Senior Service Center Manager

Department of Information Technology

Exempt, Regular, Full Time, Pay Grade 3.3

Location: Adelphi, MD (Hybrid)

The Senior Service Center Manager will be responsible for vendor oversight of technical support provided by partners who service UMGC customers. This oversight includes ensuring that the vendors have required access, procedures, policies and knowledge via training and knowledge articles to address support requests. In addition, the manager will work closely with the vendors to analyze trends and research opportunities to continuously improve and streamline the customer support processes and reduce top contacts from customers. 

The Senior Service Center Manager will establish, evaluate, and improve problem management processes for UMGC customers. The manager will ensure that problem management processes focus on understanding why incidents happen and how to avoid them occurring in the future. The manager will collaborate with application support and business teams to document root cause analysis and reduce disruption of IT services.

The manager will focus on strategies to improve the customer support experience, reduce support contacts, and improve support efficiency with updated tools and processes.

Duties and Responsibilities:

• Manage team to ensure that UMGC partners which provide technical support have required documentation on support processes, knowledge articles, training materials, and access to address support requests promptly.
• Ensure team provides updated process documentation for application related projects and operations improvement initiatives as they change.
• Actively contribute to the identification, reporting and implementation of continuous service improvement initiatives for customer support. Analyze available incident historical data, e.g. top incident contacts, widespread support issues, and customer feedback, and use metric trends to make recommendations for both support and overall organizational efficiencies and improvements. 
• Ensure vendor compliance with established quality assurance processes. 
• Collaborate with ServiceNow product owner, vendor management, operations leadership, and support partners to identify support improvement opportunities and contribute to roadmap strategy for ServiceNow or ITSM application.
• Manage team to ensure prompt coordination of team to respond to outages and widespread performance issues, diagnose root cause of problems, and identify long-term fixes and workarounds.
• Identify and oversee enhancements to the problem management module of ServiceNow or ITSM application to allow application and infrastructure support teams to use the model efficiently and correctly.
• Research and follow up on UMGC customer support escalations.
• Performs other job-related duties as assigned.

Competencies:

Skills:

• Demonstrated ability to identify service deficits, make recommendations and drive change
• Critical thinking and root-cause analysis skills
• Self-directed and motivated with strong analytical and organizational skills
• Ability to be flexible and adaptive in an evolving IT organization
• Knowledge of information technology support services and methodologies to improve customer experience and increase first contact resolution ratio
• Ability to collaborate in team setting
• Strong focus on customer service
• Excellent oral and written communication skills
• Strong organizational and multi-tasking skills
• Strong data, statistical analysis, and problem-solving skills
• Strong focus on continual improvement

Education & Experience Requirements:

Experience:

• Related field from an accredited institution of higher learning and five (5) years of relevant customer support experience.

Certifications:

• ServiceNow Certified Implementation Specialist in IT Service Management (CIS-ITSM) certification or at least five (5) years using ServiceNow ITSM tool.
• ITIL Foundations Certification (v2 or above)

Preferred Experience Requirements:

Education:

• Bachelor's Degree

Certifications:

• HDI Service Center Manager Certification

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: