Okay, I've searched for Assistant Vice President roles in Villanova, PA, specifically focused on Customer Experience and IT Support, requiring at least 10 years in a customer service role. I found 12 positions that match your criteria, all offering full-time schedules and tuition assistance benefits.

Sure. Here's the analysis:

Job Analysis:

The role of Assistant Vice President for Customer Experience & IT Support is rooted in the mission of Villanova University, aiming to enhance the community's service experiences through strategic leadership in IT. At its core, the AVP is tasked with providing high-quality customer engagement and ensuring that IT support processes resonate with the university's values of empathy and service. This involves not only overseeing multiple support teams and direct service delivery channels but also implementing robust IT service management principles. Candidates should expect to tackle challenges such as operational inefficiencies and the need for innovative technology solutions, fostering collaboration across departments, and integrating user-centered design in IT services. Success in this role would manifest as improved customer satisfaction metrics, streamlined support processes, and the establishment of a proactive service culture that continuously evolves to meet the needs of students, faculty, and staff. Additionally, candidates will need a balance of soft skills, such as empathy and communication, alongside technical proficiency in IT service management and operational leadership to bridge both functional and technical aspects of IT support effectively.

Company Analysis:

Villanova University stands as a prestigious institution, rooted in its Augustinian Catholic tradition and commitment to academic excellence, service, and inclusive community engagement. In the higher education landscape, it positions itself as a nurturing yet challenging environment that encourages critical thinking and personal growth. The company culture prioritizes service and compassion, suggesting that the AVP will thrive best when embodying these values in their leadership approach. The role is embedded in a larger IT department that interacts closely with multiple units across the university, indicating a need for strong interpersonal skills and a collaborative mindset. This position holds significant strategic importance as the AVP will lead initiatives that directly enhance the operational efficacy and service levels of IT support, making it a key player in supporting Villanova’s mission of fostering a supportive academic environment. As such, the AVP must not only excel in management and operational processes but also be aligned with the university's mission, ensuring that their initiatives reflect the institution's values and goals for the future.

Absolutely. Here are some mock interview questions that could come up:

• Tell me about a time when you had to manage a significant change within your IT team. What challenges did you face, and how did you address them?
• Can you describe your experience with IT Service Management tools and how you’ve implemented them effectively in a previous role?
• Give an example of a situation where you identified a gap in customer service within an IT environment. What steps did you take to resolve it?
• How do you approach building relationships with cross-functional teams to ensure effective collaboration in delivering IT services?
• Describe a project in which you developed a business case for a new technology implementation. What factors did you consider, and what was the outcome?
• What approaches would you take to enhance the customer experience for students and staff using IT support services?
• Imagine you are faced with a major incident that affects multiple departments. How would you lead the team in addressing the issue and communicating with stakeholders?
• Suppose you are tasked with improving service delivery metrics across the IT service support teams. What strategies would you employ to achieve this?
• What aspects of Villanova University's mission and values resonate with you, and how would you apply them in your role as AVP?
• Why do you believe IT leadership is important in higher education, and what specific experiences do you bring to this role?
• How do you handle conflicts or disagreements within a team when working on IT projects?
• What questions do you have about the daily responsibilities of this role and how it impacts the university's mission?
• How would you facilitate a culture of continuous improvement within the IT support teams?
• What initiatives have you led in the past that reflect your commitment to inclusivity and diversity within a team?
• How do you stay current with emerging technologies that could enhance IT support services?