Information Technology Customer Service Manager

Under the general direction of the Chief Information Officer, manage all aspects of IT customer service for diverse town and school stakeholders.  Supervise and monitor the work of the technical specialist team; perform technical work in the installation, configuration, maintenance and repair of all town and school hardware and software technologies. Responsible for all aspects of end user fleet of desktop and mobile devices. Serve as a member of the IT Leadership team.

Essential Functions

• As a member of the IT leadership team, provide input to the Chief Information Officer on the development of strategic plans and goals; assist with the setting of organizational and departmental priorities and practices.
  • Develop an annual Technical Services Plan for the CIO, detailing new projects and delivery improvements
  • Develop and monitor long term team goals and objectives
  • Be prepared, along with other members of the leadership team to provide primary leadership to the IT team during CIO absence or during emergency management situations.
• Manage daily technical support/help desk function to provide superior customer service
  • Serve as the first line of contact to triage customer service requests during regular and extended IT support hours.  This includes evening and weekend monitoring.  Monitor incoming support mail requests across multiple platforms to make sure all technology requests are addressed and/or translated into work orders. Resolve issues where possible, assign and dispatch staff as needed to address more complex situations.
  • Manage the day-to-day scheduling of team members; ensure equitable distribution of work load.
  • Schedule support of audio video infrastructure.
  • Ensure that work orders are responded to in a timely and efficient manner. 
  • Develop and implement escalation procedures.
• Develop management systems and processes to improve efficiency and transparency
  • Manage and enhance work order system for timely and efficient service responses.
  • Develop performance metrics to determine the ideal turnaround time for specific hardware and software issues.  Develop and maintain end-user measures to ensure customer satisfaction.  Meet regularly with technicians to review service metrics.
  • Produce periodic reports for CIO detailing work order activity. 
  • Plan, design and implement documentation of installation, repair and maintenance work.
  • Define and implement policies to improve quality of service to end-users. 
• Manage all aspects of end user fleet
  • Supervise asset management function
  • Ensure the maintenance, configuration and deployment of all end user technology within the organization including but not limited to: Windows PCs, MacOS devices, iOS devices, Chrome devices, wireless access points, printers, smartboards, projectors, wireless presentation systems and traditional audio-visual equipment.  Conduct annual equipment refreshes.
  • Ensure timely upgrades of operating systems and patches.
  • Oversee the tracking of all warranty information and the coordination of warranty repair services. Review and document all maintenance and equipment repair.
  • Research, purchase and order repair parts from vendors. 
  • Manage the development of the asset database to provide information for internal needs and to meet all State and Federal reporting needs.      
  • Supervise physical inventory as needed.
• Manage distribution of end user software and applications
  • Utilizing technologies such as Desktop Central, Casper and System Center manage the creation and distribution of end user software, tools and applications
  • Ensure compliance with software licensing
• Working with Platform teams, manage operational aspects of all platforms to ensure up-time and reliability.  This will require hands-on and supervisory management to:
  • Ensure that all end user systems are actively monitored.  Develop proactive policies and procedures to maximize all aspects of system health and hygiene.
  • Monitor wired and wireless network performance.  Review and document system availability.
  • Ensure that all end user systems have access to appropriate software applications and have access to the most current versions of all software.
  • Ensure regular execution of backup and restore processes created by Platform team.
  • Develop and execute schedules of physical maintenance of switches, projectors, printers and other end user devices
  • Develop and execute routine scripts and reports of system health.
• Work with end user stakeholders to support the technology component of town, school and educational initiatives
• Oversee all technology aspects of required State and Federal student testing
• Develop and deliver end user training
  • Create and deliver training programs for technical specialists and end users; create and deliver on-line videos and training to maximize user knowledge.
  • Ensure team members share and document solutions of complex hardware and software problems and develop/ maintain knowledge bases of common issues and resolutions.
• Perform duties of Technical Specialist to provide front line support as needed
  • Personally, respond to requests for technical support and services from Town and School end users.
  • Serve as first line telephone support.
• Demonstrate high levels of personal growth.  Keep abreast of new and emerging technologies that may serve the needs of the IT department or other organizational needs.
• Perform related duties as required.

• Ability to supervise staff by developing teamwork skills and collaboration among technical specialists, resolve conflicts, encourage goal setting and promote productivity.
• Ability to promote a culture of end user satisfaction within the technical specialists group.
• Ability to lead discussions with technical specialists to analyze problems, develop solutions, and communicate solutions more effectively with end users.
• Ability to interact pleasantly and effectively with customers at all levels of the organization and with outside vendors.
• Thorough knowledge of computer hardware and component level replacement of hard disks, memory, motherboards, etc.
• Basic understanding of networking, operating systems and other technologies; ability to perform basic network administration functions.
• Ability to diagnose and correct technical equipment flaws.
• Technical expertise and hands on experience in PC hardware troubleshooting and maintenance. Experience with other computerized hardware such as iPads, MAC computers, iOS devices, Smartphones, printers, etc.
• Hands on experience in most major operating systems including; Windows, MacOS, Chrome and iOS.
• Highly proficient with common business software applications such as Microsoft Office, Office 365, Google Applications, Access, Adobe Acrobat, and imaging software.  Ability to learn other software programs common to governmental, business and educational settings.
• Comfortable with modern IT approaches including ITSM, Agile and SCRUM.
• Ability to effectively train users on various office software applications.
• Familiarity with network management using Windows Server and Exchange.
• Ability to use electronic and manual tools, such as screw drivers, soldering iron, and solder puller, in-line cable testers, fiber checkers, etc.

Supervise 5-8 members of the Customer Service team.

-The Customer Service Manager is responsible for monitoring the off-hours support line Monday-Friday from 4:30 pm to 10:00 pm, and on Saturdays and Sundays from 9:00 am to 5:00 pm, excluding holidays as listed in the AIEA agreement.  For additional information, see the AIEA agreement.

-Spends extended periods at workstations performing tasks requiring eye-hand coordination, finger dexterity and viewing computer screens.

-Requires varying degrees of physical effort including occasional time spent standing, walking, climbing, or sustaining uncomfortable positions while connecting or wiring equipment.  Also, may involve moderate moving, lifting and carrying of equipment such as computers and printers.

-Required to monitor and dispatch on nights and weekends to respond to requests for critical services or repair.  Response to critical situations may require being physically present at Andover facilities.  Required to work occasional nights or weekends to install and maintain equipment.

Salary : $88,028 - $112,005