Responsible for planning, developing, and maintaining ITSM processes and procedures in the Department of Information Technology Services Customer Service Center, Telecommunications Call Center and Access Management areas. Ensures that high quality, cost-effective service is delivered to all departments and staff. Communicates goals/objectives and measures progress on performance. Takes necessary steps with needed improvements and coordinates action plans with division managers/ITS groups. Reviews detailed performance metric reports and works closely with ITS Director of Service Management to demonstrate that continuous quality performance objectives are met.
Education and Experience:
Bachelor’s Degree or equivalent experience required, Master’s degree preferred. A minimum of 5 - 7 years progressive managerial experience in customer service environment essential. Demonstrated commitment to high levels of quality and customer service satisfaction. Ability to facilitate innovation teamwork and effective team problem solving skills. Familiarity with Continuous Quality Improvement processes or equivalents. Excellent verbal and written communication skills. Exceptional interpersonal, management, and organizational qualities with ability to lead diversified group of staff. Knowledge of customer service software applications / hardware required. Ability to train, motivate, and manage staff as well as meeting the challenge of multiple complex issues that arise. Demonstrated leadership skills in creating team oriented culture. Proficient in planning, prioritizing, and organizing department operational activities.