JOB PURPOSE: Conduct day-to-day first line management of technical unit(s). Provide technical and managerial guidance to direct reports and provide technical knowledge and expertise. Capture and model/map business requirements, develop statements of work as needed, work with clients to understand directions, track priorities, delivery schedules and billing. Serve as project manager for large or special projects, as assigned. Serve as a Contact Center team manager to track resource utilization and planning, project deliverables and prepare reports to track Service Level Agreements.
This is a hybrid position with the requirement to be in office at least 2 days per week at the Palo Alto or Redwood City location.
Lead and manage the daily operations of a technical unit, which may include recruiting, hiring, training, developing, evaluating and setting priorities; coordinate business, technical, and educational activities for direct reports.
Identify, clarify and resolve technical issues within own area; often serve as the initial managerial escalation point for problems from clients and other staff.
Communicate operational objectives and assignments and delegate to staff. Monitor and report on team performance metrics
Contribute to the development of plans to resolve business issues. Provide strategic planning for own work group; may assist higher level management in broader scope strategic planning.
Communicate and implement policies, procedures, best practices, recommendations and guidelines in compliance with established university policy and federal and state regulations.
May develop and/or manage budgets for projects or work groups.
May establish service level agreements with clients.
Monitor technology trends and evaluate emerging technologies to recommend for adoption and implementation.
Contribute towards staff development plans to create a strong technical team; recognize and reward excellence; identify areas for growth and institute corrective action plans as necessary. Maintain a team-oriented working environment that promotes a high level of personal commitment and accountability and a continued client focus to deliver services with quality and efficiency.
Participate in ITIER on-call rotation.
Education & Experience:
Bachelor’s degree and three years of relevant work experience, or a combination of education and relevant experience.
Knowledge, Skills and Abilities:
Understanding of relevant technical knowledge and problem resolution.
Strong customer relationship skills, consensus building skills.
Strong understanding of Avaya and Cisco Contact Center solutions.
Ability to establish effective working relationships in a diverse environment.
Ability to motivate and mentor staff.
Demonstrated project management skills.
Ability to multi-task.
Certifications and Licenses:
Constantly perform desk-based computer tasks.
Frequently sit, grasp lightly/fine manipulation.
Occasionally stand/walk, use a telephone.
Rarely writing by hand, lift/carry/push/pull objects that weigh up to 10 pounds.
– Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of the job.
May require extended hours, evenings and weekends.
Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, http://adminguide.stanford.edu.
The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.
Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
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