Manager, IT Customer Experience – HigherEdJobs

Job Type: Full time

Job Number: JR102874

Engineering a world of possibilities

The Manager of IT Customer Experience will lead the team in creating and optimizing the technology user experience for Mines
students, faculty, and staff. This manager is responsible for leading, overseeing, and contributing to the end-user experience by
collaborating and providing functional support on all non-HR/finance systems that support other parts of the organization. This includes our
teaching and learning systems, communication systems, content systems, and systems to support our data warehouse and customer relationship
management (CRM) efforts.

This position will lead the partnership with various IT technical teams and the Academic, Administrative,
Research, Online, and Student Life departments to ensure the strategic vision and goals are achieved. They analyze and optimize the user
experience as it relates to customer use and interactions with technology products, services, and solutions. They contribute to the
long-term vision and set the standards within the department to ensure all offered technology solutions meet the Mines community’s needs.
This position will also manage technology training and accessibility needs and compliance.

As part of the Service Delivery team, the
position requires a focus on customer needs, a data-driven approach, and awareness of best practices for user experience and customer
support. The ideal candidate is a problem-solving, customer-centric leader with a strong background in leading high-functioning teams. If
you enjoy working with diverse groups of employees and stakeholders and enjoy implementing creative solutions to complex problems, apply
today!

This is a hybrid work environment in which the incumbent may work on campus at least two days per week and may work remotely
the other three days, in accordance with Mines Flexible Workplace policy.

Customer Success Leadership

• Lead a team
  focused on the effective functional identification and usage of IT solutions across campus.
• Lead support efforts for all campus
  users in areas of technology integration, training, and accessibility to facilitate and promote inclusive technology-rich teaching and
  learning.
• Collaborate with IT leadership and staff in the strategic adoption, deployment, support and review processes of
  technologies, systems, services, and other initiatives that may have impact on the teaching and learning process.
• Develop, manage,
  and implement operational plans and processes related to support, up-time and data recovery and other critical metrics.
• Provide user
  experience solution advice and planning at all levels.
• Collaborate with IT stakeholders on the adoption of IT solutions that require
  additional enterprise considerations (infrastructure, security, identity management, etc.).
• Manage issues and risks from an end-user
  perspective through all phases of support.
• Champion ongoing improvements and user satisfaction by considering customer feedback,
  metrics, usability findings, and industry trends.
• Coordinate operations with the broader IT organization, Trefny Center, academic
  and non- academic departments.
• Provide operational and end-user support during high demand cycles.

Supervision,
Personnel Management, and Staff Development

• Supervise, coach, and lead a team of professionals to achieve the institution
  and department goals.
• Attract, retain, and develop top talent focused on crafting intuitive, quality products, services, and
  solutions through collaboration with end users.
• Mentor, develop and acquire talent to create a team of IT educational technology
  professionals who can lead complex initiatives and partner with key academic stakeholders to improve overall quality and operations of our
  offerings.
• Stakeholder Relationships Management (15%) Essential
• Partner with key stakeholders to define and prioritize
  requirements.
• Work with teams and external partners to ensure high level planning and design documents are in line with the student
  experience, vision, policies, and guidelines.
• Continuously increase knowledge in technology by serving as an expert on functional
  capabilities, staying informed on product capabilities and trends, and interacting with the academic and business communities to ensure
  strategic needs are met.
• Maintain and foster new campus and community partnerships.
• Maintain and nurture customer
  relationships.

Strategic Leadership and Vision

• Assist in overall strategic IT planning and ensure proper
  coordination and alignment with customer strategic initiatives.
• Understand the strategic initiatives of the university and IT, set
  transformative department goals to develop and implement ways to support the university and IT strategic initiatives.
• Maintain a
  working knowledge of industry best practices, solution methodologies, and emerging technology trends; stay up to date with state-of-the-art
  IT concepts and technologies to improve user experience support and make recommendations for system adoptions.
• Ensure high quality
  support and reliability of academic technology.

Communication

• Provide outreach to campus regarding
  educational technology and Service Delivery vision and services.
• Report regularly on plans and status of academic initiatives to IT
  senior management.
• Develop cross functional relationships within departments, across library, the Trefny Center and other academic
  departments, participating in regular activities and meetings to promote IT goals and standards.

Minimum
Qualifications

• Bachelor’s degree in educational technology or related discipline, operations management and/or a field
  related to engineering, technology or computer science. Individuals without a degree may be considered if they demonstrate possession of
  substantially the same knowledge level as found in a degree but have attained the advanced knowledge through a combination of work
  experience and intellectual instruction.
• -Five or more years of relevant professional experience working within the field of
  information technology in one or more areas of LMS technical support, IT service management, user experience design, instructional and
  learning technology design and implementation, and/or operational management.
• Demonstrable and successful experience supervising,
  managing, and leading teams within the area of information technology or education.
• A deep understanding of business requirements
  and the ability to recommend and provide effective solutions.
• Proven analytical and problem-solving abilities.
• Excellent
  written and verbal communication skills.
• Strong background working with presentation systems and other classroom and educational
  equipment.

Preferred Qualifications

• Proven experience working with vendors and creating strong
  partnerships.
• Experience providing end-user technology support to faculty at a college or university.
• Experience
  implementing ITIL processes.
• Knowledge, Skills, and Abilities and Other Attributes (KSAOs):
• Experience with integrating
  multiple data sources for informed decision-making.
• Working knowledge of project management concepts and principles

Salary and Benefits 

$106,000 – $117,900

Mines takes into consideration a combination of candidate’s education,
training and experience as well as the position’s scope and complexity, the discretion and latitude required in the role, work location, and
external market and internal value when determining a salary level for potential new employees. 

Colorado School of Mines offers
a robust portfolio of benefits for all employees. For this role, that includes: 

• Fully paid health and dental
  premiums 

• Generous sick/vacation time: 13 paid holidays per year – including a week-long winter break for entire
  campus.  

• Fully vested retirement plan on first day of employment, with generous employer
  contribution 

• Tuition benefits (6 credits per year for employees, 50 percent discount for
  dependents) 

• Free RTD Ecopass 

All Mines employees also have access to discount programs through
the State of Colorado and free tickets for Mines Athletics home games, as well as access to the on-campus Recreation Center (fitness classes
and training, swimming pool and more), equipment rentals through the Outdoor Rec Center, the Colorado State Employee Assistance Program
(CSEAP), and backup child and elder care. Coming soon is an on-campus daycare center. For more information about benefits at Mines, go to mines.edu/human-resources/benefits. 

How to
Apply 

Applicants must: 

• Complete an online application (personal information, demographic information,
  references, veteran status)  

• Upload a resume or CV 

• Upload a cover letter 

References will not be contacted until later in the selection process and you will be informed before that contact is made. 

This posting will close 11/26/23 at 11:59 p.m.

Mines welcomes everyone to our team; in your application, please feel free
to note which pronouns you use (For example – she/her/hers, he/him/his, they/them/theirs, etc). If you need reasonable accommodation at any
point in the application or interview process, please let us know. 

Successful Completion of a Background Investigation is
Required for this Position. 

About Mines & Golden, CO 

When the world looks for answers, the world
looks to Mines. 

Colorado School of Mines is a top-ranked public university solving the grand challenges facing our society,
particularly those related to the Earth, energy and the environment. Founded in 1874 with specialties in mining and metallurgy, Mines’ scope
and mission have continually expanded to meet the needs of industry and society. Today, we are the No. 38 public university in the nation,
recognized for our innovation and undergraduate teaching in science, technology engineering and math (U.S. News and World Report,
2023). 

Mines graduates are change makers, boundary breakers and problem solvers. Since our earliest days, a Mines education has
been and continues to be a transformational opportunity, with one of the strongest returns on investment out there for talented STEM
students of all backgrounds.  

At the same time, Mines faculty members are pushing their fields in new directions, whether
that’s manufacturing, space resources, quantum engineering, carbon capture or more. Mines was recently classified as a R1 “Very High
Activity” research institution by Carnegie, a notable feat for any university but particularly one of our size. 

That size -
roughly 7,000 undergraduate and graduate students – also translates to a close-knit campus community, where employees have opportunities to
get involved in multiple ways, continued professional learning is valued and everyone can make an impact.  

Community
Alliance groups bring together employees for professional development, networking, cultural awareness and community involvement, and all
Mines employees also have access to the wealth of activities happening every day on campus – nationally-renowned speakers, special events
and Mines traditions like Engineering Days, just to name a few. 

And don’t get us started on our hometown. We are located in the
heart of Golden, Colorado –with its charming historic downtown and nearby hiking trails – and in close proximity to all that Denver and the
Rocky Mountains have to offer. That includes the sunny, high-altitude climate and outstanding outdoor recreation opportunities that make the
Denver area an ideal place to live, work and play.  

Are you looking for an inspiring, mission-driven workplace where you
can contribute to solving the world’s problems and educating the next generation of change makers? Are you an individual who values a
diverse and inclusive community, where our different perspectives, experiences and cultures enrich the educational and work
experience?  

Look to Mines. 

Equal Opportunity 

Colorado School of Mines is committed to
equal opportunity for all persons. Mines does not discriminate on the basis of age, sex, gender (including gender identity and gender
expression), ancestry, creed, marital status, race, ethnicity, religion, national origin, disability, sexual orientation, genetic
information, veteran status or current military service. Further, Mines does not retaliate against community members for filing complaints
regarding or implicating any of these protected statuses. 

Mines’ commitment to nondiscrimination, affirmative action,
equal opportunity and equal access is reflected in the administration of its policies, procedures, programs and activities and in its
efforts to achieve a diverse student body and workforce. 

Through its policies, procedures and resources, Mines complies
with federal law, Colorado state law, administrative regulations, executive orders and other legal requirements to prevent discrimination
(including harassment or retaliation) within the Mines campus community and to address potential allegations of inequity or concerns for
safety. 

Colorado’s premier engineering and applied science university for 150 years and counting