The IT Customer Service manager provides oversight and leadership for the IT Help Desk, Identity and Access Management (IAM) and the Audio-Visual teams (A/V). The IT Customer Service manager position is responsible for ensuring the delivery of outstanding customer service though the customer facing groups that they manage. These responsibilities include the oversight of all incoming IT Helpdesk support requests (Phone, Chat, Ticket, in Person), the documentation of all support processes and procedures, planning and coordination for events requiring A/V support, and the coordinated distribution of all work throughout the teams. This position directly supervises all Help Desk Analysts, IAM Analysts and A/V Technicians.
High School Diploma or equivalent (Required)
Bachelor’s Degree in Information Science/Technology or closely related field (Preferred)
Three or more years of experience in a technical support role in a large call center or support center environment. (Required)
Technical and supervisory Help Desk related experience (Required)