It Support Representative Coordinator

Job Title:IT Support Representative Coordinator

Reporting Relationship: Assistant Director of IT Support & Consultation

Unit: Central Administration

Department: It Support-Central Administration

Campus Location: Maxwell Center

Summary of Position:    The IT Support Representative Coordinator serves as the head of the IT Support Center's tier 1 operations. This position is responsible for the recruitment and training of all IT Support Center Support Representatives (currently students) who provide the front-line IT support for the University. The IT Support Rep Coordinator will also be responsible for jointly developing Standard Operating Procedures for the support reps and ensuring compliance by all Support Representatives. This role will also be responsible for developing and maintaining Key Performance Indicators for this team along with regular reporting of performance to the Assistant Director and Director for IT Support Operations.

Duties and Responsibilities

• Actively recruit student Support Representatives via multiple modalities (phone, face to face, posters, job fairs, etc.)
• Routinely train, educate, and develop IT Support Reps
• Develop and maintain standard operating procedures for IT Support Reps
• Perform regular performance appraisals and quality assurance for direct reports
• Collaborate with the Assistant Director to develop additional SOPs / services for the IT Support Reps to deliver
• Develop and maintain escalation paths for IT Support Reps to utilize
• Maintain scheduling for all IT Support Reps to ensure full coverage during regular operating hours for the Support Center
• Serve as the primary escalation point for IT Support Reps 
• Routinely report on KPIs to the Asst. Director and Director for IT Support Operations 

Qualifications: According to Indiana Wesleyan University employment policy all employees must possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.

Education

• Associate degree and four (4) years in related field, or equivalent combination of education and experience, such as a Bachelor's degree and two (2) years of related experience

Experience

• Experience in managing direct reports and/or student workers
• Experience with customer service / customer relationship management
• Experience with resolving technical issues via phone, email, and face to face
• Experience with teaching and educating direct reports
• Demonstrated ability to work effectively with individuals from diverse communities and cultures

Required Skills

• Strong written and verbal communication skills
• Conflict resolution
• Training & development of others
• Attention to detail
• Ability to spot patterns and develop standard & consistent responses
• Strong customer service skills
• Technical troubleshooting skills with Microsoft products, Office365 cloud services etc.
• Positive, servant-leader attitude

Diversity Statement

IWU commits to create a community that reflects kingdom diversity. We will foster an intentional environment that exhibits honor, respect, and dignity. Acknowledging visible or invisible differences, our community authentically values each member's earthly and eternal worth. We refute ignorance and isolation and embrace deliberate and courageous engagement.

LIMITATIONS AND DISCLAIMER

As a religious educational institution operating under the auspices of The Wesleyan Church, Indiana Wesleyan University is permitted and reserves the right to prefer employees on the basis of religion (42 U.S.C., Sections 2000e-1 and 2000e-2).

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Employees will be required to follow other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.