(On-Site) ITS Support Center Manager - Information Technology Services

The Department of Information Technology Services at West Virginia University is currently accepting applications for an ITS Support Center Manager.

About the Opportunity

This on-site position manages the operations and provides administrative oversight for the ITS Towers Service Center, a walk-up customer care location. This is a critical and highly visible service area that affects students, faculty and staff at the Morgantown, Keyser and Beckley campuses, as well as business partners and community patrons. This position is also responsible for administrative and accounting functions to support operations of the ITS Managed Printing service and the Mountaineer Card ID program. This person is primarily based at the Towers location but will periodically need to support the Mountainlair as needed. This position reports to the Assistant Director for ITS Service Centers and Printing operations and coordinates closely with the Shared Services Center.

Pay Grade: 15

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 37.5-hour work week
• 13 paid holidays (staff holiday calendar)
• 15 annual leave (vacation) days per year (employee leave)
• 18 sick days per year (for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• WVU offers a range of health insurance and other benefits
• 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's.
• Wellness programs

What You'll Do

ITS Service Center Management

• Supervises the operations of the ITS Towers Service Center. Provides general support information to customers in person, by phone, by email and by ticketing systems. Helps students, parents, faculty and staff resolve problems in a timely, professional manner.
• Provides basic support with common issues including connectivity issues, and installing enterprise software such as multi-factor authentication, Microsoft Office products and antivirus software.
• Ensures that all customer interactions are recorded accurately in the ITS ticket tracking system. Help customers choose self-service options and connect them with phone support as needed.
• Supervises, schedules and trains students performing day-to-day ITS Service Center functions. It is the responsibility of this position to make sure the services are completed accurately and according to established procedures and guidelines.
• Supervises cash handling within the Service Center and ensures compliance with WVU cash handling and reporting procedures.
• Creates/replaces ID cards, verifying eligibility for card ownership, taking photos and printing cards.
• Troubleshoots card problems.
• Maintains and orders card production office supplies.
• Validate service request and answer key data. Review and prep scanning for packets for processing. Scan packets using a high-speed recognition scanner and industry specific software.
• Create reports and distribute to faculty via encrypted email, ensuring privacy and confidentiality.
• Contributes to the ITS Service Center and Printing operations team efforts as needed by performing other duties as assigned.

Accounting

• Oversees financial operation of the WVU Managed Printing program, a critical service for faculty, staff, and students by maintaining: user/account/billing information for all devices; required documentation associated with each program device by fiscal year; and data needed to support billing to University departments. Coordinates with colleagues to ensure timely receipt of necessary billing information. Ensures collection of invoices. Ensures all funds are properly deposited and reconciled.
• Provides a wide range of customer support, including: assistance with policy and procedures; debit card deposits; refunds; payments to vendors; and general card-use questions
• Compiles payment information for off-campus vendors and processes vendor invoices for payment.
• Prepares monthly activity summary and reconciles liability accounts
• Maintains the Accounts Payable function. Audits statements and ensures charges match department receiving documents.
• Processes departmental copy card requests for departments using internal WVU process.
• Provides reports on service activities, revenues, and billing as needed.

Skills, Currency, and Business Requirements

• Maintain current knowledge of applications and technologies used by the service centers.

• Attend technical, customer service and other training as determined by supervisor.

• Ensure accurate recording of all service activities for reporting on SLA compliance and operational effectiveness.

• Follow generally accepted business practices to maintain accurate records in the ITS service management system.

• Daily cash reconciliation and deposits of up to $5000 in compliance with WVU cash handling procedures.

• Maintain confidentiality regarding private or personal data.

• Other job-related duties as assigned.

• Associate degree

• A minimum of two (2) years of experience involving:

• Business experience, including financial reconciliation and the reporting of financial information (including Accounts Receivable, Accounts Payable, and Purchasing).

• Experience using databases

• Demonstrated experience delivering quality customer service, preferably in a face-to-face setting.

• Any equivalent combination of related education and/or experience will be considered.

• All requirements must be met by the time of employment.

Knowledge, Skills, & Abilities

• Knowledge of computer and their operating systems, preferable in a PC, Windows-based operating environment
• Knowledge of computer networks and functionality
• Knowledge of digital copier components
• Ability to work independently to organize resources and establish priorities
• Ability to listen, comprehend, analyze problems, and respond with results-oriented conclusions and solutions
• Ability to operate high-speed copiers and perform diagnostics on copy equipment, readily.
• Diagnose nature of networking issues as they relate to network printers and troubleshoot networks or print driver delivery.
• Ability to communicate effectively, both orally and in writing
• Ability to program custom copy procedures and printers using a copier's microcomputer & various software
• Ability to load and configure print drivers in both PC and MAC environments.
• Ability to follow cash handling procedures and other internal audit controls
• Ability to work under pressure, while paying attention to detail and inflexible deadlines
• Ability to supervise, train, and schedule staff.