Customer Relationship Manager

  • Georgia Southern University
  • Statesboro, GA, USA
  • Aug 18, 2021
Full time Computer & Web Services, Info Technology

Job Description

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Customer Relationship Manager

About Us
Join Our Team at Georgia Southern!

Georgia Southern is a dynamic university with three vibrant campuses in Hinesville, Savannah and Statesboro serving the communities in Southeast Georgia. As a Carnegie Doctoral/R2 institution, our world-class scholars instruct about 26,000 students in associates, bachelor's, master's and doctoral level degree programs. Whether you are seeking the charm of a small town, the traditions of a historical/urban destination near the beach or supporting our military service members and their families, Georgia Southern offers its faculty and staff the best of all worlds!

Beyond an ideal location, there is a place for you to work in an exciting environment abounding with opportunities for personal and professional growth. We are steeped in tradition and devoted to academic distinction in teaching, scholarship and service. In 2018 Forbes Magazine listed Georgia Southern, along with 10 other Georgia companies or institutions, as one of America's Best Midsize Employers. Georgia Southern University is passionate about serving our region while preparing our students to be lifelong scholars, leaders, and responsible stewards of their communities and the world.

Department Information
Information Technology Support Automation

Job Summary
Manage and lead technical team to provide responsive and consultative desktop support to students, faculty, staff, and other entities across campus. Serve as liaison between department, service teams and customer to ensure that response times meet departmental and University service standards. Support students, faculty, and staff and other entities that require desktop or technical support.

Responsibilities
Perform related duties as assigned to support the mission of the University
Monitor inventory, classroom infrastructure/equipment upgrades and methodology
Develop and deliver Service Level Agreements (SLAs) to assigned customers along with monitoring to ensure response times are met
Work with colleagues to develop a training plan for technical staff to include full time and student workers
Set team work schedules
Assign tasks
Set expectations for serving customers and timelines/deadlines
Manage special projects and technical requests submitted by University customers
Supervise support technicians who provide desktop support for hardware, software, peripherals, and various services across the Windows and Macintosh operating systems including, but not limited to: installation, configuration, troubleshooting, consultation, and training
Manage documentation of all reported issues
Collaborate with other support teams to ensure response times within service level agreements are reached
Promote environment of outstanding customer service among team members and the University population
Act in a consultative role for customers to understand specific application requests and provide appropriate solutions/recommendations
Monitor, track and resolve tickets assigned to support area queue
Manage a team of full time IT technical support specialists
Manage a team of students to supplement delivery of services and face-to-face support
Evaluate and hire new staff members
May act as technical lead and/or project manager on special projects or technical requests submitted by customers
Deploy software
Maintain and install lab machines
Act in a consultative role for customers to understand specific application requests and provide appropriate solutions/recommendations
Required on-call

Required Qualifications
Educational Requirements

Bachelors degree

Required Experience
Three (3) or more years of related work experience

Other Required Qualifications
A+; Netplus certification- must be required within the first six (6) months of employment

Preferred Qualifications
Preferred Educational Qualifications

Master's degree

Preferred Experience
Five (5) years of experience
Two (2) years of supervisory experience
Three (3) years of experience in a higher education environment
Experience with Enterprise and/or Line-Of-Business applications
Experience with Higher Education Auxiliary Enterprises (Retail Services, Dining, Card Services, Parking and Transportation), Life Safety, University Housing, Student Health Services, Facility Services, Controllers/Financials, and Human Resources

Additional Preferred Qualifications
Familiarity with regulatory policies and procedures such as HIPAA, PCI, and FERPA

Proposed Salary
$50,000 - $60,000

Required Documents to Attach
Please provide three (3) professional references in the Required Documents to Attach section of your application

Knowledge, Skills, & Abilities
ABILITIES

Consistently exhibit engaging customer service
Navigate web access and e-mail with or without reasonable accommodation
Proven proficiency with computers including Microsoft Office, Google, and/or applications as required for specific position
Ability to work well in a diverse environment
Learn new technologies and interpret them to provide solutions for customer needs or issues
Respond quickly to customer issues, learn and adapt to new technologies
Troubleshoot and escalate issues to ensure customer satisfaction
Ability to multitask and use independent judgment
Understand how to resolve client/server computing issue
Possess a superior work ethic
Demonstrated ability to work in cross-functional environment
Manage competing demands and adapt to frequent changes
Learn and adapt to new technologies and interpret to provide solutions for customer needs or issues
Remain current on technology changes to respond quickly to customer issues
Must be highly analytical, have a passion for details, and capable of translating analytical insights into action
Demonstrated ability to work in a team of cross-functional environment

KNOWLEDGE
Adhere to University policies and procedures to meet Institutional goals and support the University's mission for student success
Knowledge of Divisional application servers and information systems installed; understand risk, recommend preventive measures and respond to incidents
Knowledge of various hardware and software systems, integrated systems, and event driven programs

SKILLS
Demonstrate commitment to inclusiveness by working well with diverse populations
Use effective communication and human relations skills
Demonstrate appropriate organizational skills as required for specific position
Proven experience in IT operations
Strong organizational skills with the ability to prioritize, multitask, address issues quickly and professionally, and meet deadlines

Apply Before Date
September 10, 2021

Contact Information
For more information or questions about a job posting, please contact the Department of Human Resources by phone at (912) 478-6947 or by e-mail at hrservice@georgiasouthern.edu.

For technical support, please call the Shared Services Center at (877) 251-2644 or oneusgsupport@usg.edu.

Conditions of Employment
Georgia Southern University is a Tobacco and Smoke-Free Community
Successful completion of background investigation and legal authorization to work in the US prior to employment
Must be able to perform duties and responsibilities with or without reasonable accommodation

Offers of employment are contingent upon completion of background investigation including a criminal background check demonstrating your eligibility for employment with Georgia Southern University, as determined by Georgia Southern University in its sole discretion, confirmation of the credentials and employment history reflected in your application materials and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test.

Offers are made expressly subject to the applicable federal and state laws, to the statutes, rules and regulations of this institution and to the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.

Equal Employment Opportunity
Georgia Southern University provides equal opportunities to all employees and applicant for employment without regard to race, color, sex, sexual orientation, gender identity or expression, national origin, religion, age, veteran status, political affiliation, or disability. Individuals in need of reasonable accommodations under the America with Disabilities Act to participate in the search process should notify Human Resources: (912) 478-6947.

Other Information
Must be able to perform duties and responsibilities with or without reasonable accommodation
Work is generally performed in an office environment
May be required to sit for long periods of time
May be required to climb ladder
Ability to work on call after hours
Work extends beyond the normal 40-hour work week including nights and weekends
Required to manage multiple complex projects simultaneously under pressure of deadlines and working in a fast paced information technology environment

Background Check
Standard and Education

Other Information
Believing that diversity, equity, and inclusion contribute to excellence in the workplace and to the quality of the University's academic environment, Georgia Southern University is committed to recruiting and retaining diverse faculty and staff to support, promote, and serve a diverse student body and promote Inclusive Excellence. Candidates from historically underrepresented groups, whose work furthers the institution's Inclusive Excellence goals, and who bring to campus varied life experiences, perspectives and backgrounds are especially encouraged to apply.

To apply, visit: https://careers.hprod.onehcm.usg.edu/psc/careers/CAREERS/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_SCHJOB_FL&Action=U




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Application Details

When inquiring or applying for this and other job openings at Georgia Southern University, please also reference AcademicCareers.com

Applicants with dual-career considerations can find university jobs such as professor jobs, dean jobs, chair / department head jobs, and other faculty jobs and employment opportunities at Georgia Southern University and at other institutions of higher education in the region on www.AcademicCareers.com