Director, IT Customer Experience & Service Delivery

Chico State Construction Management Department; Chico (CA); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Tuition fee waiver

Health insurance

Job summary

California State University, Chico seeks a Director of IT Customer Service to lead the strategy, design, and delivery of high-quality IT support for students, faculty, and staff. This role unites service delivery, user experience, and customer insight, overseeing the Service Desk, Field Services, and customer channels while advancing a culture of service excellence and continuous improvement.

The Director partners across the Division of IT to align services with institutional priorities and

Qualifications

• Bachelor’s degree in a related field or equivalent combination of education and experience.
• Minimum of 5 years of progressively responsible experience in IT support services, customer experience, or related field.
• Demonstrated experience leading teams and managing staff.
• Experience using data, metrics, and customer feedback to inform decision-making.
• Strong communication and interpersonal skills with the ability to work effectively with diverse stakeholders.

Responsibilities

• Lead the strategy, design, and delivery of consistent, high-quality IT support services for students, faculty, and staff.
• Oversee the Service Desk, Field Services, and customer-facing channels and drive continuous service improvements.

Skills

Leadership

Customer experience

Data-driven decisions

Communication

Stakeholder management

Education

Bachelor’s degree

Tools

ServiceNow

Job description

California State University, Chico seeks a Director of IT Customer Service to lead the strategy, design, and delivery of high-quality IT support for students, faculty, and staff. This role unites service delivery, user experience, and customer insight, overseeing the Service Desk, Field Services, and customer channels while advancing a culture of service excellence and continuous improvement.

The Director partners across the Division of IT to align services with institutional priorities and