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Sr. Manager of Customer Experience
2 months ago
Current Employees and Students
:
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Job Title:
Sr. Manager of Customer Experience
Department:
OCIO | Customer SolutionsThe Senior Manager of Customer Experience is responsible for the effective management and delivery of the tier 2 IT Service Operations services to the customers and users. These services include being an on-call escalation point for the IT Service Desk (ITSD), Desktop Support, Asset Management, Procurement, Roll on/Roll off, and inbound actions of support for the ITSD Operations for the Newark Campus location. They supervise and ensure the service given to customers meets the standards set by metrics.
The Senior Manager of Customer Experience has end-to-end responsibility for ensuring the resolution of incidents and fulfillment of service requests across the Office of Technology and Digital Innovation (OTDI) and our customers based upon service Key Performance Indicators; supervises staff and the process work flow for the defined processes. Ability to use, understand and interpret the Best Practice rules and procedures to ensure adherence to the OTDI IT Service Management processes.
Sr Manager is responsible for communicating with clients and users regarding the type of service they want to receive. They work closely with key customer contacts and OTDI Relationship Management to understand the needs of OTDI Managed IT customers, and coordinate support and services in fulfillment of those needs.
Analyzes training, work flow and procedural needs; implements corrective action; helps to establish the IT Service Desk Operations as the single point of contact within the user community. Provides information and input to Director of Service Operations, and assumes responsibility for human resources functions for direct reports, including employment and performance management.
This position will be located on the Newark campus.
Required Education and Experience:
Bachelors degree or equivalent combination of education and experience. Experience providing customer support in a technical environment; experience using a call management system; demonstrated supervisory skills with proven track record of effective organizational change and positive cultural transformation.ITIL Foundation certificate and moving forward to achieve the ITIL Intermediate certification in their specific process.
Desired Education and Experience:
3+ years managing a team of full-time IT support professionals
This position maps to Information Technology, IT Service Support, People Leader - Managerial, and M3.
Explore our extensive benefits
.
Work-life: Flexible and remote work arrangement opportunities where applicable, childcare program, and access to educational, athletic and cultural events. Retirement: State pension and alternative options with competitive employer contributions, as well as optional supplemental plans. Health: Medical, dental, vision and prescription coverage, life insurance, flexible spending accounts and wellness programming. Time off: Paid vacation and sick time, parental and medical leave plus 11 paid holidays. Short and long-term disability options also available. Financial: Tuition assistance for employees and their dependents, adoption assistance and discounts with preferred vendors and university partners. Wellness: Lifestyle spending account, employee assistance program, health reimbursement account, and employee wellness program.
