Service Center Coordinator

General Summary

This role involves managing the daily operations and services of the college's Service Center Columbus Campus, ensuring that all defined metrics are met. The individual will ensure that the Service Center staff delivers excellent customer service, adheres to performance standards, and meets requirements. This role involves close collaboration with the Director of IT Client Services on goals and department processes, and coordination with other Technology Service groups and college divisions to enhance processes.

Essential Functions

• Supervise Service Center staff by defining and setting priorities. Administer monthly and weekly schedules for the Columbus Campus Service Center location. Approve and schedule changes and timesheets for Service Center Specialists. Provide support and direction when handling Service Center challenges and changes.
• Train, coach, and mentor Service Center staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software for Service Center Specialists, employees, and students.
• Maintain the college photo ID processes and supplies for the Columbus Campus.
• Oversee, create, and maintain the IT CCC knowledge base, FAQs, and online tutorials for faculty, staff, and students.
• Maintain CCC stakeholder communications when Information Technology Services is experiencing a major incident.
• Stay updated with the latest consumer and business technologies and assist employees, students, and stakeholders who are using new technology.
• Manage Columbus Campus laptop checkout inventory and processes.
• Perform job functions as a Service Center Representative when staffing is short due to illness, planned absences, and staff turnover.
• Respond to CCC Students, Staff, and Faculty on issues related to the Service Center team and the quality of service(s) provided.
• Perform job functions of other ITS personnel as needed or assigned by the Director of IT Services or IT Services Manager.
• Value and take advantage of Professional Growth Opportunities/Activities that keep the employee technically current regarding job responsibilities.