UW Technology has an outstanding opportunity for Learning & Scholarly Technology (LST) CLIENT SERVICE MANAGER. This individual is primarily responsible for the efficient planning and directing of all activities in the Learning & Scholarly Technologies Client Support group to ensure the optimal level of quality of service is provided to all clients in accordance with the service principles and established policies and procedures. This includes day-to-day in-person client support and email submissions to the Request Tracker system. The manager is responsible for delegating issues to other members of the staff and ensuring follow through of every issue until a mutually agreeable resolution is reached. He/she is also responsible for the communication of status reports to senior management on all issues.
Duties: Manage Learning & Scholarly Technologies Client Support Manage the Help Desk which includes in-person, phone, and email support to clients using the general-access computing spaces, various remote library sites, a suite of technology studios, and videoconferencing studios. Supervise the Client Support staff (2 FTE, 45 Students) and schedule student employees. This position requires a commitment to client service, the ability to work collaboratively in a changing environment, and the skill to work with members of the University community (faculty, staff, and students) who have diverse technology skills. This position requires significant client interaction and in many cases the manager must provide functional and technical support to clients, answer client questions regarding software and LST-Catalyst Tools functionality, respond to special requests, log trouble reports, and investigate and resolve client issues in real time. The manager is responsible for identifying and escalating issues not resolved within established timeframes to senior management for visibility and to ensure appropriate action is taken. He/she is expected to learn the features and functionality of all supported software and Catalyst Tools in order to properly communicate with clients and is responsible for constantly improving the quality of service delivered to clients. The manager is responsible for reviewing and contributing to the user and technical guides to ensure frequently asked questions are properly documented. The manager is responsible for working with the Learning & Scholarly Technologies team for development of new services and the resolution of issues as reported by clients. The manager is responsible for developing a staff rotation in order to ensure all emails are routed during the support hours of 8am to 5pm, Monday thru Friday. He/she must demonstrate a commitment to working through complex problems and complete tasks with a high level of accuracy Provide 'front line' support for students, staff, and faculty with general computing problems and/or questions pertaining to software applications that include but are not limited to MS Office applications and Adobe Creative Suite. Create documentation for students including how to use equipment such as scanners and how to set up their computers to work on the UW network. Maintain various web content regarding student computing resources. Complete special projects as assigned. Work as part of a team of managers to provide operational management of Learning Spaces, providing coverage for each other during absences (vacation, business trips, etc.). Responsible for the demonstration and use of the Technology Studios that include the Digital Audio Workstation, the Digital Presentation Studio, and Collaboration Studios. Provide demonstrations to promote the use of spaces and answer questions regarding the use of the room. Also will work with group on creating “how to” type and other related documentation.
The manager is also responsible for the Videoconferencing Studios (Odegaard and Health Sciences) and the related technologies in the space, as well as the use of the space. Supervise and work with the Videoconferencing Consultant to ensure that the room is functioning properly, report issues to appropriate parties, and help with troubleshooting issues as they arise. Demonstrate the room functionality to faculty, researchers, and UW administration and answer questions regarding technology and usage. Also works with the Videoconferencing Consultant to assist clients through the process of scheduling the room, preparing their materials for use during the videoconference, coordinating with near end and far end sites, and operation of the room. Responsible for the Walk-In Workshop (50 workshops per quarter) program offering workshops in supported software and hardware installed in the Learning Spaces. Supervise student team of instructors. Requirements: - A Bachelor's degree and 3 years experience in the following areas:
• Knowledge of current trends in higher education and information industry and the ability to interpret in relation to the services offered by Learning & Scholarly Technologies. • Proficiency with various desktop applications software (MS Office, Adobe Creative Suite, multiple web browsers, SFTP, Telnet) • Excellent oral and written communication skills • Experience providing technology consulting and training • Ability to manage a number of complex tasks and relationships simultaneously • Experience managing student staff • Experience supervising FTE staff • Technical proficiency in the computing environments • Familiarity with UW systems, policies, and academic programs • Experience working one-on-one with university faculty and students • Experience with videoconferencing technologies and managing the operation of multiple facilities Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration. Condition of Employment: A satisfactory outcome from a criminal background verification is required prior to hire. While the general working hours are within Monday through Friday, 8 a.m.-5 p.m., this individual must be willing to adjust hours to accommodate the needs of his staff and colleagues. Events that will occur outside the normal work schedule include, but are not limited to; staff meetings, client consultations, and system modifications. Likewise, this position has regular stringent deadlines revolving around the academic calendar which may require extended work hours. Candidates MUST apply online at: www.washington.edu/admin/hr/jobs Req#55233 |
