Central Arizona College Hiring for IT Call Center Supervisor (Internal Applicants Only) at Central Arizona College- Signal Peak Campus – Coolidge, AZ, AZ Full Time

Job Summary

Act as the primary person responsible for the CAC IT Call Center, IT Support Services part time, student, and intern workers throughout the district, as well as be the primary IT staff member responsible for the student loaner laptop program.

Responsibilities

Provide leadership, management, direction, and oversight to the daily operations of the IT Call Center / Helpdesk. Evaluate services and act as an escalation resource to resolve technical problems and answer technical questions as presented by students, staff, faculty, and/or departments regarding technology hardware and accounts. Continuously monitor and ensure that IT Call Center / Help Desk is staffed appropriately and that calls are answered in accordance with CAC quality standards.

Facilitate the hiring and staffing of IT Support Services part time and student workers throughout the district. Supervise the training of student, part time, and internship employees in all IT Helpdesk / Call Center related functions. Ensure IT internship program compliance with Federal,state, and local rules, regulations, and/or grant requirements. Provide work lead, instructions and coaching to part time staff, student workers as well as complete intern reports. Provide the IT Support Services and Learning Technology director the budget lines for part time / student worker / intern costs in preparation for the 352100 budget.

Manage the IT portion of the student loaner laptop program. Ensure that part time / student / intern staff is properly trained, and processes are followed.

Develop and maintain standard Help Desk operating procedures and ensure a state of continuous improvement. Monitor the ticketing process and assign/reassign tickets as needed. Set the priority of ticket remediation under the guidance of the IT Manager Support Services. Advise IT Manager Support Services on points of conflict within the part time / student / intern support services team.

Responsible for editing, keyword identification and approval of technical article submission and inclusion in the IT Help Desk Knowledge Base.

Facilitate and manage the TalkDesk program and associated call flows for both the IT Call Center and the Central Help Desk. Act as the subject matter expert for the TalkDesk technical functions and troubleshooting. Work with ServiceNow ERP Analyst to ensure smooth function of the ServiceNow / TalkDesk interface and the automated ticket process within ServiceNow.

Acts as acting IT Manager Support Services in the absence of the manager.

MARGINAL FUNCTIONS
May perform other duties commensurate with the functions and level of the position to include: Collaborate on projects, aid in resource staffing, collaborate in scheduling and operation of the IT courier, act as a technical mentor the Central Helpdesk supervisor, participate in committee assignments, and formulate and implement retention plans, advise IT Manager Support Services on promotion opportunities for part time / student / internship workers.Qualifications

ESSENTIAL QUALIFICATIONS:

EDUCATION: Bachelor’s Degree in IT or Management, or Technical Professional Level certification, or Demonstrated KSA
EXPERIENCE: Two (2) years related experience, plus A+, Dell and Microsoft certification. CAC Institutional Knowledge and CAPM preferred
SPECIAL POSITION CONDITIONS: Will be required to be available for after-hours emergency response duties as a member of a 7x24x365 network operations team. Travel throughout the district is required using own means of transportation, as well as IT van.
REPORTING RELATIONSHIP: IT Manager Support Services

SUPERVISORY RESPONSIBILITY: Hire, train and manage part time, student and internship employees reporting to IT Call Center / Help Desk district wide. Provide supervision of part time, student and intern staff. Write work contracts and internship reports as well as approve timesheets for part time, student and intern employees.Knowledge, Skills, & Abilities

Ability to apply a variety of management, supervisory and leadership techniques to ensure effective and efficient operations.

Knowledge of call center best practices.

Knowledge of technical processes including but not limited to account problem resolution, password security requirements, AD, call handling software, CAC hardware portfolio and troubleshooting / resolution, M365 suite of products, Blackboard, CAC classroom AV troubleshooting, Campus Nexus, 25Live, ServiceNow, etc.

Lead in the development, planning, evaluation, and review of new communication strategies and optimal in person assistance techniques with the ability to produce new, imaginative or innovative solutions different from traditional approaches.

Knowledge of specific processes, policies, and procedures of office management and workflow procedures to include effective management of workload, i.e., prioritizing and organizing work.

Knowledge and skill in managing projects, scheduling and budgeting.

Ability to deal with a variety of highly confidential information, records and sensitive situations in an effective manner.

Skill in communicating with employees, students and interns regarding College policies and procedures. Ability to successfully coach and inspire to bring out the best in each employee.

Skill in gathering, compiling and presenting information in oral and/or written form. Must have excellent report writing skills and the ability to summarize performance to required internship specifics based on instructor parameters.

Effective communication and interpersonal skills as applied to interaction with staff, community leaders, faculty, students, and the public. Skill working in a diverse multiethnic, multicultural population.

Ability to work independently and as a member of a team in accomplishing tasks.

Ability to analyze situations, develop solutions, deescalate confrontational situations and make independent decisions based on established guidelines.

Ability to establish and maintain cooperative working relationships with college staff, faculty, administrators and outside entities.

Experience in recruiting and developing employee skill sets preferred.

PHYSICAL REQUIREMENTS:

• Duties performed cause light fatigue of eyes, fingers, or other faculties because of repetitive motion and/or long periods of standing or sitting. Duties require little physical effort in working with light to moderate (up to 20lbs) easy to handle materials.

INTERPERSONAL SKILLS:

• Significant Level Interpersonal Skills – Position engages in or requires some or all of the following: Develops, motivates, assesses, conducts performance reviews, and rewards other employees. Has significantly high interactions with student, program participants and/or the public. Works with highly confidential information and/or interacts on a regular basis with high profile individuals where interactions require a well-developed understanding of human behavior and the ability to apply those skills in situations where the outcome is unpredictable. Human relation skills in understanding other people and influencing their behavior in order to achieve job objectives. Must have skills of empathy, persuasiveness or assertiveness as well as sensitivity to other person’s point of view to influence their behavior, change an opinion or turn a situation around. Has high level of contact with students, program participants and/or the public. Must remain poised in highly stressful situations.

WORKING CONDITIONS:

• Job is performed in general office or comparable working area with many and frequent distractions such as noise, interruptions or congested and occasionally confined work areas with exposure to disagreeable elements.

The CAC Education Division believes high-performing organizations are inclusive and continually seek to be enriched and strengthened by the wisdom of diversity. CAC’s Education Division is a model of excellence for educator preparation and early childhood professional development and is committed to supporting excellence and equity for diverse students. Diverse candidates are encouraged to apply.