Great universities inspire the very best in us. They nurture new ideas, fresh perspectives, and creative problem-solving. They challenge students to discover their passions - and to turn those passions into thriving careers that improve our world.
Columbus State University is exactly that kind of place. With exceptional facilities, ideal class sizes, and unique field experiences, our students have room to create. Here, every faculty and staff member is part of the educational process, actively mentoring students and championing each new step in their journey.
Located just 100 miles southwest of Atlanta, CSU is part of the University System of Georgia where we pride ourselves in the USG Statement of Core Values - Integrity, Excellence, Accountability, and Respect. These values form and guide the daily work of our institution.
CSU's core values - Excellence, Creativity, Engagement, Sustainability, Inclusion, and Servant Leadership make us an institution like no other. Each year, we enroll more than 7,000 students from the Southeast, across the nation, and around the world. Many programs at Columbus State rank high for affordability and value. The university strives to provide all students with an exceptional education that's accessible, affordable, and creative to the core.
University Information and Technology Services
Under the general direction of the IT Client Services and Operations Manager, the IT Student Services and Operations Manager is the manager of the IT Help Desk for both campuses. This position is responsible for managing, hiring, training, and overseeing the work of students and employees assigned to the Main and RiverPark Campus Help Desks. Additionally, it is responsible for developing, implementing, and supporting a help desk that delivers effective IT support and a positive customer service experience. The IT Student and Operations Manager will have demonstrable leadership skills in a fast-paced environment, along with possessing the ability to deliver forward-thinking problem solving with a high degree of customer-service focus. This position must be knowledgeable in all aspects of computer setup, installation, troubleshooting, maintenance, upgrades (specifically with Windows and Mac OS), and provide other technology services to the CSU community. The IT Student Services and Operations Manager will oversee the work assigned to the Main Campus and RiverPark Campus Help Desk and provide technical support to CSU users as they utilize technology to further the university's mission. This position is responsible for providing courteous, prompt, and accurate technical assistance to CSU students, faculty, and staff in person, telephone, online requests (eQuest), and email. The IT Student and Operations Manager's responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding the use of hardware, application software and/or infrastructure components. This position will also assist in all aspects of IT Procurement, including vendor relations, hardware and software.
Significant Duties and Responsibilities: Provide management and direction for the Help Desk Team according to best practices, along with leading, mentoring, and supporting the employees at the Help Desk.; Acting Senior Manager when necessary, to ensure business practices and processes continue.; Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.; Develop and implement service desk policies, processes, and procedures for the management and support of internal and external customers to include responsibility for effective communication of status. Ensure the Help Desk provides and delivers high levels of support by providing trends, reports, and analysis of customer satisfaction, performance against agreed to service levels and plans for service improvement. Analyze performance of Help Desk activities and documented resolutions, identify areas for improvement, and devise/deliver solutions to enhance the quality of service and to prevent future service delivery quality issues.; Identifies, recommends, develops, and implements programs to advance the knowledge of customers and team members, including communication, training, and user experience and knowledge management.; Continuously grow general knowledge of current university, department, and facility-specific products, increasing ability to resolve requests on first contact.; Serve as co-administrator of the CSU ticketing system (eQuest) for campus services; manage and confirm user submitted trouble ticket information, resolve issues over the phone, email, or in-person.; Create and maintain process and training documentation.; Proficient in Social Networking, marketing, and analytics.; Participate in process improvement and employee development.; Assist with classroom/labs imaging process and audio/visual technology.; Identify and learn appropriate software and hardware used and supported by the organization.; Assist Repair Shop with basic troubleshooting and software repair.; Maintain and troubleshoot devices and systems, hardware, and software.; Create and maintain brochures, fliers, web pages, and other promotional materials.; Evaluate documented resolutions and analyze trends for ways to prevent future issues.; Develop and maintain service catalog and knowledge base articles for end users.; Access, update, and maintain content on our websites to improve the user experience.; Serve as training administrator for the CSU community on the Learning Management System, Content Management System, Qualtrics, and other applications.; Oversee the operations in the open computer labs, enforcing policy and ensuring equipment is operational.; Find ways to better promote and market IT Services on Main Campus and RiverPark Campus.; Develop effective training methods (Speed Tech) for students, faculty, and staff; Train users to work with new computer hardware or software and applications used on campus.; Achieve computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.; Improves existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.; Maximizes use of hardware and software by training users; interpreting instructions; answering questions.; Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; and participating in professional societies.; Organizing daily operations and services using Lean Six Sigma and ITIL best practices.; Serve as Peoplesoft Financials security administrator, update users' roles as needed, and provide new and/or transfer roles within the system when necessary.; Assist and work with IT Client Services and Operations Manager with procurement responsibilities including sourcing hardware and software.; Perform related duties consistent with the scope and intent of the position.
Bachelor's degree and at least 1 year of previous technical customer service and managerial experience, preferably in a university setting, or any equivalent combination of education and experience is required.
The annualized salary range for this position is $50,503-$55,441 and includes full benefits.
Knowledge, Skills, and Abilities include: Proven skills in leadership development, training, and team building.; Demonstrate advanced interpersonal skills to engage with peers, customers, and senior management.; Possess positive and excellent customer service skills.; Knowledge of personal computers and common application programs (MS Windows, MS Office, web browsers, Mac OS, Gmail, Google, etc.).; Possess technical and analytical skills; also soft skills to deal directly with the customer, offering advice, training, solutions, and guidance.; Demonstrate the ability and desire to learn university, department, and facility-specific applications, technology, and terminology.; Provide knowledge of all basic help desk functions.; Ability to troubleshoot technical issues and find solutions.; Ability to analyze trends and make predictions.; Ability to prioritize and multitask in a busy environment.; Have a high attention to detail with a focus on quality.; HTML or web development experience.; Ability to work responsibly without direct supervision.; Ability to work well with immediate team members.; Effectively be able to use and troubleshoot Apple products.; Strong communication skills, both verbal and written.; Ability to be creative and innovative in a higher education environment and come up with ways for process improvements.; Ability to research and apply leading IT trends and standards to the department and the university.
If you have any questions or concerns, please contact Jessica Phelps, Manager of IT Client Services and Operations, via email at [email protected].
All selected candidates are required to submit and successfully pass a background investigation to include reference checks and verification of academic credentials (if applicable). Other additional requirements may be required based upon specific position duties:
- A credit check completed for Positions of Trust and or approved departmental Purchase Card usage;
- Pre-employment drug testing for positions with high-risk responsibilities;
- Motor vehicle reports are required for positions that are required to drive a Columbus State University fleet vehicle or other vehicle designated as a fleet vehicle.
*Applicants for positions of trust may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. *
For Faculty Hires : Final candidates will be required to provide proof of completed academic degree(s) as well as post-secondary coursework in the form of original transcript(s). Those candidates trained by a foreign institution will also be required to provide an educational/credential evaluation.
All employees are responsible for ensuring the confidentiality, availability, and integrity of sensitive information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond. Additionally, all members of the USG community must adhere to the USG Statement of Core Values must also be aware of and comply with the Board of Regents policies on Freedom of Expression and Academic Freedom .
Columbus State University is proud to be an equal employment, equal access, and equal educational opportunity institution. It is the policy of our institution to recruit, hire, train, promote and educate persons without regard to race, color, national or ethnical origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws.
Position of Trust