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Job Title:Senior Manager, Customer Experience
Department:OCIO | Customer Solutions
This is an onsite position located on the Ohio State Newark Campus.
The Senior Manager of Customer Experience is responsible for the effective management and delivery of the Tier 2 IT Service Operations services to the customers and users. These services include being an on-call escalation point for the IT Service Desk (ITSD), Desktop Support, Asset Management, Procurement, Roll-on/Roll-off, and inbound actions of support for the ITSD Operations for the Newark Campus location. They supervise and ensure the service given to customers meets the standards set by metrics.
The Senior Manager of Customer Experience has end-to-end responsibility for ensuring the resolution of incidents and fulfillment of service requests across OTDI and our customers based upon service Key Performance Indicators and supervises staff and the process work flow for the defined processes. This role requires the ability to use, understand and interpret the Best Practice rules and procedures to ensure adherence to the OTDI ITSM processes.
The Senior Manager is responsible for communicating with clients and users regarding the type of service they want to receive. They work closely with key customer contacts and OTDI Relationship Management to understand the needs of OTDI Managed IT customers and coordinate support and services in fulfillment of those needs.
This role analyzes training, workflow and procedural needs, implements corrective action, and helps to establish the IT Service Desk Operations as the single point of contact within the user community. This role provides information and input to Director of Service Operations and assumes responsibility for human resources functions for direct reports, including employment and performance management.
Required Education and Experience:
Bachelor's degree or equivalent experience; Seven years experience providing customer support in a technical environment; Experience using a call management system; Demonstrated supervisory skills with a proven track record of effective organizational change and positive cultural transformation.
Desired Education and Experience:
Twelve years of experience; 3+ years managing a team of full-time IT Support Professionals; ITIL Foundation certificate and moving forward to achieve the ITIL intermediate certification in their specific process.
This position maps to Information Technology, IT Service Support, People Leader - Managerial, and M3.
Additional Information:The Targeted Hiring Range for this position is $111,100 - $114,878 annually.
Location:Hodges Hall (0628)
Position Type:Regular
Scheduled Hours:40
Shift:First Shift
Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.
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