Coordinator, Technology Services

Summary

Supervises and provides overall coordination of Help Desk, Repair Staff, and end user support specialists related to IT and technology services; Monitors and manages ticket queues; Establishes metric goals and provides relevant and timely reporting on service and support; Ensures high customer satisfaction with positive and proactive ownership of issues; Engages team in continual improvements, efficiencies, knowledge and skills development

Essential Duties

Management of Customer Service and Support, assumes responsibility for ownership of all customer incidents or service requests logged; Monitor tracking and progress chasing of incidents to conclusion and in line with SLAs and quality standards. Manages critical customer incidents, associated customer communication, activities and any appropriate escalations.Set KPI’s and regularly reviews reports to identify issues and determine root cause analysis; Monitor and drive metrics related to first-call resolution, hold time, and total service resolution time. Provide incident analysis information and KPIs/SMART goals and operational and project excellence; Build services relationship with clients, to conduct service reviews for customers, to review performance reports, service improvements, quality and processes Provide management and performance reports on an established schedule Measure, monitor and work to drive down incident levels continually; Ensures the service desk actively participates in improving the usability and reliability of all Office of Information Technology (OIT) tools and services Assume responsibility for making sure that working practices and processes exist, are robust, where possible are standardized and repeatable in support of Service Desk execution of day to day activities. Produce business cases to support activity request where appropriate. Identify and implement improvements to the Service Desk incident logging system (currently HEAT) to provide a more effective and efficient service to customers both internal and external to OIT; Ensures the Service Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers. Manage and collaborate with third party suppliers where appropriate and ensures performance and provision of services and quality are in line with expectations to enable the District to meet or exceed service levels Ensure the effective and efficient transfer of customer systems into the Service Desk team from the point of go-live events, change management processes, etc. Design and implement new services for customer support excellence, including continuity of service for all customers Participate with the leadership team of the Office of Information Technology (OIT) in strategic planning, operational and project improvement planning Lead and manage the Service Desk team ensuring team and individual performance levels meet customer needs and SLAs consistently Contribute to the success of the Office of Information Technology (OIT) and assists in improving the overall customer experience within the assigned team continually. Participate and contribute to overall IT leadership team via collaboration, presentations and meetings Ensure that the District and OIT mission and vision, strategy and business plan are communicated to and understood by all members of the assigned team Ensures the team’s KPI’s/SMART goals are monitored, actions are taken and evaluated accordingly – delegating as appropriate Conduct regular reviews of assigned staff and develops personal development plans, following capability processes where appropriate; Ensures continual development of the team and individuals occurs and that the highest potential is achieved. Review aspects/areas for improvement with own practice/processes, and those within the assigned area of responsibility Ensure communication takes place both upwards and downwards across the assigned area of responsibility

Required Education

Certification/Licensure

Experience Qualifications

Minimum 5 years in technology related role with a minimum 2 of those years in a lead/supervisory role in service support, computing support call team

Knowledge/Skills/Abilities

Working Conditions

Physical Demands