Client Services Team Lead (Open to Internal Candidates Only)

• Letter of application addressing the above responsibilities
• Resume
• Contact information for references

• Three years related experience in a client-centered technology support environment.
• Two years supervisory experience or related team management experience (e.g., teaching, coaching, or project management) in an IT environment.
• Demonstrated knowledge of and experience with both Windows and Mac OS and experience in the configuration, installation, and troubleshooting of current operating systems, client productivity tools, peripherals, AV equipment wired and wireless networks, and mobile devices via current certifications, education, and/or experience.
• Demonstrated leadership in providing outstanding customer service. Ability to lead proactively in identifying risks and managing operational activities. Demonstrated outstanding relationship management, analytical, technical, organizational and skills. Self-motivated and goal oriented.
• Effective communication skills.
• Ability to mentor and teach others.

• Committed team player, collaborative in nature and in practice, possess effective communication skills, and a strong customer-centered philosophy.
• Demonstrated commitment to work within a diverse environment and interact professionally with individuals of diverse backgrounds.
• Experience using TeamDynamix or similar ITSM /Help Desk management and ticketing software. Experience with process improvement and technology management practices such as IT Service Management (ITSM), Enterprise Service Management (ESM) and ITIL.

The University System of New Hampshire is an Equal Opportunity/Equal Access/Affirmative Action employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.

• Ensures that all service/support incidents and requests are logged and managed using USNH's ITSM system (TeamDynamix). Monitors and follows up with staff to ensure timely resolution of problems; invoking problem escalation procedures to coordinate recovery; directly interfaces with users of technology, resolving problem situations. Serves as the campus point of contact (POC) for all community related technology support issues, by ensuring first and second level technology support happen within established SLAs.
• Provides leadership by projecting a positive attitude and service-oriented atmosphere to create a Culture of Caring and ensures that effective IT representation takes place for the coordination of work processes and projects with other departments and teams.
• Escalates and assigns Tier 2 and Tier 3 support to appropriate ITS professionals and service providers. Identifies issues with common root causes, perform root cause analysis, and collaborates with stakeholders to facilitate speedy resolution.
• Establishes, maintains, and models technology currency and exceptional customer service skills.

• Partners with and sustains the relationship with the ET&S after-hours provider; working collaboratively to ensure that the after-hours team is working within and contributing towards the Enterprise Help Desk Services mission.
• Assists ET&S Service Line Leaders and subject matter experts (SMEs) with campus constituent communication as needed to meet the needs of the organization.
• Serves as resource to USNH internal and external constituents by providing a coherent understanding and navigation of all ET&S technology processes, polices and standards. Consults/Perform tasks associated service or account provisioning, deprovisioning, and managing accounts, permissions, and access.
• Represents ET&S in planning and implementation of departmental or campus wide projects. Facilitate or assist the project teams to meet project goals, complete tasks, and establish service outcomes. Reports out to Client Service team and student workers regarding project impact to campus users and ensure shared knowledge of operational procedures and troubleshooting issues related to service.
• Works with the ET&S KB Analysist and other service owners to create knowledge base (KB) content; ensures internally and externally focused KB articles are created, formatted, maintained, published, and retired appropriately and communicated with the respective stakeholders accordingly.
• Work closely with other ET&S staff to design, implement, track, communicate and enhance technology offerings that meet the IT needs of the community in an effective, efficient, and sustainable way.
• Actively participates in, and if needed, acts as Incident Coordinator per ET&S Incident Response Plan to ensure that activities within Incident process are being performed at a high level of quality and that it meets its associated Service Level Agreements, Operational Level Agreements and established ET&S process and procedures.

• Assigns, and monitors work, gathers resources, implements productivity standards, resolves operations problems, maintains reference manuals, and implements new procedures. Completes annual performance evaluations within established HR guidelines.
• Supervise a team of student staff and provide day-to-day coaching to achieve department goals and maintain customer satisfaction. Perform all supervisory duties required to manage, hire, train, and evaluate student workers as assigned.
• Maintains a safe and healthy work environment by establishing and enforcing campus and USNH standards and adhering to policy and legal regulations.
• Controls payroll expenses by planning, forecasting, and monitoring payroll expenditures. Monitors variances, implements corrective actions and approves timesheets/payroll.
• Develops and gathers appropriate metrics and monitors service performance and efficiency thus assuring a culture of continuous improvement though the use of daily, weekly, and monthly statistics, status reports, Customer Satisfaction feedback, and graphical reporting aids; contributes to Service Line productivity and development objectives.
• Maintains inventory and oversight of Client Services technology resources (including computer, telephony, media AV equipment, digital signage, and print kiosk supplies, etc. as needed).
• Assists with ET&S sponsored and campus community events such as: New Student Orientation, Commencement, Move-in Days, Technology Fairs, Faculty Week, etc.
• Participates in ET&S departmental cross-training and/or planned internal technologies refreshers. Other duties as assigned.