Director, IT Service Experience & Delivery

The California State University; Chico (CA); Hybrid; USD 135,000 - 165,000; Full time

Benefits offered by this job

Tuition fee waiver

Job summary

The California State University, Chico is seeking a Director of IT Customer Service to lead the strategy, design, and delivery of high‑quality IT support for students, faculty and staff, ensuring effective engagement with technology.

This role oversees the Service Desk, Field Services, and customer-facing channels, driving service excellence, using data to improve experiences, and collaborating with campus partners to align IT services with university priorities.

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.
• Experience leading teams and managing staff, including performance management and professional development.
• Experience using data, metrics, and customer feedback to inform decision-making and drive improvements.
• Strong communication and interpersonal skills with diverse stakeholders.

Responsibilities

• Lead strategy, design, and delivery of high-quality IT support for students, faculty, and staff.
• Oversee Service Desk, Field Services, and user channels to promote service excellence.
• Partner with campus stakeholders to align IT services with university priorities and improve UX.

Skills

Leadership

Data-driven

Customer experience

Communication

Education

Bachelor’s degree in related field

Tools

ITSM platforms (ServiceNow)

Job description

The California State University, Chico is seeking a Director of IT Customer Service to lead the strategy, design, and delivery of high‑quality IT support for students, faculty and staff, ensuring effective engagement with technology.

This role oversees the Service Desk, Field Services, and customer-facing channels, driving service excellence, using data to improve experiences, and collaborating with campus partners to align IT services with university priorities.