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This is a very interesting position for a high EQ professional with strong IT background. Reporting to the CEO of the educational set-up, this senior person is responsible for the following two roles:
1) Technology Head (Primary role)
Lead the IT organization to support the business.
Maintain the IT infrastructure
Provide strategic inputs to business leaders and field service personnel.
Ensure IT systems are secure and maintain appropriate uptime.
Manage the IT expenses to achieve budgeted levels.
Establish practices and procedures that work towards the continuous improvement of the IT processes.
Seek IT solutions for maximum effectiveness and efficiency
Stay up-to-date with current IT technologies & drive productivity improvements with appropriate technology.
Document and publish IT procedures and routines.
2) Student Service Head (Secondary role)
Lead a team of student care specialists
Deliver a high degree of student satisfaction and achievement of help desk support by responding to their enquiries, issues and concerns in a timely manner
Collate and analyze customer complaints/feedback from all sources and implement service recovery efforts for student problem resolution
Improve the efficiency and effectiveness of help desk support staff by setting performance standards, decrease response time, enable servicing multiple customers using various modes at one time, and improving student service
Expand the current suite of student service programme
Analyze and implement improvements to current internal and external customer service systems and processes.
Champion customer service in the company by setting service standards and inculcating quality service mindsets
