IT Customer Services Director at University of Houston in Houston, Texas

Job Description:

Department: Technology Services & Support Salary: 115,000-132,250
Description:

Directs the operation of one or more technology services area within Technology Support Services (TSS). Ensures provision of technology services to the university in the areas of electronic communications, non-enterprise applications, university contact center, web technologies, and UIT support staff.

1. Directs the staff and daily operations of one or more IT departments providing e-business and communication services at UH and UHS on behalf of Technology Support Services (TSS).

2. Oversees CRM for major UIT/TSS initiatives. Partners with administration and campus leaders to implement information technology and electronic communication services.

3. Develops policies and procedures and implements strategies to enhance and promote communication services to the UH community via web, email, and other technological means.

4. Oversees the strategic planning, development, and delivery of desktop, printing, and green computing support services to university end users.

5. Provides technical expertise and ensures appropriate training and resources for university-based service providers and other IT departments.

6. Develops budget proposals and ensures effective use of resources in support of TSS goals and objectives.

7. Gathers and evaluates performance data and establishes metrics to evaluate progress toward objectives. Prepares reports and presentations as required.

8. Conducts and assesses customer satisfaction surveys and reviews the effectiveness of customer service methods. Identifies areas for improvement and modifies services to minimize response time, improve customer satisfaction, and streamline workflow.

9. Serves as liaison with technology vendors and associations and represents Technology Support Services (TSS) on university-wide task forces and committees. Coordinates student employee recruitment for TSS departments.

10. Performs other job-related duties as required.

MQ: Requires a thorough understanding of both theoretical and practical aspects of an analytical, technical or professional discipline; or the basic knowledge of more than one professional discipline. Knowledge of the discipline is normally obtained through a formal, directly job-related 4 year degree from a college or university or an equivalent in-depth specialized training program that is directly related to the type of work being performed.

Requires a minimum of five (5) years of directly job-related experience.

- Department is willing to accept education in lieu of experience.

All positions at the University of Houston-System are security sensitive and will require a criminal history check.

The University of Houston System and its universities are an Equal Opportunity Institution.