MANAGER, CUSTOMER SUPPORT SERVICES
Manages and directs the activities of a department customer support services team; and
performs related duties as required or assigned.
Typical Tasks (illustrative only)
Manages the customer support services workload and staff within a department. Continually
analyzes, assesses, and evaluates departmental business processes, technology utilization,
and customer satisfaction level; identifies opportunities to improve the department‘s services to
internal and external clients; develops methods of improvement; proposes organizational,
policy, or business process changes to senior management to improve customer services to the
schools and other departments; and works closely with office directors and their staffs to
evaluate and effect improved customer support.
Receives general supervision from a coordinator. Supervises, evaluates, instructs, and assists
lower-graded full-, part-time, and/or hourly employees, as assigned.
Any combination of education and experience equal to a bachelor's degree in education,
business, human resources, information technology, or a related field, plus five years of
progressively more responsible managerial or administrative experience with special emphasis
in customer support services , two years of which shall have been with oversight or supervisory
responsibilities; business consulting experience desirable; broad knowledge of principles and
practices of customer service management; excellent human relations, communications, and
management skills; ability to assess, manage, and evaluate programs and staff; ability to plan
and oversee the development of customer, computer-related technologies; and ability to
communicate effectively, both orally and in writing.
Revised: January 2004
Established: February 2003