Helpdesk/Customer Service Manager position description
DRAFT DRAFT DRAFT DRAFT DRAFT Position: Budget Title: Staff Assistant Local Title: Helpdesk/Customer Service Manager Grade: SL2 Proposed Appointment Date: 11/1/96 Length of Appointment: Line Item Number: Funding Source: __PSR__ Proposed salary range: greater than $24,629 Account number: 860131 Type of position: Professional Appointment type: Full-time/Term Oligation: Calendar year Justification for recrutiment: Can the position be college year? NO. This position will manage our primary helpdesk, a service which supports all departments and offices and is operational during the entire calendar year. Responsibilities of position: The Helpdesk/Customer Service Manager is responsible for managing all operations and services handled by the Distributed Computing/Telemedia Helpdesk. The Manager supervises the Helpdesk professional support staff and student assistants. The Manager is responsible for maintaining the Helpdesk's tracking system database (data entry, updates, reports) and for making appropriate referals to technical support staff for service requests that cannot be handled by the Helpdesk. [This person is an advocate for our customers and must be able to handle customer, as well as support team demands.] Qualifications: Minimum qualifications: Experience with managing the use of databases; familiar with basic, routine operations of Apple Macintosh and Microsoft Windows-based computers including basic applications such as word-processing, email, Netscape web browsing. Supervisory experience with students, excellent interpersonal skills and a customer-service attitude are essential. Additional desirable qualifications: Works well under stress and has team-oriented experience in a higher-education environment. AFFIRMATIVE ACTION PROFILE A. Proposed Placement of Advertising: 1) Internal/external. B. Search Committee Chair: Robert Jewett, DC/TM