Job Details
Responsibilities and Duties
Business processes, management and staff compliance:
- Create, implement, and monitor effective, efficient business processes and workflows for the intake, escalation and resolution of client support requests.
Client Relationships:
- Implement systematic engagement strategies to ensure two-way communication with constituent departments.
- Produce communication and promotion plans that engage the campus in the increased awareness and use of software, resources and technology services.
- Develop and conduct needs assessments for departments through in-person meetings, surveys, and metrics to create recommendations and a plan of action.
- Oversee and ensure that support staff acting as a liaison for groups, programs, or departments are providing timely communications, guidance, resources and resolutions.
- Collaborate, participate, and plan campus events to publicize, demonstrate, train, or share information to increase adoption of targeted technology products and services.
- Organize and conduct meetings on technology and support issues with client departments.
- Review and develop help articles for clients to find answers to common technology issues and questions.
- Communications and information resources--strategy development and implementation.
- Write, edit, and review technical, service, and support documentation and reference materials used by staff.
- Ensure staff members remain up to date on changes, additions, and other updates to the OTS Knowledge Base.
- Work with second- and third-level support providers to establish new procedures for handling particular problems, issues, and requests for support.
- Prepare announcements and campus news bulletins for publication in the Daily Digest and other channels.
- Meet and collaborate with OTS Change Management to develop new documentation and update existing documentation.
- Ensure knowledge management and documentation is audited, stored and assessed, and located in minimum locations as needed for operational and procedure needs.
Escalation and support:
- Serve as the point of escalation for problems or issues that require supervisor attention
- Investigate service or support complaints and problems, communicate with those who are affected, and remediate issues with staff as appropriate
- Ensure clients are kept in the loop for service requests and problem reports.
- Resolve service requests directly for clients as staffing needs require.
Performance and quality assurance:
- Assess staff and service performance; write and conduct performance reviews; analyze operational data and observe staff to ensure that FSHC service encounters (phone, chat, chat, e-mail, web-based, and walk-in) are addressed promptly and are resolved or sent to the appropriate individual or organization for research/resolution.
- Track after-hours handling of client calls by ensuring they are using current support documents and self-help documents when working with our clients.
Staff training and professional development:
- Identify knowledge and skill gaps among staff through direct observation or other means.
- Ensure new staff are trained with up-to-date methods and standards of practice.
- Monitor telephone calls and chat to aid in training, consistency, and adherence to standards.
- Organize and conduct formal and informal training sessions and develop self-assessment tools tied to documentation, procedures, and other information providers are expected to know.
Oversee and assist with staffing and scheduling:
- Direct staff to recruit and hire student employees and fulltime staff.
- Monitor and organize coverage hours and appropriate staffing levels.
- Work with coordinators and other managers to develop backup processes for covering peak and overflow conditions.
- Review and approve timesheets.
Qualifications and Skills
- Bachelor’s degree and three years of technical support management or supervisory experience.
- Knowledge of personal computers (PC and Mac), Windows and Mac Operating Systems, iOS and Android devices, audiovisual equipment and control systems, file servers, and peripherals.
- Working knowledge of IT ticketing systems and Knowledge management architecture.
Organization: Administration & Finance Division
Job Posting: Aug 25, 2026
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