University of Vermont Hiring for Client Success Manager at Burlington, VT Full Time

Client Success Manager

Diversity Statement:

The University is especially interested in candidates who can contribute to the diversity and excellence of the institution. Applicants are required to include in their cover letter information about how they will further this goal.

Posting Summary:

The Client Success Manager (CSM) works with the LCOM community to ensure that technical services are delivered efficiently and being appropriately supported. The CSM is responsible for supervising the technical support team and day-to-day operations of the support center, including all aspects of the help desk (Personnel, scheduling etc.) This position will also serve as an escalation point for technical issues that are unresolved and may require a higher-level work and oversight. In addition, the CSM will serve as the technical contact for large projects, such as building or room renovations, automated deployment services, and software/hardware changes affecting the desktop environment.

Technical Support areas include Active Directory accounts, desktop operating system and software, network access, internally developed application use, desktop and laptop hardware, mobile devices, public computers, video conferencing, Audio/Visual technology, and educational technology. The CSM may need to serve as back up support for the help desk if needed for coverage and training purposes. The CSM is the first escalation point for complex issues, and will liaison with the system administration, educational technology, and development teams when appropriate. Time will be divided between Project work, Client-side implementation/management, new technology research, and onboarding.This position reports to the Chief Technology Officer.

Minimum Qualifications (or equivalent combination of education and experience):

Bachelor’s degree in a technology or related field and three years’ related experience in technology support and customer service required. Knowledge of Windows platform required. Knowledge of computer hardware and peripherals required. Experience supporting client computing in a Microsoft 365 environment, and proficient with MS Office applications required. Basic networking knowledge and understanding of a client/server network required. Effective written and verbal communication skills required.

Desirable Qualifications:

• Management, Supervision, or team lead experience
• Industry standard technical certifications, (MS, A+, etc)
• ITIL certification
• Apple Support experience
• Experience managing mobile devices with MDM
• Administrator level experience with a trouble ticketing system
• Experience creating technical documentation.

Other Information:

A six-month probationary period is required

Special Conditions:

Background Check required for this position

FLSA:

Exempt

Payband Max (Represents full-time (12 months, 1.0 FTE) equivalent salary. Must be prorated for jobs less than 12 months or 1.0FTE (Salary/12 x # of months x FTE)):

89300.00

Payband Min (Represents full-time (12 months, 1.0 FTE) equivalent salary. Must be prorated for jobs less than 12 months or 1.0FTE (Salary/12 x # of months x FTE)):

47000.00

Union Position:

No

Job Open Date:

11/08/2023

Open Until Filled:

Yes

Position Title:

Information Tech Professional

Posting Number:

S4768PO

Department:

COM Information Systems/55006

Position Number :

00026852

Employee FTE :

1.0

Employee Term :

12