Manager, Customer Experience

2 weeks ago

North Vancouver, Canada Capilano University Full time

**Competition Number**
- S181105P**Position Title**
- Manager, Customer Experience - Client Services/ Help Desk**Position Number**
- A99894**Employee Group**
- Administrator**Position Status**
- Regular Full-Time**Start Date**
- 03/04/2024**End Date (if applicable)**

**Department**
- IT Services**Additional Notes**
- Your main place of work is at the North Vancouver campus, however, from time to time you may be asked to work from a different location, campus, or site, as the needs of the institution arise.**Location**
- North Vancouver**Working with us**
- At Capilano University, students are our focus. Employees play an essential role in creating an exceptional learning experience for students and a thriving campus community. Together, we are a high-performing team of individuals who make Capilano University one of the leading teaching universities in British Columbia and one of BC’s Top Employers. Grounded by our sense of purpose, we offer a meaningful, friendly and dynamic work environment.
- Do you share our purpose and passion?**What you’ll do**
- Reporting to the Director, Infrastructure and Customer Experience, Digital Technology Services (DTS) and a part of the Associate Vice President (AVP) DTS leadership team, the Manager, Customer Experience - Client Services/Helpdesk leads the client services and helpdesk teams that provide digital technology service management through customer service excellence to the Capilano University community.
- This role will have the opportunity to influence and drive lasting efforts by delivering high quality digital technology service management via an Information Technology Information Library (ITIL) service management framework. This will support the university’s digital transformation, with significant student and employee impact through the delivery of accessible and efficient digital technology services.
- The role requires a strong focus on building and maintaining relationships across the university and externally with vendors and sector colleagues.**What you’ll bring**
- 7+ years of relevant professional experience, with 3 years in a leadership role with direct responsibility for managing teams in a support environment.
- 5+ years of working with ITSM processes and procedures.
- A bachelor’s degree in a related field.
- Demonstrated experience designing, implementing, and managing ITSM processes.
- Demonstrated experience using ITIL framework.
- Demonstrated experience in providing excellent customer service.
- Experience in facilitating a change advisory board strategic thinking and problem-solving skills.
- Demonstrated experience in strong problem-solving and communication skills.
- Experience in team development.
- Completion of a criminal record check.

**For more information**
- For more information, please see the complete **job description.**

**Benefits**
- At Capilano University, we understand that there is more to life than work. That is why we offer comprehensive benefits and support to help you and your family live a balanced life. Take a **sneak peak** to see what it is like to work at Capilano University.Posting Detail Information

**Days and Hours of Work**
- While your standard days of work are between Monday to Friday, the general expectation is to be available as needed to fulfill your responsibilities, which may extend beyond standard working hours and days.**Bridge Period (if applicable)**

**Pay Group**
- 11**Salary**
- This position has a salary range of $89,455 (minimum) to $119,273 (midpoint) to $131,201 (maximum) per annum. Employment offers will typically be made between the minimum and midpoint of the range and are determined by knowledge, experience and internal equity.**Union**
- N/A**Job Open Date**
- 02/06/2024**Job Close Date**

**Open Until Filled**
- Yes

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