Vacancy expired!
NOTE TO APPLICANT: Please submit your resume and cover letter along with your application. You may submit both documents as one attachment in the My Experience section of the application under the "resume/CV" upload section, or as separate attachments. Once you submit your application, you will not be able to attach additional documents.Job Description:Opportunity:The Client Support Services Manager for The Claremont Colleges Services (TCCS) leads a team of 8-12 technical support professionals, providing a wide range of desktop and other IT support to meet the diverse needs of clients across the organization. The person in this role will have an opportunity to balance an orientation for service, technical expertise, and leadership to develop a client support services team focused on the delivery, assessment and continuous improvement of IT support for TCCS. Being a member of the TCC IT team, consisting of almost 30 members, will allow the Client Support Services Manager to benefit from the knowledge and experience of other IT professionals in the department, including staff in networking, systems, and enterprise applications.TCC IT promotes the ongoing professional development of its staff members. The person in this role will have an opportunity to gain certifications, recertification, attend training, and utilize other web-based development offerings. The size and culture of the IT organization gives the Client Support Services Manager regular opportunities to participate and lead projects and initiatives that involve staff and technologies spanning the entire IT organization. The will also have the opportunity to interact with and learn from colleagues at each of the seven Claremont Colleges.The Client Support Services Manager position provides a unique opportunity to support a wide range of functional areas in one organization while also facilitating support of services that are utilized by eight distinct entities. The position requires balancing executing basic operations, developing and sustaining relationships, and accommodating a range of sometimes conflicting needs. It offers the chance to do all of this in a supportive environment committed to providing the professional development each of its members needs to thrive.Overview of the Role:The Client Support Services Manager leads the Client Support Services team within The Claremont Colleges IT (TCC IT), a unit of The Claremont Colleges Services (TCCS). The purpose of the Client Support Services Manager is to oversee operations of essential client support functions mainly focused around customer technical support. It also includes responsibility for phone switchboard operations for The Claremont Colleges. The Client Support Services Manager is responsible for ensuring client expectations are met and exceeded, and plans strategies for continuous improvement of services. The ideal candidate is experienced with leading and managing small teams of 8 – 12 staff with best practices in performance management, team building, and project coordination. They are also experienced with building strong working relationships with people across a wide range of functional areas. The Client Support Services team and manager are heavily relied on for cross-team collaboration on tasks and projects. This position reports to the Director of Infrastructure Services for The Claremont Colleges Services.Performance Objectives:
Provide leadership to Client Support Services team: Within the first 30 days, meet each member of the Client Support Services team, establish a regular 1:1 meeting schedule, a team meeting schedule and/or other regular points of contact as necessary. Learn the challenges and successes each team member faces in serving the organization. Begin to establish a collaborative leadership relationship with the each member of the team. Coordinate with the TCC IT Leadership Team and Human Resources to become familiar with the IT Promotion and Advancement Ladders (PALs), processes for coaching and managing employee performance, timekeeping and other areas necessary for leadership success.
Develop familiarity with TCCS Technology, Processes and Workflows: Within first 60 days, become familiar with the various technologies, workflows and other processes used by the Client Support Services team to support the TCCS organization. Identify opportunities to improve work flow and process effectiveness and propose solutions to the Director of Infrastructure Services and to Chief Information Officer as needed.
Build relationships across TCCS: Within the first 90 days, meet with key stakeholders in each area of TCCS to become familiar with the technology used in each department and their IT-related needs. Document and share feedback with Client Support Services and IT Leadership teams.
Assessment and Continuous Improvement:Within first six months, develop appropriate metrics and/or other indicators and begin to assess the effectiveness of client support services. Use this information to advise the Director of Infrastructure Services and /or the Chief Information Officer and to plan, develop and manage the execution of tactical and strategic plans that promote continuous improvement of services.
Develop Organizational Cultural Awareness: Within the first 12 months, develop an understanding and appreciation for the culture of TCCS and, as necessary, TCC broadly. Ask questions of the IT leadership and Client Support Services teams and to learn how decisions are made and become familiar with formal and informal processes and procedures. Continue to develop relationships with leaders and staff across TCCS and TCC.
Note:The individual selected for this role will have the necessary education, skills, and experience to perform successfully in each of the performance areas outlined above. While there is no single combination of education, skills or experience, a high performer in this role typically has a bachelor’s degree or equivalent experience with six years of diverse experiences in IT operations, including supervisory and leadership responsibilities, particularly in a hands-on, high-touch, client facing organization.Required Hours: The regular hours for this full-time position are 8 a.m. to 5 p.m., Monday–Friday. Holiday, weekend and evening work hours may be required. Regular hours may vary due to needs of the organization or business unit.ADA/OSHA:This job description defines the essential job duties of this position. The Claremont Colleges Services expects that employees hired for this position can perform the essential functions of this job without imposing risk of substantial harm to the health or safety of themselves or others. It may also include marginal functions, generally defined within Title I of the Americans with Disabilities Act (ADA) and the Occupational Safety and Health Administration (OSHA).Disclaimer:This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position. When duties and responsibilities change and develop, The Claremont Colleges Services will review this job description and make changes of business necessity.Equal Opportunity Employer:TCCS is an equal opportunity employer. TCCS managers make employment decisions on the basis of merit, with the aim to have the best available person in every job. TCCS prohibits discrimination based on race, color, religious creed (including religious dress and grooming practices), gender (including gender identity and gender expression), national origin or ancestry, genetic information, physical or mental disability, medical condition, marital status, registered domestic partner status, age, sexual orientation, sex (which includes pregnancy, childbirth, breastfeeding, and medical conditions related to pregnancy, childbirth, or breastfeeding), military or veteran status, and status with regard to public assistance, or any other basis protected by federal, state or local law or ordinance or regulation. TCCS also prohibits discrimination based on the perception that anyone has any of these characteristics, or is associated with a person who has or is perceived as having any of these characteristics. All such discrimination is unlawful.
Posted 30+ Days Ago
Full time
REQ-1674
Job Posting Title: Client Support Services Manager
Vacancy expired!