University of Maryland Global Campus
Manager, Continual Service Improvement
University of Maryland Global Campus, Hyattsville, Maryland, United States, 20783
Manager, Continual Service Improvement
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. The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions. Workplace Accommodations: The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu. Benefits Package Highlights: Generous Time Off:
Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked. Comprehensive Health Coverage:
Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date. Insurance Options:
Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD. Flexible Spending Accounts:
Available for medical and dependent care expenses. Retirement Plans:
Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS). Supplemental Retirement Plans:
include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds. Tuition Remission:
Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated. Hiring Range:
$82,200.00 - $89,600.00
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. The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions. Workplace Accommodations: The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu. Benefits Package Highlights: Generous Time Off:
Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked. Comprehensive Health Coverage:
Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date. Insurance Options:
Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD. Flexible Spending Accounts:
Available for medical and dependent care expenses. Retirement Plans:
Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS). Supplemental Retirement Plans:
include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds. Tuition Remission:
Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated. Hiring Range:
$82,200.00 - $89,600.00