IT Customer Service Manager

Oneida Innovations Group is a tribally-owned enterprise of the Oneida Indian Nation, an innovative and experienced Indian Nation owning and operating several multifaceted business enterprises, each focused on delivering exceptional customer experiences and service. We are currently seeking an IT Customer Service Manager to join our team!

Duties & Responsibilities:

• Effectively manages the day to day operational activities related to supporting the Oneida Indian Nation workplace computing environment. This includes overseeing the Help Desk, Network Operations Center, and Computer Engineers.
• Oversees entire Customer Service operation to provide timely and efficient delivery of services to customers and business partners.
• Provides support to government contracting operations.
• Coordinates all outbound communications to client areas regarding IT activities affecting their operations.
• Collaborates with the Director of IT Operations Support to ensure services meet the needs of the IT and organizational strategies.
• Provides support to the requesting department team members in identifying support issues to ensure full comprehension of the requirements of the requesting department.
• Maintains an effective mechanism to track and monitor projects, validate estimates as presented, and identify/allocate required project resources.
• Successfully establishes and maintains high quality documentation and on-line problem resolution tools necessary to provide Customer Service team with sufficient resources to perform their support tasks.
• Efficiently manages the coordination and prioritization of inbound work requests from client areas.
• Ensures effective allocation of IT resources for projects in the Oneida Indian Nation.
• Streamlines project activities to achieve timely and cost effective completion in accordance with budgets and schedules.
• Oversees the technical teams responsible for providing technical support to our client areas.
• Provides the Director of IT Operations Support with information on the status and accomplishments within the Customer Service function.
• Continually monitors and ensures the successful execution of the relationship management program IT is establishing with its customer base.
• Conducts frequent meetings with Customer Service employees to review and discuss various company and departmental policies and procedures, to address problems and concerns, and as a tool in building teamwork.
• Continually researches and develops standards, proposals and processes to promote growth, maturity, and effectiveness of the IT Department.

Minimum Qualifications:

• Bachelors Degree in Computer Science, Engineering, or related discipline, MBA is desirable.
• 4 years technical support or operations center experience.
• Prior supervisory experience in a technical environment, 2 years.
• Excellent organizational, verbal and writing skills.
• Ability to perform well under pressure in a multi task environment.
• Must be able to interface with users and perform as a liaison between IT and the affected area.
• Must be able to keep abreast of new technological and/or procedural developments and present options for improvement to their supervisor in an organized format.
• Competencies in configuring, deploying & effectively managing end-point computing devices on an enterprise scale are preferred.
• Must possess valid driver's license.

Oneida Innovations Group is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic under applicable law.