Client Support Services Manager

Rogue Community College; Grants Pass (OR); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Complete employer-paid health insurance

Generous paid leaves

Tuition waivers

Wellness activities

Job summary

A community college in Oregon is seeking a full-time Client Support Services Manager to oversee the support team and ensure high service levels. The ideal candidate should have a strong background in customer service operations, with leadership and team management skills. Responsibilities include developing support processes and collaborating with IT to enhance client satisfaction. Offering a comprehensive benefits package, this role requires a commitment to inclusivity and service excellence.

Qualifications

• Four years of progressively responsible experience in client support or IT.
• Two years in a supervisory or lead capacity.
• Bachelor’s degree or higher preferred.
• Any satisfactory equivalent combination of education and experience may substitute for the requirement(s).
• Bachelor’s degree or ITIL Foundations v4 or equivalent certification in IT service management preferred.

Responsibilities

• Oversee daily operations of the client support team.
• Ensure efficient delivery of technical and customer service.
• Collaborate with IT leadership for service alignment.
• Provide leadership and direction to staff and supervise achievement of objectives.
• Monitor performance metrics and drive improvements to client experience and operational efficiency.

Skills

Customer service operations

Leadership

Communication skills

Team management

Analytical skills

Team management

Education

Associate’s degree in Business Administration or related field

Bachelor’s degree in related discipline

ITIL Foundations certification

Tools

CRM or ticketing systems

Microsoft Office

Google Workspace

Job description

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Rogue Community College welcomes applications for a full-time Client Support Services Manager.

The Manager of Client Support Services oversees the daily operations of the client support team, ensuring the efficient and effective delivery of technical and customer service to internal and external users. This position provides leadership and direction to staff, develops and implements support processes, and monitors service performance to maintain high levels of client satisfaction. The role collaborates with Information Technology leadership and cross-departmental stakeholders to align support services with institutional goals, resolve complex service issues, and promote continuous improvement in client experience and operational efficiency.

Review of applications is scheduled to begin 12/1/2025.

Why Work at RCC?

Rogue Community College is a rewarding workplace where our employees enjoy helping others transform their lives through education. For the last 50 years, RCC has served as an important economic engine for the Southern Oregon community. With three unique campuses in Grants Pass, Medford and White City, Rogue is a comprehensive public community college serving about 14,000 individual learners, or 5,700 FTE, each year. We are committed to hiring a diverse faculty and staff who uphold our mission, vision and values.

Living in the Rogue Valley

Southern Oregon's beautiful Rogue Valley offers vibrant cultural and recreational opportunities along with friendly people and a mild climate. Conveniently situated along Interstate 5, the Rogue Valley is home to Southern Oregon University, the Oregon Shakespeare Festival, the Britt Music & Arts Festival and a wonderful menu of restaurants, wineries and breweries. Outdoor recreation enthusiasts will enjoy the Valley's plentiful opportunities for hiking, cycling, rafting, fishing, camping and golfing as well as easy access to Crater Lake National Park, the Oregon Caves and the scenic Oregon and Northern California coast.

Diversity

RCC is committed to a culture of civility, respect, and inclusivity. We are an equal opportunity employer actively seeking to recruit and retain a diverse workforce that includes members of historically underrepresented groups and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.

Benefits and Retirement

In addition to rewarding career opportunities, RCC offers an excellent comprehensive benefits package to employees and eligible dependents. The following core benefits are made available through the Oregon Educators Benefit Board (OEBB): complete employer-paid health insurance packages, employer-paid group life and AD&D insurance, optional life and AD&D insurance, long and short-term disability insurance, long-term care insurance, employee assistance program, individual offerings from AFLAC and Colonial, flexible spending accounts, and health savings accounts. Additional benefits include generous paid leaves, tuition waivers, and on-campus wellness activities. Qualifying employees will contribute to the Public Employee's Retirement System (PERS) and have the opportunity to enroll in optional 403(b) and 457(b) deferred compensation plans.

This is a full-time Exempt/Managerial (100%, 246 days/year) position in the Information Technology Services department. Starting compensation will be based on Grade J of the 2025-26 salary schedule, in accordance with initial placement per the current Management, Administrative, and Confidential Employee Handbook. Consideration will be given to related experience and educational achievement but generally not expected to exceed the midpoint of the range.

Minimum Qualifications

• Education – An Associate’s degree in Business Administration, Management, Communications, Computer Science, or a related field.
• Experience – Four (4) years of progressively responsible experience in client support, information technology, or customer service operations, including at least two (2) years in a supervisory or lead capacity.

Only degrees received from an accredited institution will be accepted: accreditation must be recognized by the office of degree authorization, US Department of Education, as required by ORS 348.609. Final candidate will be required to provide official transcripts for required degree.

Any satisfactory equivalent combination of education and experience which ensures the ability to perform the essential functions of the position may substitute for the requirement(s).

Preferred Qualifications

• Bachelor’s degree or higher in a related discipline.
• ITIL Foundations v4 or equivalent certification in IT service management.

Essential Knowledge, Skills, & Abilities (Core Competencies)

• Knowledge – Requires foundational knowledge of customer service operations, including standard practices for handling inquiries, resolving complaints, and maintaining client satisfaction. Must understand business communication, office software (such as Microsoft Office or Google Workspace), and standard reporting methods. Also requires familiarity with workplace supervision principles, time management, and basic budgeting or resource allocation to support departmental needs.
• Skills – Requires strong leadership and team management abilities, advanced knowledge of customer service practices, and excellent communication and interpersonal skills. Must demonstrate proficiency with CRM or ticketing systems, analytical and problem‑solving abilities, and the capacity to interpret performance metrics to drive improvements. Strategic thinking, organizational skills, and the ability to collaborate across departments are also essential to ensure efficient operations and exceptional client experiences.
• Abilities – Must be able to lead and motivate a diverse team, foster a positive work environment, and maintain high levels of customer satisfaction. Requires the ability to analyze complex issues, make sound decisions under pressure, and manage multiple priorities effectively. Strong communication, collaboration, and strategic planning are essential, as along with adaptability to evolving client needs and organizational goals.

Other Requirements

• Availability for occasional evening or weekend work, and routine travel between campuses.
• For assignments requiring operation of a motor vehicle, possession of a valid Oregon Driver’s License or the ability to obtain one within 30‑days of employment, and maintenance of an acceptable driving record are required.

Remote Work Options (see AP 7239 Working Remotely for more details)

• This position functions as an in‑person work arrangement, working on campus with either a set schedule or flexibility depending on operational needs.

Physical Demands

The physical demands listed below represent those that must be met by an incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

• Manual dexterity and coordination are required for more than half of the daily work period, which is spent sitting while operating office equipment such as computers, keyboards, 10‑key, telephones, and other standard office equipment. While performing the duties of this position, the employee is frequently required to sit, stand, walk, reach, bend, stoop, twist, see, talk, and hear, and occasionally kneel, crouch, climb, balance, and manipulate objects. The position requires some mobility, including the ability to move materials up to 5 pounds daily and 5‑25 pounds rarely. This position requires both verbal and written communication abilities.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this position, the employee is primarily working indoors in an office environment and regularly travels between campuses to supervise staff or attend meetings. The employee is not exposed to hazardous conditions. The noise level in the work environment is usually moderate, and the lighting is adequate.

For full details and to apply, click the blue "Apply" button at the top of this page. To find other job opportunities at RCC, please visit our web site at http://jobs.roguecc.edu.