The Campus Operator Team Leader provides operational leadership for the Campus Operators team, ensuring an exceptional experience for all callers to Pepperdine University’s main phone line. This role is dedicated to maintaining high standards of service and professionalism in every interaction.

Duties

• LEADERSHIP AND ADMINISTRATION: Provides assistance and guidance through mentorship. Hires, trains, and manages team of support staff. Develops skills and offers experiences that prepare staff for professional careers. Sets departmental goals and objectives. Assesses their knowledge attainment. Regularly reviews departmental goals and objectives to ensure they align with IT Client Services strategies. Develops business plan for efficient management of campus operators and emergency procedures.
• TRAINING AND SUPPORT: Provides excellent customer service and support to the students, faculty, and staff by routing calls to the proper destination.
• COMMUNICATION AND RELATIONSHIPS: Represents Pepperdine and IT in a professional manner when collaborating with internal and external stakeholders. Develops and maintains strong partnerships with campus personnel and departments, as well as with external vendors and service providers, to assure current and future operational success.
• COLLABORATION: Provides backup support and assistance to other team members. Collaborates with co-workers and University colleagues on departmental, division-wide, and institutional projects. Shares process information and makes informal recommendations on how to improve processes and overall job execution within the team/department.
• PROFESSIONAL DEVELOPMENT: Attends training sessions, vendor presentations, user group meetings, conferences, and seminars. Engages regularly in individual professional development related activities to remain current with industry technology trends and work processes.
• COMMITTEES AND OTHER DUTIES: Undertakes tasks that stretch the employee's capabilities. Serves on various committees within the Information Technology division. Participates in external University committees. Performs other related duties as assigned.
• UNIVERSITY MISSION: Understands and supports the Christian mission of the University. Upholds the University mission through team, location, atmosphere, and work performed.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Skills and Qualifications

Required: Bachelor's degree in programming/systems or computer science, specialized training, certification, or equivalent work experience. Demonstrates an advanced level of quality customer experience.
Demonstrates an advanced working knowledge of basic hardware and software products.
Demonstrates advanced problem solving/troubleshooting skills.

Preferred: Prefer two (2) or more years of supervisory experience.

Qualified individuals should be able to articulate a strong commitment to diversity, and have the ability to work effectively with individuals from different backgrounds.

Offers of employment are contingent upon successful completion of a criminal, education, and employment screening. The University conducts such screenings in compliance with applicable laws and with the objectives of evaluating risk and supporting a safe environment for students, faculty, staff, and guests; safeguarding key University assets including people, property, information, and the University’s reputation; and providing comprehensive job-related information to University leaders to enable them to make prudent hiring decisions. Qualified individuals with criminal histories will be considered for employment in compliance with applicable laws, including the Los Angeles County Fair Chance Ordinance.

This is a Regular, Nonexempt, 40 hour per week position.

Expected Pay Range: $24.03 - $26.44 per hour

The above pay range reflects what Pepperdine University reasonably expects to pay for this position at time of posting. Actual compensation may vary based on relevant factors such as work experience, market conditions, education/training, and skill level. In addition to base pay, Pepperdine offers a robust and highly competitive benefits package.

Pepperdine is an Equal Employment Opportunity employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local law.