Sr. Director, IT Customer Support
Laureate Global Products and Services - Baltimore, MD

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ALT TITLE: Sr. Director, IT Customer Support GENERAL SUMMARY: The Sr. Director, Customer Support is responsible for the oversight and direction of the team providing technical support to employees and authorized users of Laureate's Global Products and Services computer networks, related software, and associated peripherals. Responsibilities include the overall operations of the support team and the management of outstanding issues and communications under guidance provided by the Executive Director, GPS IT Operations and Support.

This position is responsible for providing an exceptional customer experience to all who request service from the Laureate Technical Support Services team. ESSENTIAL DUTIES AND RESPONSIBILITIES: ' Oversees operational support (Levels 1 & 2) across multiple locations. Performs routine tasks for the overall operation of the helpdesk in support of Laureate employees, which includes but is not limited to: o Communicates and documents issues as they pertain to essential support and service using the Laureate Service Management System. o Monitors both assigned and open tickets to seek expedient resolutions o Performs trend analysis and provides reports to management o Identifies opportunities and implements improvements to daily processes and procedures o Monitors support queues to ensure work is progressing at a timely and reasonable pace.

Takes appropriate action by notifying responsible parties of any potential bottlenecks, service level agreement concerns, or deficient policies and procedures. o Accurately escalates tickets to appropriate groups following established protocol o Utilizes all available resources to resolve reported issues within Service Level Agreements o Participates in hiring Technical Analysts o Creates training plans and oversees training of Help Desk employees o Coaches, mentors and provides guidance and career development to assigned staff o Requires the ability to provide on-call support and assign staff to any ongoing issues ' Insures support to applications such as, but not limited to, Exchange/Outlook email, Microsoft Office products, Windows operating systems, Mac O/S, general connectivity and other in-house applications as required. ' In partnership with the IT Management Staff, establishes, updates and maintains key operational metrics for monthly business reviews ' Insures technical support availability for employees and authorized users of the network and resources. Includes workstation configurations, installations and system update maintenance.

' Participates in projects such as the deployment of business related software and hardware, sets standards, defines and adheres to processes and procedures, and arranges training. ' Responsibilities include logistical support for events where personnel is requested, system audit support and general reporting on support metrics. ' Performs miscellaneous job-related duties as assigned. OTHER DUTIES AND RESPONSIBILITIES May perform other duties and be assigned responsibilities that management deems necessary from time to time.

MANAGEMENT/SUPERVISORY RESPONSIBILITIES POSITION IN ORGANIZATION REPORTS TO: Executive Director, GPS IT Operations and Support POSITIONS SUPERVISED: Manager, Customer Support Team Lead, Tech Support Tech Support Specialists PROBLEM SOLVING Problem solving involves assisting the corporate population solve problems in their specific work area. Solutions may affect strategic operations. DIMENSIONS: Has a wide degree of latitude in deciding work sequence and technique. Wrong decisions, recommendations or failure to complete assignments will usually cause substantial delays, rescheduling of human resources and/or cost increments with the immediate work unit.

Inadequacies will not affect the attainment of company/subsidiary objectives. The impact of decisions is may affect strategic operations. TECHNICAL, MANAGERIAL, and PEOPLE SKILLS REQUIRED: To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Incumbents will be evaluated, in part, based on performance of each essential function. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. ' Strong interpersonal skills and the ability to interact at all levels within a large organization ' Ability to recognize and respond quickly to critical matters ' Strong leadership and coaching skills ' Strong troubleshooting and problem solving skills ' Ability to work in a team environment ' Ability to prioritize tasks ' Ability to troubleshoot applications and hardware in a methodical and rational manner ' Ability to think logically and abstractly ' Ability to work with a progressive staff in a culture of empowerment and accountability ' Intermediate/Advanced understanding and familiarity of Microsoft operating systems ' Intermediate/Advanced understanding and familiarity of the MS Office Suites ' Ability to quickly learn new technical concepts, ideas, and theories ' Communication skills (oral and written) ' Ability to follow instructions Experience: EDUCATION and/or EXPERIENCE: ' A degree in Information Technology or equivalent technical training, certifications, and a demonstrated employment experience in a related industry. Educational level is usually achieved through a secondary education or a degree in a business school, trade school or an associate degree or equivalent experience.

The typical incumbent for this position should be able to read instructions, policies, and directions and to understand complicated thoughts communicated in writing. Incumbents should express themselves clearly when writing directions, assignments, and policies. ' Experience with an industry standard ticketing system and the regular review of support performance and metrics analysis ' Bachelor's degree required ' A minimum of 10 years of progressively responsible in a technical support/help desk environment ' A minimum of 6 years in a support leadership role ' Proven ability to effectively communicate at many levels, both internally and externally ' Adaptability, flexibility, and creativity ' Professional attitude LICENSURE and/or CERTIFICATION BUSINESS COMPETENCIES: ' Technical Knowledge ' Sensitivity to Customer Needs ' Ability to Remain Focused and influence decisions ' Strong Leadership Skills ' Excellent Oral and Written Communications Skills ' Detail orientation, and the ability to record, organize, and communicate detail ' An interest in people, and the ability to grow relationships ' A broad technical knowledge base, with the ability and desire to keep informed of emerging technology ' Skill in organizing and motivating resource, and the ability to drive and account for work ' Ability to attract, build and retain a team of high-performing individuals; must be adept at assessing, coaching and effectively managing employee performance ' A propensity and willingness to learn new technologies

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