Client Services Technical Operations Coordinator

About the job

The Client Services Technical Operations Coordinator position is responsible for technical guidance and operational support for front of house teams serving all LST users. This includes the Tier 1 Support Facilitator and Learning Space Technologies field technicians. The role involves developing and implementing internal processes, policies, and standard operating procedures that follow LST and Client Services objectives and IT Service Management best practices.

The Technical Operations Coordinator develops and applies internal procedures and policies for the LST team, provides technical direction to analyze business needs, and proposes various solutions that align with professional concepts and institutional objectives. The position coordinates and assesses technical components of projects, makes decisions regarding methods, techniques, and evaluation criteria, and communicates information about services provided by the LST team. This is a Full-time on-site position located at the UNH Durham campus.

• Duties/Responsibilities
• Analysis and Reporting (40%)
• Lead and manage data-driven projects focused on academic space utilization in collaboration with the Registrar’s Office and other USNH stakeholders. • Awareness of classroom utilization patterns and scheduling data to support efficient academic planning and space optimization.
• Interpret classroom technology usage statistics to guide department resource allocation and identifying service improvement opportunities.
• Monitor trends in classroom technology failure incidents, research and produce actionable improvements to documentations, and classroom preventative maintenance strategies to improve the teaching and learning experience in USNH classrooms.
• Works with Client Services leadership to evaluate new software tools and processes.

• Analyze and report on call-handing (phones) metrics across the USNH Client Services team specifically those providing Acct & Password and Classroom AV Just-in-time support. Coordinates work with Campus Team Leads to unify and drive process improvements; determine service performance and delivery.
• Solicits and analyzes customer feedback to ensure the team is meeting the needs of USNH customers. Uses the analysis to help the Client Services team to make data-informed decisions. • Design, deploy, and assess customer feedback through surveys and other instruments with the goal of improving internal and external processes to benefit the customer experience.
• Prepare, and oversee compliance and evaluate agreement and service contracts (SLAs) and SLOs.

• Project Planning (25%)
• Coordinates monthly endpoint testing in Classrooms with Desktop Engineering. • Validates that the monthly patching and software updates are compatible with classroom AV equipment and peripherals.
• Communicates with Client Services team leadership and Engineering team when issues arise.
• Coordinates and tracks necessary AV equipment firmware updates with the AV Engineering team, to ensure room readiness for teaching and learning.

• Coordinate space consultations with cross-functional teams to gather requirements, develop project timelines, define deliverables, and report on outcomes. • Present findings and recommendations to stakeholders through dashboards, written reports, and presentations, ensuring clarity and alignment with institutional priorities.

• Portable Equipment Loan Oversight (20%)
• Facilitate and manage the USNH Equipment loan processes at each of the campuses - including the administration of the Web Checkout application (or other tool) and the various equipment check out centers. • Works with campus Team Leads to assure that the local check out centers are accurate and reflect local offerings as well as comply with Client Services SOPs for Equipment loans.
• Oversees the LARC classroom loaner process for PSU and KSC. Working with the Campus Registrar to determine eligible teaching lectures each semester. Coordinates with the Client Services Asset Manager to determine eligibility for LARC classroom loaners.
• Provides data to leadership on the use of loaner equipment and the LARC classroom loaner program on a semester basis.

• Supervision (15%)
• Works with the Tier 1 Support Facilitator to facilitate student employee hiring, training, and goal setting. Works with all USNH LST field technicians to assist and provide day-to-day resources to achieve department goals and maintain customer satisfaction.

• Requirements
• Minimum Acceptable Education & Experience:
• Associate’s degree and four years of experience, bachelor’s degree and two years of experience, or combination of education and experience equal to six years.
• Expertise in multiple information technology areas (Audio Visual, networks, configuration management, security, operating systems, software) and experience with both Windows and Macintosh OSX computer platforms, handheld devices/smartphones, and networking.

• Knowledge, Skills & Abilities:
• Analytical Mind-set, with experience in data analysis and visualizations.
• Strong customer-focused support skills.
• Organizational skills and effective oral and written communication skills.
• Project management, strategic planning, and asset management experience.
• Higher Education experience preferred.

• Preferred Qualifications:
• Proven knowledge of/or experience with USNH acceptable computing practices and security policies and procedures is also highly desirable.
• Experience providing Audio Visual and Classroom Technology support in a higher education environment.

Applicant Instructions:
Applicants should be prepared to upload the following documents when applying online within the My Experience: Resume/CV section of the application: (Maximum of 5 Documents)

• Resume/CV
• Cover Letter

Applications that are missing any of the required items may not move forward for consideration. Additional uploaded documents not requested in the position announcement will not be reviewed.

The University of New Hampshire is an R1 Carnegie classification research institution providing comprehensive, high-quality undergraduate and graduate programs of distinction. UNH is located in Durham on a 188-acre campus, 60 miles north of Boston and 8 miles from the Atlantic coast and is convenient to New Hampshire’s lakes and mountains. There is a student enrollment of 13,000 students, with a full-time faculty of over 600, offering 90 undergraduate and more than 70 graduate programs. The University actively promotes a dynamic learning environment in which qualified individuals of differing perspectives, life experiences, and cultural backgrounds pursue academic goals with mutual respect and shared inquiry.

EEO Statement
The University System of New Hampshire is an Equal Opportunity/Equal Access employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.

Compensation Pay Range:
$60,360.00 - $107,920.00
The pay range for this position is listed above. Actual offer will be based on skills, qualifications, experience, and internal equity, in addition to relevant business considerations. More information on benefits can be found here: USNH Employee Benefits | Human Resources

Location:
Durham