Job Standard for Customer Care, Director

Employee Name:

Employee ID:

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How to use this Job Standard:

1. Click “View in Google Docs/Download” and download to Word.
2. The Job Overview, Level Scope, Minimum Qualifications and Essential Job Functions are specific to this job’s competencies and cannot be edited.
3. For the Job Posting you may;
   1. update/change the purpose to add in department specific information, 
   2. add key responsibilities to the 35% of the time, specific to your department needs, 
   3. add a preferred qualifications section
   4. post the position using the business title

The statements on this job standard are intended to describe the general nature of the role and level of work being performed. They are not intended to represent an exhaustive list of all responsibilities, duties and skills required of the employee.

Customer Care, Director, Overview

• Person Group: Professional
• Job Code: 75753
• Pay Grade: P14
• FLSA Status: Exempt
• Career Level: Director
• Family: Information Technology
• Function: Customer Care

Purpose

The position directs several OIT teams and is responsible for the vision, execution and direction of tier 1 and tier 2 support, computing automation, audio visual, client security and OIT business. The position ensures day-to-day responsibilities for the central campus computer support staff including interacting with end users to ensure the highest level of customer service is being enacted.

Level Scope

Oversees through subordinate Managers a large, complex organization with multiple functional disciplines/occupations or manages a program, regardless of size, that has critical impact upon the campus. Significant responsibility for formulating and administering policies and programs, manages significant human, financial and physical resources and functions with a very high degree of autonomy. Frequently influences business decisions made by senior leadership. Oversees through subordinate Managers the accountability and stewardship of campus resources and the development of systems and procedures to protect organizational assets. Negotiates and influences others to understand and accept new concepts, practices and approaches.

Minimum Qualifications

Bachelor’s degree or equivalent in Computer Information Systems, Management Information Systems or Computer Science and a minimum of 8 years work experience in the same type of work and 5 years supervisory experience.

Knowledge, Skills and Abilities

• Supervision experience in the information technology arena.
• Experience in providing customer computer support or Help Desk management and support. Must have extensive knowledge and experience with technical troubleshooting related to desktop software and hardware.
• Must possess excellent communication and writing skills and the ability to interface with end users of computing services.
• Experience in a mixture of computer platform environments.
• Must be a self-starter with ability to work independently in a dynamic work environment.
• Must have the ability to generate, query and present metrics. Fiscal knowledge and the ability to operate spreadsheets and OFC.
• Ability to make decisions regarding the limit of care a customer will receive, including negotiating and reviewing University contracts and budgetary digression. Ability to make decisions regarding the priority level of some calls and how the call will be handled.

Essential Functions

Key Responsibilities

60 % of Time Customer Care, Director, will:

• Leading and managing people – this includes staff development, collaboration and team building and customer relations. Supervise Customer Care and Academic Technologies Team, including hiring, training, developing, making work assignments and scheduling of employees.
• Knowing the organization – this includes know and applying University strategic plan; Vision, Goals and Mission; and policies and procedures.
• Managing Resources – This consists of planning, project management, budget management, information management, change management and organizational assessment.
• Communicating effectively – this consists of meeting management, listening, feedback, presentation and written communication.
• Milestone delivery – project under your control meet deliverables, schedule and budget.
• Manage priorities, vision, strategy and budget of Customer Care – this requires a detailed knowledge of both the University and current technologies.
• Coordinate information between Help Desk, Technical Support Specialists, OIT Telephone and Network Services teams, Enterprise Application Systems, Learning Technologies and University Network Administrators, as necessary when problems or trends occur. Coordination of these resources encourages interdepartmental cooperation and reduces duplication of effort.
• Review quarterly/yearly and on-demand reports to determine Customer Care usage by department and type of call. These reports are analyzed to determine where additional training time should be spent for Customer Care employees and to determine the percentage of calls answered in Care area without forwarding. The reports are also used to find inefficiencies in process and improve customer service of OIT.
• Meet with the leadership of the University and foster communication and collaboration.
• Ensures the implementation of best practices methodologies as well as provide daily oversight to all direct reports in execution of computer desktop and application support, academic technology support, expanded help desk, training and other user service functions.
• This position sets policies on how to handle unusual situations that arise in the area of Customer Support often working with other area managers. Coordination of customer issues between hardware repair, network support and second level support personnel to resolution of the issue is also required.
• This position is responsible for creating a teamwork atmosphere in the Care group. The employment of students creates special needs for training, communications and coordination.

• Direct responsibility for approximately $2,400,000 or 15% of OIT budget.

35% of Time Customer Care, Director will:

• Can be determined by department needs

5% of Time Customer Care, Director will:

• Perform other duties as assigned

Work Environment and Physical Demands

General Office – Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. General office work involves sitting most of the time, but may involve walking or standing for brief periods of time.

Travel Requirement

May be required to travel with overnight stays.

Career Path

Additional training/education or equivalent experience, as well as business need, are required for movement into higher level jobs.

Disclaimer

Incumbent must perform the essential duties and responsibilities with or without reasonable accommodation. The above statements are intended to describe the general nature and level of work. Final employment offers are contingent upon a Final Candidate’s successful completion of a Background Verification, and a determination by the University that the information derived from the Background Verification does not disqualify the individual. In addition, a Financial History Check and Motor Vehicle Record (MVR) Check may be required.