Director of Technical Customer Support

Due to Bridgepoint Education’s explosive growth and success with its leading-edge educational format, we are looking to fill a position of Director of Technical Customer Support who will work report to our Chief Technology Officer (CTO). This position will be an integral part of the Bridgepoint Education IT Department and will apply leadership experience, customer service and a technical background to the planning and delivery of world-class, enterprise systems and software.

RESPONSIBILITIES

The Director of Technical Customer Support role is to oversee the Tier1 (Help Desk) and Tier2 IT support staff and ensure that end users are receiving the appropriate assistance to remediate and prevent IT problems. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of support functions.

Key Responsibilities and Duties: Directing day-to-day management of staff including maintaining a productive work environment, overseeing training needs are met, conducting staff meetings, reviewing quality and case management to increase customer satisfaction, provide reports to upper-management and ensure staffing levels by support mode adjusts to the dynamic support volume based on daily and monthly patterns Implements policies and procedures regarding how problems are identified, received, documented, distributed and corrected / Ensures issue resolution in minimum time Establish operational metrics and productivity goals for team performance; conduct ongoing trend analysis and reporting Implement IT support SLA's across all business units / Assure SLA standards are being met by team Develop an effective support programs to instill a strong and consistent commitment to customer service improvements Provide first level management to a team of technical individuals that are responsible for customer facing support Triage, prioritize and schedule reported issues. Escalate problems (when required) to the appropriately experienced technician Manage vendor services as required / Determine need for vendor managed services and make recommendations Establish and implement service standards / Develop reporting tools to track and monitor those standards. Report on performance against standards Provide regular business reports and statistical feedback to IT Senior Management Escalation of all system issues to senior IT Operations management Evaluate issue resolution and analyze trends for ways to prevent future problems

QUALIFICATIONS:Bachelor's degree in related fields, or equivalent work experience in management and/or technical customer service environment Seven (7) years of experience in IT technical support services; three (3) years in supervisory or management capacity Excellent verbal and written communication skills, as well as presentation skills Demonstrate experience with Incident, Problem and Change Management Process Demonstrate leadership and management skills with ability to develop a professional team through measurable increases in productivity and quality Excellent understanding of customer service and interpersonal skills Ability to reach outside of support and build strong relationships to other parts of our organization Be available for on-call duties that might require being available to carry a Blackberry and respond to calls outside normal business hours and/or during weekends/holidays The individual should also have strong analytical and communication skills and the ability to work efficiently and effectively with co-workers and other team members Self-starter who can work independently and multi-task in a fast-paced environment requiring quick decision making Proficient in documenting technical processes and procedures Statistical analysis skills Oversee maintenance and growth of Knowledgebase Acts as a liaison between the Technology team and other internal business units Provides input to management on process improvements for service delivery. Manage all aspects of Help Desk ReportingTECHNOLOGY EXPERIENCE: Working knowledge of Help Desk systems Working knowledge of Microsoft products including: Windows Server 2003 / 2007 AD, Exchange, Office, XP, Vista and Use of web based applicationsWorking knowledge of Blackberry handheld devices Intermediate knowledge of LAN and WAN systems Network/Inter-Network Engineering Administration IT Management and Help Desk Management Demonstrated knowledge of Microsoft Operating Systems, Active Directory, Office applications Data networking and security experience Knowledge of data security and disaster recovery systems and procedures Understanding of networking/TCP-IP Telephony Support/VoIP and Unified Communications Experience in planning, implementing, testing, and troubleshooting various software applications Minimum of three (3) years experience with Problem Management, Enterprise Systems Management and ACD software Understanding of ITIL (or related) process for managing client service operations

COMMUNICATION/BUSINESS EXPERIENCE: Interpersonal skills to interact positively and effectively with team members and all levels of business users and management Ability to communicate technical information to non-technical people Capability of working under limited supervision; high degree of initiative Ability to follow through with problem resolution quickly and communicate status throughout resolution cycle Organizational skills to manage multiple tasks and deadlines Ability to think through problems and explore solutions Driven to constantly learn new technologies technical skills Strong written and verbal communication skillsEDUCATION Bachelors Degree from a regionally accredited institution in the field of Information Systems/Technology or Computer Science Preferred Education: Masters Degree in Information Systems MSCE, CCNA, ITIL, HDM Certification

COMPANY INFORMATION

Bridgepoint Education’s vision is to provide high-quality, accessible and affordable degree programs that meet the diverse educational needs of individuals pursuing informed personal goals and success in their professions and communities.

Bridgepoint Education offers a competitive salary and benefits, along with a fun and positive work environment, on-site gym, monthly Employee Appreciation event, tuition remission plan, as well as Discounted Corporate Partnerships.


Interested and qualified candidates should submit a resume, salary history, and the names of three professional references. Please click HERE to submit your background for immediate consideration for this career opportunity.

 

 

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