NSU00517- Client Services Manager

Title: NSU00517- Client Services Manager

State Role Title: Info Technology Manager I

Hiring Range: Commensurate with Credentials and Experience

Pay Band: 6

Agency: Norfolk State University

Location: Norfolk State University

Agency Website: www.nsu.edu

Recruitment Type: State Employee Only - E

Job Duties

• Manage and coach a technical team in the day-to-day operation of a customer focused organization.
• Identify and implement technologies and strategies that allow for appropriate growth and expansion of systems and services that OIT provides to the University Community.
• Operationally assess systems and services under job responsibilities and derive improvement plans based on outcomes.
• Maintains detailed knowledge of desktop and laptop personal computers and peripheral equipment.
• Work with Security and Technical Services teams to provide a robust and secure environment.
• Utilize group policy to manage computer settings and limitations.
• Supervise and train student workers.
• Manage all aspects of the IT Help Desk and maintain a high level of customer satisfaction while supporting a wide range of hardware and software products and services.
• Communicating with clients and providing in-person and phone support.
• Operate in an environment that requires confidentiality of information.
• Schedule IT Help Desk staff to ensure adequate levels of support are available to meet established SLA’s.
• Making recommendations to improve operational efficiency.
• Managing escalations and ensuring any issues are resolved in a timely manner.
• Ensure IT Help Desk staff are properly trained and knowledgeable in their respective areas of responsibility.
• Support business disaster recovery procedures for assigned areas of responsibility.
• Provide phone support for network and remote VPN users with connectivity issues.
• Perform backup and recovery procedures as a safeguard measure.
• Perform hands-on fixes at the desktop level as needed, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Work after hours during special events and when needed.
• Performs other duties as assigned by leadership.

Minimum Qualifications

• Extensive demonstrated experience in help desk and direct customer assistance environments.
• Demonstrated experience in experience and coaching technical teams.
• Extensive demonstrated knowledge of desktop and endpoint (tablet, iPhone, iPad etc.) systems installation, administration, performance monitoring, and troubleshooting, and the theories, concepts, principles, models, methods, and tools associated with each.
• Demonstrated knowledge of Microsoft Windows based server environments and services (i.e., Active Directory, DHCP, DNS)
• Demonstrated knowledge of Apple devices and their use by end-users.
• Extensive demonstrated knowledge of desktop and endpoint (tablet, iPhone, iPad etc.) systems installation, administration, performance monitoring, and troubleshooting, and the theories, concepts, principles, models, methods, and tools associated with each.
• Demonstrated knowledge of network security, network architecture, and new and emerging IT and client-server technologies.
• Demonstrated knowledge of Microsoft Windows based server environments and services (i.e., Active Directory, DHCP, DNS)
• Ability to perform site surveys and identify requirements necessary for system definition and utilization.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Demonstrated ability to communicate complex technical matters, both verbally and in writing, to end users who have varied levels of understanding of subject matters.
• Demonstrated ability to handle multiple competing tasks and work both independently and as a team member.
• Demonstrated ability to generate and adapt equipment and technology to serve user requirements.
• Ability to perform site surveys and identify requirements necessary for system definition and utilization.
• Experience using imaging software to image PCs, preferably KACE.
• Highly self-motivated and directed.
• Extensive experience using imaging software to image PCs, preferably KACE.
• Exceptional written and oral communication skills.
• Ability to perform research, analyze results, draft requirements, and formulate technology solutions.
• Demonstrated ability to communicate compl