment.

Preferred

Experience in complex higher education environments, serving academic and administrative functions of a large public university.

Preferred

Bachelor's degree in one or more of the following fields: information technology, customer service, computer science, public administration, business administration, communications.

Preferred

ITIL Foundations, CompTIA A+, and/or Microsoft and/or Apple desktop support certification

Preferred

Additional Posting Information

Bargaining Unit:
99-Policy Covered

Application Deadline:
12-21-2023

External Posting Date: