Technology Customer Service Manager

Solutions Management Group (SMG); Fort Dodge (IA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health, Dental, and Vision insurance

Company paid STD/LTD insurance

401(k) Retirement Plan and match

Paid Time Off (Vacation, PTO, and Holidays)

Paid Volunteer Time

Employee Assistance Program

Job summary

Solutions Management Group (SMG) is seeking a Technology Customer Service Manager in Fort Dodge, Iowa. In this role, you will lead the Service Desk Analyst and Computer Support Technicians, ensuring excellent customer service and efficient incident resolution. Responsibilities include team management, training development, and regular engagement with stakeholders for optimal service delivery. Qualifications include management experience and an associate’s degree in a related field. Benefits include health insurance and a 401(k) plan.

Qualifications

• Must demonstrate strong customer service skills.
• Management experience is required.
• Relevant degree or certification in computer science or related field.

Responsibilities

• Lead Service Desk Analyst and support technicians.
• Ensure efficient incident resolution and coaching.
• Engage regularly with the client's CIO.

Skills

Strong customer service skills

Management experience

Education

Associate’s degree or certificate/diploma in computer science or a related field

Tools

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

MAC operating system

Adobe Flash Media Live

Job description

Job Purpose

The Technology Customer Service Manager is responsible for leading the Service Desk Analyst and Computer Support Technicians who manage the Iowa Central Community College's computing endpoints and will ensure that policies and procedures set by the Leadership Team are applied consistently. The Technology Customer Service Manager will organize and coordinate endpoint deployment and break‑fix efforts through the day‑to‑day coaching of the team, ensuring efficient and accurate resolution of incidents and requests. This position will focus on First Contact Resolution (FCR) and will directly interface with the Computer Support Services Incident & Service Request Teams to resolve the remaining issues. In addition, the Customer Service Manager will coordinate the creation of self‑help documentation, based on trending common questions, and work closely with the Service Center Supervisor and the Tech Support Supervisor in developing training content.

Primary Job Responsibilities

• Provides excellent customer service to all Iowa Central Community College staff
• Participates in the hiring, training, and development of the Service Desk Analyst and Customer Support Technicians
• Provides coaching and direction of staff by assigning appropriate resources and reviewing processes and deliverables of all activities performed by their team
• Manages the development, training, and ongoing performance of all team members
• Acts as the first point of contact for North Iowa Central Community College in the absence of the Director of Dedicated Client Services
• Facilitates ongoing communication between the Service Desk, Student Service Desk, Customer Support Technicians, Department functional units, and System Administration as necessary to ensure rapid incident resolution
• Engages with the client's CIO on a regular basis and attends the recurring checkpoint meetings
• Motivates team to utilize industry best practices and deliver outstanding customer service and satisfaction to all locations
• Leads and participates in projects, using departmental incident/project tracking software and Agile workflow methodologies
• Produces quarterly metrics and templates to evaluate technical support issue response times and issue resolution with teams
• Compiles reports of SLA targets, numbers, and types of requests, analyzes the data, and then communicates it to the team
• Works with various departmental leaders and stakeholders to implement service delivery and support requirements
• Establishes target activities and manages the Service Desk Analysts team’s daily workflow

Hours

The employee works a full‑time schedule, Monday‑Friday from 8:00 am‑5:00 pm. This position is Exempt.

Qualifications

• Employee must have strong customer service skills
• Associate’s degree or certificate/diploma in computer science or a related field
• Management experience is required
• Computer knowledge: Microsoft Word, PowerPoint, and Excel; MAC operating system; and Adobe Flash Media Live

Benefits

• Health, Dental, and Vision insurance
• Company paid STD/LTD insurance for employee
• Company paid Life Insurance $10,000.00 policy for employee
• Section 125 Flexible Spending Account
• 401(k) Retirement Plan and 401(k) match
• Paid Time Off (Vacation, PTO, and Holidays)
• Paid Volunteer Time
• Employee Assistance Program

Solutions Management Group is an Equal Opportunity Employer

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