Supervisor Customer Service and MRO

5 hours ago


Elgin, United States Illinois School District U-46 Full time
Position Type:
Information Services/Manager

Date Posted:
11/7/2024

Location:
Information Services Department

Date Available:
ASAP

Closing Date:
Until Filled
Position / Title: Supervisor-Customer Service and MRO

Bargaining Unit: NON-UNION

Department/Location: Information Services

Calendar Days: 260

Reports To: Director of Information Services

JD Revision Date: 11/07/2024

Supervises: Support Center Agents, Level II Tech/MRO

Function / Position Summary
Supervise the daily operations of the Support Center Agents (SCAs). Assign schedules, balance
the workload, and provide guidelines to the SCAs including recognition, coaching, training, and
problem solving techniques. Responsible for the management of the Maintenance, Repair &
Operations (MRO) process. Must adhere to access and security restrictions at all times. Develop
productive interaction with faculty, staff, students, tech support, and members of the public to
ensure a high level of customer satisfaction. Maintain confidentiality of students/staff/department
information in the school district and in the community.

Job Duties / Responsibilities
  • Supervise the day-to-day activities of the Support Center Agents to ensure maximum productivity.
  • Resolve and document customer requests in a professional, timely, and efficient manner.
  • Audit District automated reports for new hires, Human Resources, and Information Services.
  • Plan and execute training and development of SCAs, including Help Desk ticket management system.
  • Efficiently execute/maintain the MRO process/inventory (Maintenance, Repair & Operations).
  • Perform hands-on equipment repairs as needed.
  • Provides recommendations to management regarding improvement of procedures.
  • Issue assignments/duties to the SCA team.
  • Attend and supervise all Board of Education meetings.
  • Monitor and document the team's performance on a quarterly basis.
  • Other duties as assigned.
Education
  • High School Diploma with a minimum of 2 years of technical support and customer service.
  • Bachelor's Degree in related field (preferred).
  • CompTIA A+ Certification (preferred).

Experience / Knowledge
  • Minimum two years hands-on computer support and customer service experience.
  • Demonstrated knowledge of Windows operating systems.
  • Ability to learn and support new applications.
  • Must have a positive and constructive attitude to work effectively in a dynamic work environment.
  • Must possess a high level of problem-solving skills.
  • Exceptional telephone etiquette and the ability to communicate with staff at all levels.

Physical Demands
  • Ability to work on a computer over a major portion of the work day.
  • Ability to lift, move, or carry up to 50 lbs. with proper technique.
  • Utilize ladders with proper safety techniques.
Terms of Employment
  • This is a full time (40 hours per week), 12-month position.
  • Salary and benefits are as established by the Board of Education.
  • The full salary range for this position is $60,243.00 to $90,353.00. It is our typical practice to hire in between the minimum and midpoint ($75,298.00).
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