SIGUCCS Academy Sessions in Effective Service Management

Session 1 IT Service Management: Customer-Centered Excellence

This workshop lays the foundation for exceptional customer service by teaching the proven methods used by the top service providers in the industry. Attendees will learn how to establish simple yet effective ways of delivering service that aligns with the highest standards.

Instructor – Jason Dailey 

Jason Dailey is a distinguished professional with a remarkable journey through the world of higher education IT. As the Director of Customer Engagement for the IT department at the California Institute of the Arts, he has played a pivotal role in elevating the quality of technical support and customer service at America’s most esteemed experimental art institution. Jason’s career trajectory is a testament to his dedication and expertise. Beginning as a PT Apple Store Specialist, he quickly made his mark in the IT field, progressing through the ranks to become a Helpdesk technician and eventually leading the IT Helpdesk at his current institution. This unique and creative path has equipped him with a holistic understanding of IT, customer service, and the intricacies of higher education. With a deep commitment to ensuring a seamless and innovative IT experience for students, faculty, and staff, Jason Dailey’s leadership has been instrumental in enhancing the technological landscape at CalArts. His ability to merge technical acumen with a creative perspective on customer service sets him apart, making him a valuable asset in the ever-evolving higher education IT landscape. Jason continues to shape the future of IT customer engagement, combining a rich professional background with a passion for delivering top-tier support in an environment where experimentation and innovation thrive.

Session 2 – Get Things Done

This workshop imparts methodologies to manage and respond to the numerous requests IT support staff encounter daily. The focus is on leveraging team skills, knowledge, and experience to ensure efficient outcomes.

Instructor – Mitch Ochi

Mitchell Ochi is the Client Service and Operations Center Director for Information Technology Services at the University of Hawaiʻi. He has been working at the University of Hawaiʻi since 2003, with his current areas of responsibility including the University of Hawaiʻi’s systemwide 24/7 Help Desk and Operations Center; general desktop support for the departments at the flagship campus (Mānoa); Google Workspace domain administration; identity management support; and coordination of the technology resources for the institutional digital accessibility program.

Session 3 – Hiring the Right People

This workshop explores the challenges and intricacies of hiring the right people for IT customer service roles. It is not always easy to find technically competent people that also communicate well with others. Emphasizing both the art and science of hiring, the session will guide attendees through identifying and understanding essential competencies and skills.

Instructor – Beth Rugg

Beth Rugg – Assistant Vice Chancellor for Client Engagement – UNC Charlotte. I have worked in the IT field for 20+ years and am currently responsible for a 50+ member team that provides front line service and support for our centralized IT organization. I champion service and support and have extensive experience overseeing service desks, desktop support, endpoint management, labs, instructional support and design, digital media production, technology acquisition and renewal, training, documentation and communication. I have led many large administrative and academic initiatives over the course of my career. I was on the SIGUCCS board for many years and am a faculty member for the Educause Senior Director’s program. I participated in the IT Service Catalog Revision Working Group and the ECAR IT Service Change Management Working Group.