Job ID: 240621
Location: Columbus State University
Full/Part Time: Full Time
Regular/Temporary: Regular
Job Summary
Columbus State University's Department of University Information and Technology Services is seeking an IT Student and Operations Manager. Under the general direction of the Manager, IT Support Services and Training, the IT Student and Operations Manager is the manager of the IT Help Desk for both campuses. This position is responsible for managing, hiring, training, and overseeing the work of students and employees assigned to the Main and RiverPark Campus Help Desks. Additionally, it is responsible for developing, implementing, and supporting a help desk that delivers effective IT support and a positive customer service experience. The IT Student and Operations
Manager is focused mainly on student success and will have demonstrable leadership skills in a fast-paced environment; along with possessing the ability to deliver forward-thinking problem solving with a high degree of customer-service focus.
This position must be knowledgeable in all aspects of computer setup, installation, troubleshooting, maintenance, upgrades (specifically with Windows and Mac OS), and provide other technology services to the CSU community. The IT Student and Operations Manager will oversee the work assigned to the Main Campus and RiverPark Campus HelpDesk and provide technical support to CSU users as they utilize technology to further the university's mission. This position is responsible for providing courteous, prompt, and accurate technical assistance to CSU students, faculty, and staff in person, telephone, online requests (eQuest), and email. The IT Student and Operations Manager's responsibilities also include initial assessment, triage, research, and resolution of incidents and requests regarding the use of hardware, application software and/or infrastructure components to ensure student success.
Responsibilities
Responsibilities include but are not limited to:

• Provide management and direction for the Help Desk Team according to best practices, along with leading, mentoring, and supporting the student employees at the Help Desk (80/90% supporting student staff and students)
• Acting Senior Manager when necessary, to ensure business practices and processes continue
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
• Develop and implement service desk policies, processes, and procedures for the management and support of internal and external customers to include responsibility for effective communication of status
• Ensure the Help Desk provides and delivers high levels of support by providing trends, reports, and analysis of customer satisfaction, performance against agreed to service levels and plans for service improvement
• Analyze performance of Help Desk activities and documented resolutions, identify areas for improvement, and devise/deliver solutions to enhance the quality of service and to prevent future service delivery quality issues
• Identifies, recommends, develops, and implements programs to advance the knowledge of customers and team members, including communication, training, and user experience and knowledge management
• Continuously grow general knowledge of current university, department, and facility-specific products, increasing ability to resolve requests on first contact
• Serve as co-administrator of the CSU ticketing system (eQuest) for campus services; manage and confirm user-submitted trouble ticket information, resolve issues over the phone, email, or in-person
• Create and maintain process and training documentation
• Proficient in Social Networking, marketing, and analytics
• Participate in process improvement and employee development
• Assist with classroom/labs imaging process and audio/visual technology
• Identify and learn appropriate software and hardware used and supported by the organization
• Assist Repair Shop with basic troubleshooting and software repair
• Maintain and troubleshoot devices and systems, hardware, and software
• Create and maintain brochures, fliers, web pages, and other promotional materials
• Evaluate documented resolutions and analyze trends for ways to prevent future issues
• Develop and maintain service catalog and knowledge base articles for end users
• Access, update, and maintain content on our websites to improve the user experience
• Serve as training administrator for the CSU community on the Learning Management System, Content Management System, Qualtrics, and other applications
• Oversee the operations in the open computer labs, enforcing policy and ensuring equipment is operational
• Find ways to better promote and market IT Services on Main Campus and RiverPark Campus
• Develop effective training methods (Speed Tech) for students, faculty, and staff; Train users to work with new computer hardware or software and applications used on campus
• Achieve computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
• Improves existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.
• Maximizes use of hardware and software by training users; interpreting instructions; answering questions.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Organizing daily operations and services using Lean Six Sigma and ITIL best practices
• Perform related duties consistent with the scope and intent of the position

Required Qualifications
Minimum qualifications include a Bachelor's degree and a minimum of one year experience of previous technical customer service and managerial experience, preferably in a university setting; or any equivalent combination of education and experience. The selected candidate must possess skills in leadership development, training, and team building; excellent customer service skills; knowledge of personal computers and common application programs (MS Windows, MS Office, web browsers, Mac OS, Gmail, Google, etc.); possess technical and analytical skills; also soft skills to deal directly with the customer, offering advice, training, solutions, and guidance; a demonstrated ability and desire to learn university, department, and facility-specific applications, technology, and terminology; knowledge of all basic help desk functions; the ability to troubleshoot technical issues and find solutions; the ability to analyze trends and make predictions; the ability to prioritize and multi-task in a busy environment; possess a high attention to detail with a focus on quality; HTML or web development experience; the ability to work responsibly with minimal supervision; the ability to work well with immediate team members and solve problems quickly; effectively be able to use and troubleshoot Apple products; strong interpersonal and communication skills, both verbal and written; the ability to be creative and innovative in a higher education environment and create ideas for process improvements; and the ability to research and apply leading IT trends and standards to the department and the university.
Proposed Salary
The annualized salary range for this position is $38,842 - $43,698 and includes full benefits.
Required Documents to Attach

• Cover Letter/Letter of Application
• Resume
• Unofficial Transcripts

Contact Information
If you have any questions, please contact the Human Resources Office at 706-507-8920 or e-mail to hr@columbusstate.edu.
Conditions of Employment
Successful completion of a criminal background investigation and legal authorization to work in the US prior to employment is required.
Equal Employment Opportunity
Columbus State University is committed to recruiting, supporting, and fostering a sense of belongingness for a diverse, equitable, and inclusive community of outstanding faculty, staff, and students and is an Equal Opportunity/Affirmative Action employer. It is the policy of Columbus State University to recruit, hire, train, promote, and educate persons without regard to race, color, religion, sex, national origin, ethnicity, age, genetic information, disability, gender identity, sexual orientation or protected veteran status.
Special Applicant Instructions
For fullest consideration, please submit your application immediately. All applications and required documents must be submitted using Columbus State University's online employment site and a complete packet must be submitted for full consideration.
To apply, visit https://careers.hprod.onehcm.usg.edu/psp/careers/CAREERS/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=30000&JobOpeningId=240621&PostingSeq=1
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