IT Customer Support Manager

Kern Community College District

Position Number: 01904

Posting Date: 01/03/2017

Closing Date: 1/20/2017

Open Until Filled: No

Position Type: Management

Rate:

Work Week: 40 hours per week, 12 month position

Minimum Salary: $85,307.16 annually

Maximum Salary: $111,930.39 annually (maximum entry level $111,930.39)

Benefits:
Our competitive benefits package includes medical, dental, and vision insurance; life insurance coverage; long-term disability insurance, and an employee assistance program (EAP).

In addition, employees have the option to purchase:

• Flex 125
• AFLAC Policy
• Supplemental voluntary life insurance
• 403b Tax Shelter Annuity

All coverages begin on the first day of the month following the hire date. Employees are covered under the California Public Employees Retirement System (CalPERS) and are vested 100% after five years of full time service.

College/Site: District Office

Location: DO-KCCD Bakersfield Downtown

Basic Function:
The IT Customer Support Manager reports to the Director, IT Infrastructure and provides overall leadership for ensuring the delivery of effective Information Technology (IT) support to students, faculty and staff

Examples of Duties

1. Provide leadership and oversight for the delivery of effective IT Help Desk Services (HDS) for students, faculty and staff throughout KCCD.

2. Negotiate, execute, audit, monitor and measure services provider contract(s).

3. Set, track, measure and report on key support performance metrics (SLAs) for Help Desk Services.

4. Implement the vision for continuous improvement of IT support services with an emphasis on proactive planning, promoting a customer focused support culture and improving the accountability of delivering effective IT support services.

5. Coordinate implementation of applicable industry best practice support frameworks, such as the IT Infrastructure Library (ITIL), to improve KCCD's IT operations maturity level and move to a more customer-centric support focus for all IT services.

6. In consultation with key operations managers, establish, communicate and monitor IT support service level agreements (SLAs).

7. Participate in the development and communication of a District Wide IT services portfolio (i.e. IT Services Catalog).

8. Drive the district-wide development and implementation of Hardware, Software and Support Process standards.

9. Coordinate, develop and implement Asset Management processes and procedures for IT hardware and software.

10. Be an active member of the change and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime.

11. Serve as the principle representative of the end user community and represent its views and changing needs back to the IT department.

12. Document and communicate the processes , policies and procedures for obtaining IT support.

13. Coordinate IT Help Desk Services efforts to:
a. Build up and maintain self-help and knowledge base information (Tier 0) to be used by students and employees to solve common IT issues and problems
b. Implement and manage customer satisfaction measurement and feedback processes
c. Define, implement and track support escalation procedures
d. Develop and maintain a knowledge management framework that documents the description and technical resolution information for common IT support requests and will be used handle IT support requests in a more timely manner

14. Perform Trending and Root Cause Analysis on reports and statistical data from IT Help Desk Services to:
a. Identify and develop strategies for addressing chronic IT support issues
b. Identify IT training needs for the end-user community and IT staff

15. Establish and manage procedures to ensure effective support coordination between IT Help Desk Services (Tier 1), Tier 2 and Tier 3 resources.

16. Manage the development, planning, scheduling, oversight and delivery of face-to-face workshops, seminars, and anywhere/anytime Training in support of technology fluency for the end-user community.

17. Manage Desktop Support services for KCCD's District Office location.

18. Manage budgets associated with the IT HDS operation.

19. Stay abreast of trends and industry best practices in IT HDS operations, management, technologies, sourcing strategies, procedures and changing end-user needs that could impact IT HDS.

20. Plan, prioritize, and supervise the work of staff assigned to this position.

21. Evaluate staff assigned to this position. Recommend personnel to fill vacancies and recommend new positions as necessary.

22. Perform other duties as assigned by the Director, IT Infrastructure

Education and Experience:
Minimum Qualifications:

Bachelors degree, preferably in a Computer or Business related field, or equivalent combination of education and experience.
Five years of progressively responsible experience interfacing with end users and performing technology problem identification, troubleshooting and resolution.
Three years of progressively responsible experience in the management and delivery of IT support services.
Demonstrated sensitivity to and understanding of the diverse academic, socioeconomic, cultural, ethnic, and disability backgrounds of community college students and employees.
Help Desk Institute (HOI) and/or ITIL certifications a plus.

Knowledge and Abilities:
Knowledge of and Experience:

Technology areas such as applications, systems and networks and the inter-relationships between them
IT related process frameworks such as ITIL
IT service desk tools and best practices
Best practices and standards for installation, configuration and maintenance of workstation hardware and software
Project management principles and concepts
Best practices for providing end-user technical support
Reporting on and documenting projects and work tasks
Effective consulting, presentation, influencing, problem solving and time-management practices

Ability to:

Negotiate and manage vendor contracts and services
Set goals, define customer needs and develop action plans to meet those needs
Direct the development and implementation of short and long-term cohesive IT support strategies
Provide outstanding customer service
Implement best practices and standards for installation, configuration and maintenance of workstation hardware and software
Develop, coordinate and implement end user IT training programs
Effectively communicate verbally, in writing and interpersonally
Communicate and work effectively in a collaborative role with students, faculty, staff and administrators
Effectively manage a staff with diverse backgrounds , experiences, and responsibilities
Manage projects
Manage budgets

Salary Grade: G

Special Instructions to Applicants:


All applicants must apply online at https://careers.kccd.edu/postings/8430. Emails will not be accepted.

As an Equal Employment Opportunity Employer, the Kern Community College District encourages candidates with diverse backgrounds to apply.





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