Manager of Customer Support and Training Services (Reg FT) - Community College of Allegheny County in Pittsburgh Pennsylvania

Unfortunately, this job is expired as of 12/7/2015.

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Community College of Allegheny County

Pittsburgh, Pennsylvania

United States


Detailed Job Description

Leads the development and management of customer support for information technology services to College employees through a multi-channel contact center Service Desk, consulting services, maintenance of online resources, training and documentation.  

Job Duties

1. Uses Business Process Management (BPM) knowledge, social capabilities, and technical skills to identify solutions to business problems leading to increased customer satisfaction, and improved operational efficiencies.
2. Develops standards, protocols and procedures for information technology customer support.
3. Supervises, trains, schedules and evaluates Service Desk Support Analysts.
4. Troubleshoots problems and responds to escalated non-standard requests.
5. Designs, develops, implements and promotes training on use of enterprise level ITS applications.
6. Conducts workshop, online and individual training.
7. Develops hard copy and online training manuals and end user documentation for ITS applications.
8. Coordinates the design and delivery of technical training in support of large scale ITS applications deployment.
9. Provides ongoing evaluations and reporting mechanisms for the assessment of ITS services.
10. Oversees ITS communications strategies including formulating announcements and notifications regarding planned outages and technology changes.
11. Oversees the support and development of scheduling software systems.
12. Ensures efficient and user focused support services.
13. Oversees and assists with the authoring of content to promote IT literacy on various applications.
14. Provides supervisory assistance to field operations as needed.
15. Coordinates customer service and customer satisfaction by prioritizing and addressing key customer needs.
16. Identifies business process improvements opportunities and documents business processes.
17. Performs other duties as assigned.

Job Specifications

Bachelor's degree in information technology, computer science, information systems or related field and a minimum of four years related experience. Ability to function as a supervisor, business and application analyst and technical trainer . Good communication and team player skills. Ability to digest complex technology to understand the capabilities and ramifications of change and communicate to a diverse client base. Hands-on experience with Microsoft SharePoint, Dynamic CRM, and knowledge of content management systems, Microsoft .NET technologies, enterprise social computing platforms, HTML, CSS, and scripting is highly desired.  

Salary Grade

16 - min. $61,073  

Additional Information

This position will remain open until filled. However, in order to ensure consideration for an interview, please submit your completed application, cover letter and resume by no later than May 1, 2015. The College cannot guarantee that application materials received after this date will be considered or reviewed.  

Equal Employment Opportunity Employer

The Community College of Allegheny County (CCAC) and its Board of Trustees are committed to the principle of equal opportunity in education and employment for all. College conforms to all applicable federal, state, and local laws and regulations relating to equal employment. The College CCAC does not discriminate based upon race, color, religion, national origin, ancestry or place of birth, sex, gender identity or expression, sexual orientation, disability, use of a guide or support animal due to disability, marital status, familial status, genetic information, veteran status, or age or use of a guide or support animal because of blindness, deafness or physical disability of any individual. Creating, supporting and sustaining a diverse community prepare our students to be effective in the world outside of CCAC.

The College also prohibits and will not engage in retaliation against any person who in good faith reports a violation of this policy, makes a claim of discrimination or harassment, provides information in an investigation of a potential violation of this policy, or otherwise engages in protected activity under the law. Questions may be addressed to

College conforms to all applicable federal, state, and local laws and regulations relating to equal employment.

Keyword Phrases

  • Information Technology Services
  • Vision of diversity & inclusion
  • Learning-centered environment
  • Eight Pittsburgh-area locations
  • Business and Financial Management
  • Academic Administration
Employment Type:Administrative Staff
Degree Required: Bachelors
Experience: See Job Description
Level of Job: Manager
Salary: See Job Description
Type of School:2 - Year Institution / Technical
Application Requirements: CV/Resume
Cover Letter