CUSTOMER SERVICE MANAGER

TITLE: Customer Services Manager

QUALIFICATIONS:

• Minimum of an Associate degree from an accredited college in management information systems or other technology related field.

OR

Four years of relevant work experience may be substituted for the Associates degree; and high school diploma or equivalent.

• One year minimum working in a help desk environment.

• Four years experience supervising hardware repair and maintenance.

• A computer industry certification.

• Microsoft Certified System Administrator (MCSA) and /or Novell Certified Network Administrator (CNA).

• HP/Compaq hardware certification (Desktops, Laptops, Laser and DeskJet printers).

• Must be capable of lifting equipment up to 60lbs.

• Requires a current driver’s license and vehicle.

• Requires four years experience servicing IBM Compatible and Apple Personal Computers.

• Requires four years experience servicing Hewlett Packard Laser Jet Printers.

• Administration and communication skills.

• Required criminal history background check and proof of S. citizenship or legal resident alien status.

REPORTS TO:

Coordinator of Network and Computer Services

SUPERVISES:

Senior Hardware Specialist

Hardware Specialist

Computer Technician

PERFORMANCE RESPONSIBILITIES:

• Responsible for the day-to-day operations of the technology related customer services.

• Provides direction and leadership to all IT field staff.

• Ensures that IT field staff is documenting and closing all trouble calls in the help desk software.

• Ensures that field staff responds to the tickets assigned to their team.

• Provides the Coordinator of Computer and Network Services with a monthly report identifying trends and issues with customer service.

• Recommends to the Coordinator of Computer and Network Services training for the user community based on customer service data.

• Ensures that the IT field staff is properly trained in all products and systems used by the District.

• Establishes an internal training program for the IT field staff.

• Promotes certification programs in the areas of Personal Computers (A Certification) Printers (Hewlett Packard Certified Associate) Microsoft Applications (word, excel, power point, access, etc.) (Certified Microsoft Professional), and Novell NetWare Administration (C.N.A.)

• Performs other related work as assigned by the Coordinator.

TERMS OF EMPLOYMENT:

Twelve (12) months; non-tenurable.

Evaluated by the Coordinator of Network & Computer Services consistent with statute, code and collective negotiations agreement.

Compensation and benefits as established by the collective negotiations agreement