Technology Customer Service Manager

Veteran Hiring Solutions • Davenport, IA

4d • Onsite

About The Position

This role is for a Technology Customer Service Manager at a growing IT managed services provider, supporting a community college campus in the Eastern Iowa / Quad Cities area. The position is on-site and reports to the Director of Dedicated Client Services. The team consists of six direct reports, including Service Desk Analysts, Customer Support Technicians, and AV/Computer Support Technicians. The primary purpose of this role is to stabilize and lead the existing lean support team, ensuring efficient IT operations for the campus. The mission in the first 12 months is to stabilize the team, improve First Contact Resolution (FCR) and Total Ownership to Resolution (TOR) metrics, and become a trusted point of contact for the college's leadership. This is a hands-on leadership position focused on building team capability and fostering growth within the company.

Requirements

• Must have served in the U.S. Army, U.S. Navy, U.S. Marine Corps, U.S. Air Force, U.S. Coast Guard, U.S. Space Force, U.S. Reserves, or U.S. National Guard.
• Associate or bachelor's degree in business management, Computer Science, or a related field, or military equivalent (Professional military education tied to leadership progression or equivalent hands-on technical leadership experience).
• Management experience required, specifically NCO or company-grade officer experience leading a team of comparable size (squad or section leader and above) responsible for people, equipment, and readiness.
• Microsoft Office experience required, or military equivalent (Routine use of standard reporting and administrative software in an admin, logistics, or personnel role).

Nice To Haves

• Experience with ITIL methodology, or military equivalent (Structured trouble-ticketing or maintenance/readiness tracking system experience).
• Experience supporting Higher Education staff and faculty, or end users on AV/presentation technology, or military equivalent (Training environment IT or AV support, schoolhouse or simulator technology support).

Responsibilities

• Stabilize the six-person on-campus support team within the first 90 days, ensuring all positions are filled, trained, and operating with a consistent daily triage rhythm.
• Establish First Contact Resolution and Total Ownership to Resolution as the daily standard within 6 months, measured by ticket resolution data and a documented drop in unnecessary escalations.
• Build a reliable checkpoint cadence with the college's CIO within the first 60 days, with recurring meetings and proactive communication.
• Produce quarterly SLA and support metrics reporting starting in the first full quarter, covering response times, resolution times, and request volume by type.
• Grow self-service adoption among campus staff, faculty, and students over the first year by coaching self-help documentation based on trending ticket data.
• Own the campus technology inventory and lifecycle replacement calendar on an ongoing basis, maintaining current records of device location, age, and replacement timing.

Benefits

• Base salary: $60,000 to $65,000, plus quarterly bonuses.
• Health insurance: Medical, dental, and vision through Wellmark Blue Cross/Blue Shield (vision partnered through Avesis).
• Life and disability insurance: $10,000 employer-paid life insurance policy. Short-term and long-term disability premiums fully paid by the Company, through Principal Financial Group.
• Employee Assistance Program: Free, confidential resource through Principal Financial Group, managed by ComPsych.
• Section 125 Flex Spending Account: Available to employees averaging 20+ hours per week.
• 401(k): Administered through EPIC. The Company matches 40 percent of the first 4 percent of employee contribution.
• Paid Time Off: 5 days per year for unplanned events (illness, emergency), eligible after 90 days of employment.
• Vacation: 2 weeks in year one, increasing on a published schedule up to 6 weeks after 25 years of service.
• Holidays: Paid holidays including New Year's Eve, New Year's Day, Memorial Day, Independence Day, a floating holiday, Labor Day, Thanksgiving (two days), Christmas Eve, and Christmas Day.
• Bereavement pay: Up to 3 paid days for the death of an immediate family member, after 30 days of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree