• Reports to Executive Director of Information Services
• Supervises Desktop and Network Technician
• Supervises Microcomputer Technician
• Supervises Computer Lab Supervisor
• Supervises Student Assistants
• Supervises Lab Consultants
• Coordinates with:
  1. Manager of Technical Services.
  2. Faculty, professional/classified staff, and students relative to providing training and assistance with the use of computers.
  3. Other campus staff providing technology services.
  4. Other non-campus support providers (software vendors, Unet, etc.)

Primary Purpose of the Position:

Manager of Customer Services insures that help and instruction are given to all campus constituencies as effectively and efficiently as possible, including the solution of problems that are interfering with the timely completion of their work.

• Responsible for the overall support of relevant technology, which includes first level support to users and coordinating all other issues associated with the use of relevant information technology (e.g., library services) and related applications systems hardware and software within the institution.
• Coordinated the resolution of applications/software systems problems impacting program use; helps systems and programming personnel to understand and respond to user interests and concerns.
• Helps in resolving technical computer operations equipment problems; logs documents and maintains history records on technology production problems.
• Recognizes and initiates resolutions to user problems and concerns associated with all IT applications, computer equipment, hardware and software to the user's satisfaction.
• Analyzes the training needs of users, develops classroom curriculum and renders quality individual and group training programs designed to insure maximum utilization of information technology.
• Identifies potential and emerging service level problems before they occur and suggests solutions to upper management.
• Advises immediate supervisor regarding budget planning and spending.
• Keeps up current technical expertise in the rapidly changing technology and utilizes state-of-the-art techniques when implementing computing solutions.
• Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, especially concerning future business expansion.
• Responds to user requests for information and assists in problem resolution.
• Coordinates the resolution of applications and software system problems impacting production. Helps systems and programming personnel.
• Keeps up all report manuals and supervises student computer laboratory operations.
• Identifies reoccurring and potential computer laboratory and individual user problems; suggests procedures and controls for prevention; and explores alternative methods to expedite problem resolution.
• Develops and keeps up service level agreements with the various user departments.

Associated Duties:

• Serves as a backup for related positions as needed or required.
• Trains new and lesser-skilled personnel; provides functional direction and guidelines to junior personnel in order to optimize shift-to-shift efficiency.
• Performs related duties as assigned.

Responsibility for this content: Marteen