Technology Customer Service Manager

Veteran Hiring Solutions•Davenport, IA

6d•$60,000 - $65,000•Onsite

About The Position

This role exists because the Company's on-campus support teams run lean. Six people are responsible for every ticket, call, walk-up, and AV request across an entire community college, and that only works if the person leading them is stable, present, and willing to do whatever the day requires. This is not a caretaker assignment. It is a build: stabilize the team that is there now, get it running at full capability, and open the door for that person, and the people under them, to grow further inside the Company as it keeps expanding. In the first 12 months, this person stabilizes a six-person team supporting an entire community college's IT needs, gets First Contact Resolution (FCR) and Total Ownership to Resolution (TOR) running as the daily standard rather than the exception, and becomes the steady, present face of the Company that the college's leadership trusts without having to ask twice. The hiring leader put it plainly: the Company needs someone who can walk in, stabilize the team, help it grow, and be ready for what comes next.

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. Military equivalent: Professional military education tied to leadership progression (e.g., Advanced/Senior Leader Course) or equivalent hands-on technical leadership experience in lieu of a four-year degree.
Management experience required. Military equivalent: 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. Military equivalent: Routine use of standard reporting and administrative software in an admin, logistics, or personnel role.

Nice To Haves

Experience with ITIL methodology. 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. 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, with every Service Desk Analyst, Customer Support Technician, and AV/Computer Support Technician seat filled, trained, and running 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 to the Incident & Service Request team.
Build a reliable checkpoint cadence with the college's CIO within the first 60 days, with recurring meetings running on schedule and a track record of college leadership having answers before they have to ask for them.
Produce quarterly SLA and support metrics reporting starting in the first full quarter on the job, giving the team and company leadership a clear read on response times, resolution times, and request volume by type.
Grow self-service adoption among campus staff, faculty, and students over the first year, reducing avoidable desk-side and remote visits through coached self-help documentation built from trending ticket data.
Own the campus technology inventory and lifecycle replacement calendar on an ongoing basis, keeping device location, age, and replacement timing current for the college's contract.

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). Eligible the first of the month following 60 days of employment. The Company pays 50 percent of the employee premium based on single coverage.
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. Eligible the first of the month following 60 days.
Employee Assistance Program: Free, confidential resource through Principal Financial Group, managed by ComPsych. Eligible for the employee and family starting on date of hire.
Section 125 Flex Spending Account: Available to employees averaging 20+ hours per week, administered by BASE, with a 60-day waiting period from hire.
401(k): Administered through EPIC. The Company matches 40 percent of the first 4 percent of employee contribution. Entry dates are January 1 or July 1 following the start date. Employee must be employed on the last day of the calendar year to receive matching eligibility.
Paid Time Off: 5 days per year for unplanned events (illness, emergency), eligible after 90 days of employment. Maximum PTO balance of 30 days.
Vacation: 2 weeks in year one, increasing on a published schedule up to 6 weeks after 25 years of service. Only one week of unused vacation carries over year to year.
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. Full-time employees receive 8 hours of holiday pay. Eligible on date of hire.
Bereavement pay: Up to 3 paid days for the death of an immediate family member, after 30 days of employment.