Technology Customer Service Manager

Veteran Hiring Solutions•Estherville, IA

3d•Onsite

About The Position

The Technology Customer Service Manager leads a six-person, on-campus IT support team at a community college supported by a privately held, growing IT managed services provider. The role is responsible for stabilizing and developing the team, providing visible, hands-on leadership, and serving as a trusted point of contact for college leadership. The manager oversees Service Desk Analysts, Customer Support Technicians, and AV/Computer Support Technicians and is expected to help wherever needed to keep the team effective. During the first year, the manager is expected to establish consistent team operations and daily triage, make First Contact Resolution and Total Ownership to Resolution the standard, and build a reliable communication cadence with the college's CIO. The role also produces quarterly SLA and support metrics, increases campus adoption of self-service resources, and maintains the campus technology inventory and lifecycle replacement calendar. The position is fully on-site at the community college campus, Monday through Friday, 8:00 AM to 5:00 PM, with occasional evening and weekend work required. It 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; professional military education tied to leadership progression or equivalent hands-on technical leadership experience may substitute for a four-year degree.
Management experience leading a team; comparable NCO or company-grade officer experience leading a squad or section responsible for people, equipment, and readiness is identified as a military equivalent.
Microsoft Office experience; routine use of standard reporting and administrative software is identified as a military equivalent.

Nice To Haves

Experience with ITIL methodology; structured trouble-ticketing or maintenance/readiness tracking system experience is identified as a military equivalent.
Experience supporting higher-education staff and faculty or end users on AV/presentation technology; training-environment IT or AV support is identified as a military equivalent.

Responsibilities

Stabilize and lead the six-person campus support team, ensuring team members are filled, trained, and operating with a consistent daily triage rhythm.
Establish First Contact Resolution and Total Ownership to Resolution as daily service standards and reduce unnecessary escalations.
Maintain a recurring checkpoint cadence with the college's CIO and ensure college leadership receives answers and updates proactively.
Produce quarterly SLA and support metrics reporting on response times, resolution times, and request volume by type.
Promote self-service adoption among campus staff, faculty, and students, using ticket trends to create coached self-help documentation and reduce avoidable visits.
Own the campus technology inventory and lifecycle replacement calendar, keeping device location, age, and replacement timing current.
Provide hands-on support and resources to help the team work efficiently, including stepping in as daily needs require.

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 premiums.
Free, confidential Employee Assistance Program for the employee and family, starting on the date of hire.
Section 125 Flexible Spending Account available to eligible 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, subject to eligibility terms.
Five days per year of paid time off for unplanned events, subject to eligibility and balance limits.
Vacation starting at two weeks in year one and increasing on a published schedule up to six weeks after 25 years of service.
Paid holidays, including New Year's Eve, New Year's Day, Memorial Day, Independence Day, a floating holiday, Labor Day, two Thanksgiving days, Christmas Eve, and Christmas Day.
Up to three paid bereavement days for the death of an immediate family member, subject to eligibility.