● Manage a portfolio of career center association accounts to maximize customer engagement and ensure a collaborative relationship to drive success of the career center● Relationship Management – build and drive strong relationships with relevant contacts within assigned Association accounts and leverage these to drive the best possible customer experience● Strategic Consultation – provide education and guidance in the best use of the madgex product to maximize the potential of the career center● Portfolio Growth – work with the Association accounts to meet their growth goals while also meeting our strategic and financial targets● Develop and provide regular reporting on KPIs and financial information that drive the success of the career center and provide detailed insights, strategies and initiatives based upon these reports e.g. decline in traffic requires action from the Association

● Analyze student data and implement interventions to bridge gaps in student performance across a variety of learning domains.● Strategically deploy digital learning resources to facilitate and monitor student growth.● Professionally and compassionately advocate for student needs.

• Hire, train, manage, and evaluate a team of 15-20 technicians to provide Tier 1 technical support and event support to Rollins College with a special emphasis on meeting institutional goals for quality customer service and performance.• Create custom forms, reports, and dashboards in the department's ticketing system. Ensure the ticket creation process is simple yet comprehensive. Build reporting tools for technicians and management to identify campus trends and evaluate team performance. Design custom dashboards to maximize productivity.• Create staffing schedules for technicians that accommodate individual availability, ensure adequate staffing levels, and meet budget requirements.• Triage incoming cases and monitor Tier 2 support queues; ensure high priority issues are addressed quickly and with a high standard of customer service. Assign cases to Tier 2 techs according to technician’s specializations and availability.• Recognize security threats to the institution when they are brought to the Helpdesk and immediately work to resolve those issues. Coordinate with other areas of IT and affected stakeholders as necessary.• Respond to users in person, over the phone, or via email when they contact the Helpdesk. Provide necessary support to resolve their requests quickly and with a high standard of personal care.• Record support interactions through the help desk ticketing system.• Build reporting tools in the help desk ticketing system to recognize trends across campus, evaluate student growth, and track team performance.

• Diagnose and resolve problems related to faculty, staff, and student computers as well as community printers, computers, and multimedia equipment.• Proactively enforce campus policies for cyber-security. Recognize security threats when reported by users and resolve those issues quickly.• Provide support for live events on campus and proactively check event spaces ahead of time to ensure all equipment is working properly. Troubleshoot and resolve issues as needed.• Log all work done in the help desk ticketing system.• Write documentation for Tier 1 and Tier 2 technicians to assist in troubleshooting.• Write documentation for faculty, staff, and students to proactively answer common questions• Teach training classes for faculty, staff, and students as needed.• Create content for departmental social media with an emphasis on communicating known campus-wide problems and departmental policies for cyber security.

Provided Tier 1 IT Help Desk support.