Manager, Campus Support Team

Job Description

The Campus Support Team Manager is responsible for cultivating a dynamic and supportive work culture that champions staff engagement, this leadership role entails overseeing Technical Support Representatives & Advisors while closely collaborating with the Manager of Support Services. Integral to this position is the facilitation of employee growth and retention, as well as the advancement of the organization's objectives through strategic staff training and development initiatives. Must be legally authorized to work within the country of employment without sponsorship for employment visa status (e.g., H1B) now and/or in the future.

Job Responsibilities:

• Staff Planning and Development: Manage the recruitment, training, evaluation, guidance, discipline, and termination of Support Representatives and Advisors. Collaborate with the Manager of Support Services and HR to address personnel matters.
• Training and Development:Design and deliver comprehensive training programs tailored to equip support team members with the requisite skills and knowledge to thrive in their role.
• Staff Onboarding: Coordinate with mentors, Coaches, and the Operations Generalist to ensure a seamless and successful onboarding process for new team members.
• Team Administration:Review and approve time-off requests, monitor timecards, and manage schedule changes to maintain operational efficiency and coverage.
• Performance Management: Establish and meticulously monitor key performance indicators to gauge the effectiveness of support services, implementing adjustments as necessary to drive improvement.
• Customer Feedback:Analyze and disseminate insights from the customer satisfaction surveys and proactively address customer concerns and queries as they arise.
• Meeting Facilitation: Organize and lead team meetings and one-on-one sessions to facilitate open communication, foster collaboration, and ensure alignment across the support team.
• Employee Engagement:Develop and implement strategies to enhance employee engagement, retention, and overall satisfaction, promoting a supportive work culture and professional growth opportunities.
• Data Security:Adhere to established practices and procedures outlined in the master security guidelines when accessing Infinite Campus production customer data.
• Other Duties:Perform any other duties as assigned.
• Access Infinite Campus production customer data and production data in public testadhering to the practices and procedures outlined in the master security guideline.

Desired Background

• Bachelor's degree.
• 3+ years of management experience, including staff planning and development, hiring, training, evaluation, guidance, discipline, and discharge.
• Proficiency in software applications, including the MS Office suite, Outlook, ADP, Salesforce, JIRA, Talkdesk, and business analytic tools.
• HDI Support Certification.

Performance Expectations

• Ability to lead a team and manage multiple resources in a high-interrupt environment, guiding and advising others to achieve the best outcomes.
• Provide servant leadership, motivating and engaging the team.
• Exceptional communication skills, including verbal, written, presentation, and group communication.
• Instill and nurture a culture of continuous improvement, emphasizing efficiency and effectiveness to elevate both employee and customer satisfaction.
• Effective resource and time management, achieving desired results within expected timeframes.
• Maintain a professional attitude while embracing the company's culture and customer service philosophy.
• Protect the confidentiality of student and district data, as well as employee information.
• Maintain awareness in the technical and support industries to stay ahead of industry trends.

Position must adhere to the practices and procedures outlined in the master security guidelines.

*This position may perform job responsibilities directly for a customer contract, which may be subject to a more thorough criminal background check to include, but not limited to, fingerprints, outside the standard screening. If the position performs job responsibilities directly for said customer(s), employee is required to pass the specified criminal background check; meeting the requirements of the customer contract.

Infinite Campus, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Infinite Campus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Infinite Campus, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Infinite Campus' employees to perform their job duties may result in discipline up to and including discharge