Job Description

Manager, Continual Service Improvement

Summary:

Reporting to the Director, Service Center, the manager will be responsible for ongoing improvements to support services, processes and functions for students, staff and faculty. The manager will possess a keen awareness of providing exemplary customer service at all levels. Using root cause analysis techniques, the manager will provide recommendations to drive process improvements, while introducing IT Information Library (ITIL) based standards, industry best practices and providing project management skills where needed.

The manager will seek to reinforce and increase quality standards across the Student Services and IT Service Centers along with their escalated support provided by UMUC Student Accounts, Financial Aid, Registrar, SEM, and UMGC organizations to deliver seamless quality support services to customers.

The manager will review and analyze customer survey feedback from technical support, student services, admissions and advising interactions to report on performance, identify trends, and recommend support process improvements.

Duties and Responsibilities:

• Analyze and report on customer service survey data from the service centers to track month-over-month performance, identify trends and themes, share data with stakeholders, and identify areas of improvement for the student services and technical support teams.

• Oversee survey triage efforts to verify adequate customer follow-up is occurring and insights and trends are shared cross-functionally to improve service. 

• Review and assess reporting metrics to define and develop improvement targets and to identify new ways to use data to drive enhancements.

• Work with the IT Service Desk and IT Service Center to manage technology-related customer communications about projects, initiatives, and maintenance.

• Collaborate with other technical services teams to understand and plan for key operational activities (such as ongoing hardware and software initiatives, new IT initiatives, etc.).

• Lead the IT Liaison program to train and develop technical support advocates for staff throughout UMUC's departments.

• Lead the IT component of UMUC's New Hire Orientation.

• Create standard operating procedures, templates and customer feedback mechanisms with the goal of increasing overall customer satisfaction for all service centers.

• Serve as a department point of contact for IT Service Management for best practices and for the implementation of ITIL-based efficiencies.

• Host continuous improvement meetings for service centers as an ongoing platform for ensuring improvements are factored into operational procedures and practices.

• Other job-related duties as assigned.

Education & Experience Requirements :

Experience:

• Minimum 2 years of relevant service desk and desktop support experience.

• Strong data analysis and reporting capabilities.

• Excellent oral and written communication skills are required.

• The qualified candidate will have hands-on experience reviewing metrics, identifying critical success factors (CSFs) and key performance indicators (KPIs).

• Experience leading customer satisfaction feedback sessions, meeting with team and business customer/stakeholders, and gathering metrics for reporting.

• Ability to be flexible and adaptive in an evolving IT organization.

• Strong self-motivation and initiative skills

Preferred Experience Requirements :

Education:

• Bachelor's Degree

Experience:

• Experience implementing Request, Incident and Problem management procedures.

• Experience interacting with standard IT service management tools and technologies.

• Preference for an independent thinker with analytical problem-solving skills.

• Ability to develop frameworks for managing and improving the end user experience through IT service delivery.

Certifications:

• ITIL Foundations Certification (v2 or above)

• Professional Help Desk certifications

All submissions should include a cover letter and resume.

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