Class Code: ………….0714
Position #:(PSA) ….107221
Developed by: ……….….dp
Approved by: ………
TITLE: Manager, NETS/Helpdesk-Contact Center
DIVISION: Academic Affairs – (Office of Information Services)
REPORTS TO: Director, Networking & Telecommunications Services
SUPERVISES: Support staff, students and other personnel providing first-line technical support for voice, video, and data communication services, to students, faculty, staff and external customers.
Plan and manage the delivery of contact center (University helpdesk) services to support customers of the Office of Information Systems (students, faculty, staff and external customers).
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Manage the OIS contact center (University helpdesk) with first-line support for OIS customers, including phone, walk-in, on-line and chat support to solve technical problems. Supported hardware includes Windows and Mac platforms, mobile computing devices, and voice systems. Supported applications include e-mail, Internet/intranet access, database management, programming languages, statistical software, office applications, remote access to the network and more.
Conduct periodic meetings with OIS managers and other IT managers throughout the University to ensure the contact center is prepared for application, system, network or other changes or implementations that would otherwise impact the contact center’s ability to serve its customers.
Manage and develop support staff and student employees to consistently provide a professional level of support. Provide motivation and administrative support and identify training needs to maximize employees’ potential. Oversee the scheduling and follow through of customer appointments with the goal of continuous improvement.
Evaluate and select tools to facilitate serving customer base. Provide input and recommendations on issues that have an impact on supporting the University’s computer and network users. Manage a knowledge base and trouble ticket application (URI currently uses Remedy) to expedite the assistance of clients on the use of hardware, software and services, and to be used for self help applications.
OTHER DUTIES AND RESPONSIBILITIES:
Responsible for coordinating expanded support activities during fall semester as students move into URI housing and residential life facilities (university dormitories).
Use helpdesk tools and statistics to log, track/monitor customer support requests. Provide periodic (weekly, monthly, and annual) reports summarizing statistics and permutations related to contact center activities and resolution times to gauge performance and areas for improvement in contact center.
Maintain high level of understanding of current developments in the assigned area of responsibility and anticipate future needs associated with helpdesk/call center technology. This includes monitoring trends in emerging technologies and providing advice to the Director of NETS on modifications in technical skill sets of staff and students working in the contact center.
Perform other related duties and responsibilities as assigned.
LICENSES, TOOLS AND EQUIPMENT:
Current understanding personal computer hardware and software, operating systems, printers, personal computer security, and helpdesk or call center application (such as Remedy). Must be proficient in the use of personal computers including software applications such as spreadsheets, word processors, presentation software, etc.
This position is not substantially exposed to adverse environmental conditions; however, the individual must be able to work safely in an environment with possible exposure to electrical hazards.
Required: Bachelor’s degree; with 6 years’ experience providing Information Technology support to users in a technical capacity (preferably in a university environment). Prior supervisory experience required, including experience supervising students. Must have excellent verbal and written communication skills with the ability to communicate technical information to non-technical people; demonstrated ability to understand and support needs users in a complex computing and networking environment (preferable in a university environment). Demonstrated ability to assess and implement IT systems or applications that lead to more effective services/support for customers. Strong customer service orientation (preferably in higher education) with excellent interpersonal skills; demonstrated ability to train students and support staff; ability to coordinate and motivate large numbers of student workers. Preferred: Master’s degree; experience in teaching IT related skills or applications; experience in using and/or managing helpdesk or call center using knowledge bases and appropriate trouble-ticket systems (such as Remedy) experience in preparing reports and presentations; experience in the design and selection of effective information technology support systems/services.
ALL REQUIREMENTS ARE SUBJECT TO POSSIBLE MODIFICATION TO REASONABLY ACCOMMODATE INDIVIDUALS WITH DISABILITIES.