Career Opportunities

Information Technology

Client Services Manager


Posting Date

1/4/2019 12:00:00 AM

Position Information

Working Title:  Client Services Manager
UW System Title:  Assistant Director, Computer Services/M

Essential Job Functions

This position reports to the Assistant Vice Chancellor for Information Technology & Library Services / CIO and is responsible for supporting the university community in their use of computer technologies and application software. Working collaboratively with the other teams within the IT Division this position provides seamless technology services for faculty, staff and students in support of the UW-Green Bay mission and vision. This position oversees the operational and personnel activities for the following services: IT Service Desk, computer labs, lab printing, and workstation inventory (including acquisition, and disposal). The Client Services Manager leads a team of academic staff, university staff, and student employees, and serves on the Information Technology Division Leadership Team.

This position includes the following responsibilities:

  • Build relationships with colleagues in IT and throughout the University, key stakeholders and end users to ensure that goals for service quality and end user productivity and satisfaction are understood and exceeded.
  • Identify opportunities to improve service delivery, IT service desk operations, and desktop environment, based on analysis of performance metrics and other information sources. Lead planning and execute initiatives.
  • Provide recommendations and collaborate in strategic planning and setting of overall service and technical direction for the department.
  • Collaborate to set a shared vision and strategy for the team; and use leadership skills to help team members and colleagues navigate through change.
  • Recruit, train, coach and mentor Client Services analysts including career development.
  • Manage the day-to-day operations of the team resulting in workload equity, compliance with standards and services and deliverables that provide consistency and dependability in meeting customer and organizational expectations.
  • Develop staffing plans and schedules, proposals, and budgets resulting in effective planning and appropriate use of funds and resources.
  • Oversee IT Service Desk requests, incidents and problems, monitoring and managing support queues to ensure timely issue resolution and high-quality customer service.
  • Oversee documentation of the team’s processes, knowledge base and self-service capabilities for the faculty, staff and students we support.
  • Oversee campus workstation inventory, computer replacement planning, acquisitions, and surplus operations, including the rollout of upgrades to campus workstations annually.
  • Oversee student general access computer and specialty labs management and usage.
  • Oversee the planning and implementation of workshops and other training resources to enhance technology training for students, faculty, and staff.
  • Apply Workforce Management tools and methods to scale staffing levels and meet goals for coverage of work shifts, customer and staff satisfaction, efficiency and costs.
  • Ensure effective communications, on behalf of the entire Division, about normal operations and exceptions that impact services and projects and escalate appropriately.
  • Act as an escalation point for support issues. Determine root cause of recurring issues and communicate impacts appropriately. Manage and coordinate urgent and complex issues.
  • Provide regular and ad-hoc reporting on key performance indicators, trends and performance against service level expectations.
  • Develop and improve processes.

Qualifications

MINIMUM QUALIFICATIONS:

  • Bachelor's degree in computer science, business computing or a related field at time of application
  • 3 years of management experience that includes recruiting, mentoring, career development and performance management, leadership and/or team building
  • 5 years of IT, customer service or other relevant operations settings


PREFERRED QUALIFICATIONS:

  • Demonstrated experience in roles requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting and working independently
  • Demonstrated experience with development, implementation and improvement of processes
  • Demonstrated proficiency with current computer technologies and applications like tools for documents, spreadsheets, presentations and collaboration
  • Demonstrated ability to comprehend and integrate projects into overall department and organization direction
  • Demonstrated experience with IT service desk processes including management of incidents, support tools and practices, with working knowledge of service center technologies, such as FootPrints or others
  • Demonstrated experience fostering relationships with end users and being a champion of service excellence
  • Demonstrated experience managing cultural and/or organizational change
  • Relevant training and certification in service center or service management training
  • Experience with Windows and OS operating systems, and Office 365

The successful candidate will have strong oral, written, interpersonal, and organizational skills, the ability to communicate with a diverse student population, demonstrated integrity and strong leadership, and the willingness to be part of a collaborative team. The University welcomes applicants who are dedicated to enriching the quality of life for students and the community by embracing the educational value of diversity, promoting environmental sustainability, encouraging engaged citizenship, and serving as an intellectual, cultural, and economic resource.

Conditions of Appointment

Position is a full-time Academic Staff appointment.  Official transcripts of the highest degree achieved will be required of finalist(s). A criminal conviction investigation will be conducted on the finalist(s). In compliance with the Wisconsin Fair Employment Act, the University does not discriminate on the basis of arrest or conviction record.

All final candidates must be asked, prior to hire, whether they have been found to have engaged in, are currently under investigation for, or left employment during an active investigation in which they were accused of sexual violence or sexual harassment. When obtaining employment reference checks, these same sexual violence or sexual harassment questions must also be asked.

The University of Wisconsin-Green Bay does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Human Resources..

Salary

Salary range of $70,000-$78,000
This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA).

BENEFIT DETAILS
The UW System provides an excellent benefits package, including participation in the Wisconsin State Retirement System.

To Apply

STEP 1: Please select the applicable link below:

External Applicants: (NOT currently employed by the University of Wisconsin System)
Internal Applicants: (Currently employed by the University of Wisconsin System)

STEP 2: From "Job Search" screen,

  • Click "View All Jobs"
  • Select "Client Services Manager"
    • You must login before you can apply. Input your "User Name" and "Password" and select "Sign In."
    • If you have not yet registered, click "Register Now" to begin the registration process.


STEP 3: Submit application materials:

Please be sure to complete all required fields, and include all required documents before submitting your application. Once submitted, you will not be able to edit or attach any application materials. Files must be complete to be considered. Please include the following documents:

  • Cover letter that specifically addresses qualifications for the essential job functions
  • Resume
  • Names and contact information for three references
  • Unofficial transcripts of the highest degree achieved

You must select "Submit" to forward your application materials to the search committee.

If you have any questions, need accommodations, or submitted your application with missing materials, call or email:

Kathy Gajeski
Phone: (920) 465-2383
Email:  gajeskik@uwgb.edu

Application Deadline

To ensure consideration, please submit application materials by Wednesday, January 23, 2019.

Note: The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis.Stat. sec. 19.36(7).

For more information regarding the University of Wisconsin-Green Bay and the surrounding area, see our Campus and Community section. For Campus Safety information see our Office of Public Safety website and our Annual Security Report (for a paper copy please contact the Office of Human Resources at (920) 465-2390). This report includes statistics about reported crimes, as well as information about crime prevention and campus security policies and procedures.

The University of Wisconsin-Green Bay is an Affirmative Action Equal Employment Opportunity employer committed to achieving a diverse workforce and to maintaining a community which welcomes and values a climate supporting equal opportunity and difference among its members. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender and/or gender identity or expression, marital or parental status, genetic information, national origin, ethnicity, citizenship status, veteran or military status (including disabled veteran, recently separated veteran, other protected veteran, or Armed Forces service medal veteran status), age, or disability.