Client Services Manager

Elizabeth City State University

Elizabeth City (NC)

On-site

USD 70,000 - 100,000

Full time

14 days+

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Job summary

Elizabeth City State University is seeking a temporary Client Support Manager III to lead the IT Service Desk for about 100 days while a permanent hire is sought. You will supervise daily operations, handle urgent escalations, and coordinate with campus customers to resolve issues promptly.

Qualified candidates will have strong ITSM knowledge, leadership, and excellent communication skills. Preference given to candidates with PMP, ITIL, or CompTIA certifications and higher education IT

Qualifications

Knowledge of IT Service Desk operations, incident and problem management, escalation procedures, and IT service-management practices.
Strong leadership, staff supervision, communication, analytical, and problem-solving skills.
Ability to prioritize competing requests, manage urgent technical issues, and document procedures.

Responsibilities

Provide leadership and oversight for the IT Service Desk operations for ~100 days.
Supervise Service Desk operations and manage urgent/complex escalations.
Monitor requests and incidents; coordinate communications with campus customers and ensure timely resolution.

Skills

IT Service Desk operations

Incident management

Escalation procedures

Leadership

Staff supervision

Communication

Analytical skills

Problem solving

Education

Bachelor's degree in CS/IT/Leadership

5+ years of experience in Service Desk

2+ years of supervising Service Desk teams

Tools

ITSM platforms

Endpoint security coordination

Job description

The Division of Information Technology (IT) strengthens and supports the University’s mission of exemplary teaching and learning, scholarly and creative research, and effective engagement and public service by providing the information technology infrastructure, software, hardware, and support to achieve the University’s strategic goals. IT is composed of four departments which work with the university community to provide the information technology support and services required to realize operational excellence, integrate advanced technology, and create efficient and effective technology solutions.

Description of Work

The temporary Client Support Manager III will provide leadership and operational oversight for the Elizabeth City State University IT Service Desk for approximately 100 days while the University completes its search for a permanent employee. The position will supervise Service Desk operations, manage urgent and complex escalations, monitor requests and incidents, coordinate communication with campus customers, and help ensure timely resolution of technology issues.

The position will also review ticket trends, support Service Level Agreements, maintain operating procedures, coordinate application and service testing, and serve as a liaison between customers and technical teams. The manager will work with the Information Security Officer to address endpoint security incidents and support reliable technology services for students, faculty, staff, and administrators.

Competencies/Knowledge Skills, and Abilities Required in this Position

The position requires knowledge of IT Service Desk operations, incident and problem management, escalation procedures, customer service standards, and IT service-management practices. The successful candidate must have strong leadership, staff supervision, communication, analytical, and problem-solving skills.

The candidate must be able to prioritize competing requests, manage urgent technical issues, communicate clearly with technical and nontechnical customers, analyze ticket data, document procedures, and coordinate work across multiple IT teams. The position also requires sound judgment, professionalism, accountability, and the ability to maintain confidentiality when working with sensitive systems and security incidents.

License or Certification Required by Statute or Regulation

No licenses or certifications are required by statute or regulation.

PMP , ITIL Foundation, CompTIA A+, or CompTIA Network+ certification is preferred.

Management Preferences

A bachelor’s degree in computer science, information technology, leadership, or a related field and at least five years of comparable experience supporting users in a Service Desk environment are preferred. At least two years of experience managing or supervising Service Desk teams is also preferred.

Preference may be given to candidates with experience in higher education, IT service-management platforms, Service Level Agreements, customer-service improvement, application testing, and performance reporting.

Position Category

Position Category Temporary/Student

Position Status

Position Status Temporary

Monday – Friday with occasional evening, weekend, or after-hours work required to respond to urgent incidents, service disruptions, planned maintenance, or major University events.

Posting Number

Posting Number ATS00261P

Job Open Date

Job Open Date 10/15/2026

Job Close Date

Job Close Date 12/31/2026

AA/EEO Statement

Elizabeth City State University is an Aff... The University does not discriminate in access to its educational programs and activities, or with respect to hiring or the terms and conditions of employment, on the basis of race, color, national origin, religion, sex, gender identity and expression, political affiliation, age, disability, veteran status, genetic information or sexual orientation.

Any offer of employment to a successful candidate will be conditioned upon the University’s receipt of a satisfactory criminal background report.

Eligibility for Employment

Proper documentation of identity and eligibility for employment will be required before the hiring process can be completed. ECSU is an E-Verify participant.

Required fields are indicated with an asterisk (*).

Required Documents