Customer Service Manager jobs in Madison, WI

Job Summary:

The College of Letters & Science Information Technology Services (L&S ITS) unit is dedicated to advancing teaching, learning, and research in the College. Our multifaceted teams collaborate closely with faculty, staff, and graduate students. We provide essential services, including cybersecurity and departmental support, while tailoring assistance to enhance the user experience. Our work is rooted in a deep appreciation for the diversity of L&S and a firm belief in the value of collaborative relationships that enable the teaching, learning, and research of the University.

The IT Customer Service Manager is a newly established position and will be building and managing our new ITS Customer Service Desk. Our vision is to create a centralized point of contact and a better user experience for all of our customers. Customers will be able to interact with us via walk-in, email, phone, or chat. Student staff will be cross-trained in responsibilities related to all of our services including borrowing instructional equipment from our AV Pool, computer and printer support in the Van Hise InfoLab, AV support in our classrooms, and desktop support requests of departmentally owned computers.

The primary responsibility of this role is to manage the ITS Customer Service Desk, providing essential services and support to faculty, staff, and graduate students in L&S. A secondary function of this role is to provide project management oversight of strategic initiatives on our team.

Key Responsibilities:
1. Leadership and Personnel Management:
- Provide team leadership, ensuring that the ITS Customer Service Desk operates efficiently and effectively.
- Personnel management includes overseeing staff, fostering a positive work environment, and promoting professional growth.

2. Business Process Management:
- Streamline and optimize service desk processes.
- Identify bottlenecks, improve workflows, and enhance overall efficiency.
- Serve as a point of escalation for customer requests, delegate work, respond to inquiries through various communication mediums, and gather metrics to identify process improvements.

3. Technical Duties and Collaboration:
- Handle technical responsibilities related to customer inquiries, troubleshooting, and problem resolution.
- Collaborate with technical experts to address complex issues.

4. Multi-Channel Service Desk and User Experience:
- Ensure seamless communication across various channels: walk-in, email, phone, and chat.

5. Metrics Evaluation and Process Improvements:
- Assess performance metrics, identify areas for enhancement, and implement process improvements.

6. Project Management:
- Plan, execute, and oversee the IT projects, ensuring they meet time, budget, and quality standards.
- This includes: Project planning, team coordination, risk management, progress tracking, reporting, and related responsibilities.

7. On-Campus Presence and Reporting Structure:
- Be physically present on campus during the ITS Customer Service Desk hours of operation.
- The IT Service Desk Supervisor will report directly to this position.

Attributes:
The successful candidate will have excellent organizational and problem-solving skills, attention to detail, and a big-picture perspective. They should be able to develop effective working relationships with a wide variety of faculty, staff, and students, and be committed to delivering exceptional service and support.

On a daily basis the IT Customer Service Manager will provide operational oversight of the ITS Customer Service Desk. The ITS Customer Service desk is open during business hours Monday through Friday. Related duties include serving as a point of escalation for customer inquiries, and serving as a liaison between the ITS Customer Service Desk and ITS desktop support teams. Day-to-day tasks will also include providing project management leadership and support on strategic initiatives for our unit.

Our ITS Customer Service Desk is still in its infancy. The IT Customer Service Manager will be highly involved in fully realizing its mission and vision, and facilitating its expansion and growth to fulfill the needs of the ITS desktop support teams and exceed customer expectations. They will be responsible for the ongoing evolution of the ITS Customer Service Desk, based on feedback, trends, usage statistics, and changing needs.

In summary, this position is integral to creating a user-friendly experience, optimizing processes, and ensuring exceptional customer service within ITS. The establishment of this position reflects our commitment to enhancing IT support services for the College of Letters & Science.

Responsibilities:

• 25% Assists in the development of strategic planning initiatives and unit objectives for complex and strategically significant information technology services
• 15% Plans and directs the day-to-day operational activities for service development, implementation, and maintenance of assigned services and projects
• 20% Proposes, develops, and implements unit operational policies and procedures to align with unit strategies and objectives
• 5% Assists with the development and monitoring of the unit budget
• 15% Serves as the primary liaison to service vendors and stakeholders regarding service updates, offerings, issues, and concerns
• 5% Exercises supervisory authority for full-time equivalent employees and several part time student staff
• 15% Provides technical and analytical guidance for information technology (IT) projects

Institutional Statement on Diversity:

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion

Education:

Preferred
Bachelor's Degree

Qualifications:

Required:
- 3 yrs experience providing help desk support, IT support or similar, including serving as a point of escalation for advanced support including tier 2 and/or tier 3 requests
- Demonstrated history of customer service
- Excellent oral, written, and interpersonal communication skills

Preferred:
- Project management training and experience
- Experience supporting audiovisual technologies
- Experience supervising employees
- Knowledge of Information Technology Service Management frameworks and best practices
- Experience working in a higher education environment

Work Type:

Full Time: 100%

It is anticipated this position requires work be performed in-person, onsite, at a designated campus work location.

Appointment Type, Duration:

Ongoing/Renewable

Salary:

Minimum $70,100 ANNUAL (12 months)
Depending on Qualifications
The expected minimum salary for this position is $70,100. The typical starting salary will be $70,100 - $100,200. Actual pay will depend on experience and qualifications. Employees in this position can expect to receive benefits such as generous vacation, holidays, and paid time off; competitive insurances and savings accounts; retirement benefits.

Additional Information:

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply for jobs unless they meet every single qualification. At UW-Madison, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply.

Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointment.

How to Apply:

Please click on the "Apply Now" button to start the application process.

Applications must be submitted by 11:55pm on Sunday, April 28, 2024. To apply for this position you will need to upload a cover letter and resume. In your cover letter, please detail your experience and background as it relates to the qualifications and duties in this job description.

Selected applicants will receive an invitation to participate in virtual interviews (via Zoom) late April. Those moving on to second round interviews will be invited to an in-person interview at UW-Madison. Once final applicants are identified, they will be asked to provide names and contact information for at least three professional references. References will not be contacted without advance notice.

We are committed to reducing bias in the recruitment process and utilize a redacted application process, which is the practice of removing personally identifiable information from application materials, before the screening of applicants begins. This may include, but is not limited to, name, gender, age, address, dates (such as graduation dates), photos, references, links to personal webpages, supervisor names, and/or citizenship.

For questions on the position, contact: Stella Luong, stella.luong@wisc.edu or 608-262-9966.

Contact:

Stella Luong
stella.luong@wisc.edu
608-262-9966
Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.

Official Title:

Service Coordinator II(IT034)

Department(s):

A48-COL OF LETTERS & SCIENCE/ADMINISTRATION/ADMIN

Employment Class:

Academic Staff-Renewable

Job Number:

295703-AS

The University of Wisconsin-Madison is an Equal Opportunity and Affirmative Action Employer.