Associate Coordinator - Managed Services - DCMO Region

Broome-Tioga BOCES

Vestal, NYJobPosted 3mo agoSeen in employer's feed 3 days ago

Vestal, NYJobNo compensation foundPosted 3mo agoSeen in employer's feed 3 days ago

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At a glance

Compensation

No compensation found

Location

Vestal, NY

Work Authorization

Not specified

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Job overview

Broome-Tioga BOCES is hiring an Associate Coordinator - Managed Services - DCMO Region. The Associate Coordinator for Managed Services provides daily direction and communication to employees regarding incident resolution and customer support. This role involves evaluating processes, assigning team members to resolve service issues in school districts, and leading meetings to review open incidents and projects. The coordinator also interacts with school district staff to ensure prompt and professional resolution of service-related issues, communicates with SCRIC teams, and assists in developing long-range plans and policies.

Key focus areas include Provides assistance in daily directions and communication to employees on incident resolution, customer support and other areas of service, Provides continual evaluation of processes and procedures, and Assists in assigning appropriate team members for resolution of service related issues within assigned school districts.

Successful candidates bring Bachelor's Degree, One Year Providing Customer Service And Support Directly To Users Of Technology Hardware And/Or Software Programs, and Associate's Degree.

Skills & qualifications

RequiredNice to have

Qualifications

Bachelor's DegreeOne Year Providing Customer Service and Support Directly to Users of Technology Hardware and/or Software ProgramsAssociate's DegreeThree Years' Experience Providing Customer Service and Support Directly to Users of Technology Hardware and/or Software ProgramsHigh School Diploma or GEDFive Years of Experience Providing Customer Service and Support Directly to Users of Technology Hardware and/or Software ProgramsBroome County Civil Service Exam

Full job description

MAJOR RESPONSIBILITIES:

Provides assistance in the daily directions and communication to employees on incident resolution, customer support and other areas of service; Provides continual evaluation of processes and procedures; Assists in the assigning of appropriate team members for resolution of service related issues within assigned school districts; Prepares for and leads meetings with SCRIC staff to review open incidents, projects and other topics; Interacts with school district staff to ensure that service related issues are resolved quickly and professionally; Communicates regularly with SCRIC teams regarding service operations, providing the critical link between service organizations and service management; Works with supervisor and IT Project Coordinators on the development of long range plans, policies and procedures; Enforces departmental policies and procedures within the department; Reviews quality of customer support provided to school districts in terms of response time and accuracy; Attends district meetings; Identifies training needs and provides appropriate training; Identifies service issues or internal school district changes that may affect SCRIC services; Prepares and maintains a variety of reports.

Job Qualifications

REQUIRED MINIMUM QUALIFICATIONS:

Graduation from a regionally accredited or New York State registered college or university with a bachelor's degree and one year providing customer service and support directly to users of technology hardware and/or software programs; OR
Graduation from a regionally accredited or New York State registered college or university with an associate’s degree and three years’ experience providing customer service and support directly to users of technology hardware and/or software programs; OR
Graduation from high school or completion of a general equivalency diploma and five years of experience providing customer service and support directly to users of technology hardware and/or software programs; OR
An equivalent combination of training and experience as defined by the limits of A), B), and C) above.
Broome County Civil Service Exam required.

Special Note: Because of the radical evolution of technology in this field, qualifying experience must have been gained within the last five years.

Civil Service Title: Associate Coordinator - Managed Services

Job Number: 26-168

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