Manager - TTU Online Information & Support

Lubbock

39889BR

TTU Online SEP

Position Description

Manages a sub unit within a department. Plans, organizes and develops goals and procedures. Represents the sub unit to administrators, outside agencies and others on relevant matters. Supervises subordinate staff.

About the University

Established in 1923, Texas Tech University is a Carnegie R1 (very high research activity) Doctoral/Research-Extensive, Hispanic Serving, and state-assisted institution. Located on a beautiful 1,850-acre campus in Lubbock, a city in West Texas with a growing metropolitan-area population of over 300,000, the university enrolls over 40,000 students with 33,000 undergraduate and 7,000 graduate students. As the primary research institution in the western two-thirds of the state, Texas Tech University is home to 10 colleges, the Schools of Law and Veterinary Medicine, and the Graduate School. The flagship of the Texas Tech University System, Texas Tech is dedicated to student success by preparing learners to be ethical leaders for a diverse and globally competitive workforce. It is committed to enhancing the cultural and economic development of the state, nation, and world.
About Lubbock:Referred to as the "Hub City" because it serves as the educational, cultural, economic, and health care hub of the South Plains region, Lubbock boasts a diverse population and a strong connection to community, history, and land. With a mild climate, highly rated public schools, and a low cost of living, Lubbock is a family-friendly community that is ranked as one of the best places to live in Texas. Lubbock is home to a celebrated and ever-evolving music scene, a vibrant arts community, and is within driving distance of Dallas, Austin, Santa Fe, and other major metropolitan cities. Lubbock's Convention & Visitors Bureau provides a comprehensive overview of the Lubbock community and its resources, programs, events, and histories.

Major/Essential Functions

• Oversee TTU Online Information and Support center operations and strategy.
• Coordinate with all TTU Online units and departments for the most current developments.
• Manage training and development programs for support center staff including the Lead Specialists and student assistants.
• Monitor and analyze performance metrics and report to TTU Online Assistant Vice Provost.
• Oversee the support center as the first point of contact, addressing inquiries and providing timely assistance. Strive for first call resolution by understanding and addressing customer needs effectively.
• Set the expectation for response to all emails and phone messages within the same day they are received.
• Ensure proper solutions to customer inquiries and document resolutions accurately in the internal ticketing system.
• Train/manage support center staff to complete assigned tickets in the internal ticketing system (ServiceNow) and update customer files using Focus, LMS, Xtender, and other relevant systems.
• Strengthen understanding of Texas Tech K-12 system platforms and networked computer programs. Follow department procedures for time-off requests and time recording.

Required Qualifications

Bachelor's degree with two years supervisory experience; OR a combination of education and/or supervisory experience to equal six years.

Safety Information

Adherence to robust safety practices and compliance with all applicable health and safety regulations are responsibilities of all TTU employees.

Does this position work in a research laboratory?

No

Required Attachments

Cover Letter, Professional/Personal References, Resume / CV

Job Type

Full Time

Pay Basis

Hourly

Minimum Hire Rate

18.48

Pay Statement

Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as the institutional pay plan. For additional information, please reference the institutional pay plan by visiting www.depts.ttu.edu/hr/payplan.

Travel Required

None

Shift

Day

Grant Funded?

No

Job Group

Business Professionals

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, genetic information or status as a protected veteran.