Customer Support Manager

Background

The University of Minnesota Twin Cities Campus is seeking an experienced and highly motivated Customer Support Manager to lead our University Services Customer Support team. This vital role is responsible for overseeing the 24/7 daily operations of our Help Desk, ensuring high-quality service delivery to students, faculty, staff, and the wider University community. The University Services Customer Support Center will be the primary point of contact for a wide range of inquiries related to the University's non-academic operations such as Facilities Management and Auxiliary Services. The Customer Support Manager will be instrumental in fostering a positive team environment, establishing and maintaining efficient workflows and contributing to the overall success of University Services and the University of Minnesota. The Customer Support Manager will establish and maintain a continuous improvement culture, and will develop and deliver strategic level plans that move the organization forward.

About University Services:

University Services creates and sustains a physical environment and service culture supporting and advancing the teaching, research, and outreach mission of the University of Minnesota. We are the people behind the scenes that help make the University work each and every day... shoveling snow, serving food, heating buildings, renovating facilities, housing students, and planning for the future of our campuses. Our mission is to create places and experiences that
inspire people to learn, discover, live and work at the University of Minnesota.

Responsibilities:
50% Oversee Day-to-Day University Services Customer Support Operations Center

* Team Leadership & Supervision:
o Supervise, coach, mentor, and motivate a team of Help Desk Representatives.
o Conduct regular one-on-one meetings and performance reviews.
o Develop and implement training programs for new and existing staff, including ongoing professional development.
o Address performance issues, provide constructive feedback, and develop action plans for improvement.
o Foster a collaborative and supportive team environment.
o Alter assignments and process to maintain appropriate 24/7 coverage. This may include University Services Customer Support Representatives and support through business partners.
o Interview and hire help desk agents.
o Understand and apply the provisions of the labor contracts, and University and departmental policies.
o Schedule and lead meetings.
o Develop and follow department protocol for dealing with emergencies.
o Serve as an escalation point during and after normal working hours.
o Establish and maintain business partnerships with University departments and colleagues.
This may include using business partners to deliver Help Desk services.
* Operational Management:
o Oversee daily Customer Support Center operations, ensuring adherence to established policies, procedures and service level agreements (SLAs).
o Monitor call queues, wait times, and call abandonment rates to optimize staffing levels and resource allocation.
o Analyze call data and metrics to identify trends, areas for improvement, and opportunities for efficiency

gains.
o Develop and implement strategies to enhance customer satisfaction and first-call resolution.
o Continuously develop subject matter expertise for the University Services businesses supported by the Customer Support Center.
o Ensure accurate escalation of customer inquiries and complaints for all supported business units.
o Ensure accurate and consistent information is provided to callers across all service areas.
o Maintain up-to-date knowledge of University policies, procedures, and services.

* Customer Support:
o Provide exceptional customer service to internal and external customers. Actively promote and ensure a culture of quality customer service. Ensure complaints are resolved in a timely manner and individualized service is provided within current department and University policies.
o Identify, monitor and track issues, concerns, and challenging customer situations.
o Identify and establish improvements to efficiency and service levels.
o Attend training sessions or seminars to improve performance.
o Identify and implement policies and/or operating procedures changes.
o Identify and solve operational problems; and initiate/implement appropriate actions. Escalate and inform senior leadership as appropriate.

* Quality Assurance:
o Establish and implement KPls (key performance indicators) including customer satisfaction, first call resolution etc.
o Collect data, including regular call monitoring and quality assurance reviews to ensure service excellence.
o Provide targeted feedback and coaching based on quality assessments.
o Identify common issues and develop solutions to improve call quality and representative performance.

50% Support Administration/Strategic Planning

* Reporting & Analysis:
o Generate and analyze help desk reports based on KPls (e.g., call volume, service levels, agent performance, customer satisfaction).
o Present findings and recommendations to management for strategic decision-making.
* Collaboration & Communication:
o Collaborate with other University departments to resolve complex issues and improve cross-functional processes.
o Communicate effectively with staff, management, and other stakeholders.
o Participate in departmental meetings and contribute to strategic planning.
o Identify opportunities to expand the service offerings of the Customer Support Center.
* Technology & Systems:
o Utilize help desk software, TRIRIGA and TeamDynamix (TDX) and other relevant technologies effectively.
o Identify opportunities to leverage technology for improved efficiency and service.

Required Qualifications:

* BA/BS plus at least six years of applicable experience.
* Proven ability to lead, motivate, and develop a team.
* Strong understanding of Customer Service Center operations, KPls, and best practices.
* Excellent communication (verbal and written), interpersonal, and customer service skills.
* Strong analytical and problem-solving abilities.
* Proficiency in using help desk software.
* Ability to work effectively in a fast-paced, dynamic environment.
* Commitment to equity, and inclusion.
* Demonstrated commitment to customer service.

Preferred Qualifications:

* Experience working in a university or higher education setting.
* Knowledge of and experience with asset and facilities lifecycle management.
* Knowledge of and experience with parking, transit or fleet services.
* Well-developed knowledge of EAM system TRIRIGA and TeamDynamix (TDX) tools.
* Experience with workforce management tools.
* Experience supervising full-time and part-time staff.

Pay Range: $90,000-$95,000 annually ; depending on education/qualifications/experience

Time Appointment: 100%Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).