Director of IT Customer Service (Administrator II)
About the role
The Director of IT Customer Service leads the strategy, design, and delivery of consistent, high-quality experience for IT Support Services at Chico State. This role brings together service delivery, user experience, and customer insight to ensure that students, faculty, and staff can effectively engage with technology in support of teaching, learning, and campus operations. This position provides leadership across IT Support Services, including the Service Desk, Field Services, and customer-facing support channels, while advancing a culture of service excellence, accountability, and continuous improvement. The Director partners across the Division of IT and campus stakeholders to align services with institutional priorities and improve the overall user experience with technology.
Responsibilities
- Lead strategy, design, and delivery of IT Support Services.
- Oversee Service Desk, Field Services, and customer-facing support channels.
- Advance a culture of service excellence, accountability, and continuous improvement.
- Partner with the Division of IT and campus stakeholders to align services with institutional priorities.
- Improve the overall user experience with technology.
Requirements
- Bachelor’s degree in a related field or equivalent combination of education and experience.
- Minimum