Employer Industry: Higher Education Research Administration

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Generous benefits including 13 paid holidays, 24 annual leave days, and 18 sick days per year
- 401(a) retirement savings with a 6% employee contribution match
- Flexible remote work environment
- Supportive work-life balance with a commitment to employee well-being
- Chance to lead a dedicated customer service team and make a significant impact on research administration

What to Expect (Job Responsibilities):
- Lead and direct the daily operations of the OSP Service Desk, ensuring effective customer support
- Strive for first-level resolution of incidents and manage escalation processes as necessary
- Monitor workflow and ticket volume to evaluate customer support effectiveness
- Develop and maintain Standard Operating Procedures and a Quality Assurance program for the OSP Service Desk
- Recruit, onboard, and evaluate the performance of new employees, fostering professional development

What is Required (Qualifications):
- Bachelor's degree in a related field
- Minimum of five years of experience in technical customer support, customer service, and team management
- Experience with Jira Service Management preferred
- Strong problem-solving and research skills
- Ability to communicate effectively in a diverse, multi-cultural environment

How to Stand Out (Preferred Qualifications):
- National Customer Service Certification or Related Designation

#HigherEducation #CustomerService #RemoteWork #CareerGrowth #ResearchAdministration

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