THE POSITION: The Client Services Manager oversees incident and service request management. This role directly manages the Service Desk, ensuring an advanced level of customer support; Interacts directly with the Service Desk staff who provide specialized support; Coordinates support of incident and service request management; is responsible for executing policies, processes, procedures and utilizing enhanced tool sets that ensure a high level of quality and customer satisfaction. TYPICAL DUTIES: Manage Service Desk to guarantee that critical support activities are accomplished promptly and successfully. Monitor Service Desk response to ensure that support activities are accomplished promptly and successfully. Manage and report on status of all internal Service Desk trouble tickets; maintain metrics according to established benchmarks. Maintain a team-oriented atmosphere of cooperation and collaborative problem-solving internally and external, to ensure that technical support needs of the community are met. Establish formal internal Service Desk procedures for monitoring client satisfaction and guaranteeing departmental responsiveness. Ensure escalation procedures are utilized when necessary. Ensure stable, responsive, and cost efficient technical support. This includes the development of innovative and practical solutions to technical problems that clients encounter. Provide Tier I/II level support to assist in trouble shooting client/customer related errors/concerns. Collaborates with Director in the preparation and monitoring of Service Desk budget. Remain current with technological innovations and provide leadership in the planning, maintenance and upgrading of hardware and software used by the Service Desk. Documents existing systems architecture and provides future recommendations for management review. Provides services and information to school districts, agencies and other organizations regarding Technology Services. Perform related duties as required.

QUALIFICATIONS: Associates (AA) degree or equivalent experience in Information Technology Systems or related field; Two (2) years of progressively responsible direct technical support experience, one (1) year which included help desk management; or equivalent combination of education and experience. LOCATION: Alameda County Office of Education, 313 West Winton, Hayward, CA APPLICATION DEADLINE: Friday, February 26, 5:00 P.M. APPLICATION SCREENING & EXAMINATION PROCESS: Applications will be screened, based on established minimum qualifications. The top applicants, depending on the level and depth of experience, will be notified via email of the date, time, and place of the technical oral interview. Application and Résumé Appraisal........ PASS/FAIL Technical Oral Interview.........................Weighted 100% (Week of March 7, 2016 details via email)

• Copy of Transcript (College Degree or College Transcript)
• Letter of Introduction (Cover Letter)
• Resume