Technology Customer Service Manager

Veteran Hiring Solutions•Estherville, IA

22h•$60,000 - $65,000•Onsite

About The Position

The Customer Service Manager leads the Company’s six-person, on-campus technology support team at a community college. The team supports the campus’s IT needs across service desk, customer support, AV, and computer support. This is a hands-on, visible leadership role focused on stabilizing the team, helping it grow, and serving as a trusted point of contact for college leadership. During the first 12 months, the manager is expected to establish consistent daily triage, make First Contact Resolution (FCR) and Total Ownership to Resolution (TOR) the daily standard, and build a dependable communication cadence with the college’s CIO. The role also produces quarterly SLA and support metrics reporting, promotes self-service resources based on ticket trends, and maintains the campus technology inventory and lifecycle replacement calendar. The position is fully on-site at the community college campus. The schedule is Monday through Friday, 8:00 AM to 5:00 PM, with occasional evening and weekend work. The role reports to the Director of Dedicated Client Services and has six direct reports.

Requirements

Associate or bachelor’s degree in business management, Computer Science, or a related field; equivalent professional military education tied to leadership progression or hands-on technical leadership experience may substitute for a four-year degree.
Management experience; comparable military team-leadership experience may qualify.
Experience with Microsoft Office.

Nice To Haves

Experience with ITIL methodology.
Experience supporting higher education staff and faculty or end users with AV and presentation technology.

Responsibilities

Stabilize and lead the six-person on-campus support team, ensuring team members are filled, trained, and following a consistent daily triage rhythm.
Establish First Contact Resolution and Total Ownership to Resolution as daily service standards, using ticket data and reducing unnecessary escalations.
Maintain a recurring checkpoint cadence with the college’s CIO and ensure college leadership receives timely answers and updates.
Produce quarterly SLA and support metrics reports covering response times, resolution times, and request volume by type.
Increase self-service adoption among campus staff, faculty, and students by developing coached self-help documentation based on trending ticket data.
Own and maintain the campus technology inventory and lifecycle replacement calendar, including device location, age, and replacement timing.
Provide hands-on support and resources to improve team efficiency, including responding to changing daily needs.

Benefits

Base salary of $60,000 to $65,000 plus quarterly bonuses.
Medical, dental, and vision insurance; the Company pays 50 percent of the employee premium based on single coverage.
$10,000 employer-paid life insurance policy.
Company-paid short-term and long-term disability insurance.
Employee Assistance Program for the employee and family.
Section 125 Flexible Spending Account for employees averaging 20 or more hours per week.
401(k) plan with a Company match of 40 percent of the first 4 percent of employee contributions.
Five days of annual PTO for unplanned events, eligible after 90 days of employment.
Vacation beginning at two weeks in the first year, increasing according to a published schedule up to six weeks after 25 years of service.
Paid holidays, including a floating holiday.
Up to three paid bereavement days for the death of an immediate family member, after 30 days of employment.