Director of IT Customer Service (Administrator II)

California State University, Chico; Chico (CA); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Tuition fee waiver

Health insurance

Paid time off

Job summary

California State University, Chico seeks a Director of IT Customer Service to lead the strategy, design, and delivery of a high-quality IT support experience for students, faculty, and staff. This role unifies service delivery, user experience, and metrics to improve engagement with technology across campus operations.

The successful candidate will supervise the Service Desk and Field Services, partner with campus stakeholders, and drive a culture of service excellence, accountability, and

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Minimum of 5 years of progressively responsible experience in IT support services or related field.
• Experience leading teams and managing staff; data-driven decision making; strong communication with diverse stakeholders.

Responsibilities

• Lead the strategy, design, and delivery of high-quality IT support services for students, faculty, and staff.
• Unify service delivery, user experience, and customer insight to improve engagement with technology.
• Provide leadership across IT Support Services, including the Service Desk and Field Services.

Skills

Team leadership

Data-driven decisions

Strong communication

Education

Bachelor's degree or equivalent

Tools

ITIL

ServiceNow

Job description

Our Commitment To Equity, Diversity, And Inclusion

California State University (CSU), Chico is a comprehensive and residential public university, holding Hispanic-Serving Institution (HSI) designation. Chico State operates as part of the 23-campus CSU system, which educates the most ethnically, economically, and academically diverse student body in the nation. The University enrolls over 15,000 students, with over half identifying as first-generation college students. Chico State is committed to recruiting outstanding candidates. The ideal candidate will embrace our values predicated on the primacy of student success and the elimination of equity gaps, have demonstrated experience working with diverse populations, and will contribute to policies, programs, and practices that support an inclusive, accessible, and equitable learning and working environment. Black, Indigenous, People of Color, veterans, and those with diverse abilities are encouraged to apply.

Job/Department Summary

The Director of IT Customer Service leads the strategy, design, and delivery of consistent, high-quality experience for IT Support Services at Chico State. This role brings together service delivery, user experience, and customer insight to ensure that students, faculty, and staff can effectively engage with technology in support of teaching, learning, and campus operations. This position provides leadership across IT Support Services, including the Service Desk, Field Services, and customer-facing support channels, while advancing a culture of service excellence, accountability, and continuous improvement. The Director partners across the Division of IT and campus stakeholders to align services with institutional priorities and improve the overall user experience with technology.

Required Education And Experience

Bachelor’s degree in a related field or equivalent combination of education and experience.

AND

Minimum of 5 years of progressively responsible experience in IT support services, customer experience, or related field.

AND

• Demonstrated 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 the ability to work effectively with diverse stakeholders.

Preferences

Preference may be given to applicants with the following as they may be considered specialized skills:

• Higher education IT experience
• ITIL or other IT Service Management framework experience
• Customer journey mapping or user experience methodologies
• Experience with ServiceNow or similar enterprise ITSM platform
• Experience implementing customer experience or digital transformation initiatives

Time Base:

Full-time

Pay Plan:

12/12

Work Schedule:

Mon-Fri 8:00am-5:00pm, Summer: Mon-Thurs 7:00am-5:30pm

Anticipated Hiring Range:

Anticipated up to $150,000 per year. Salary commensurate with education and experience of the individual selected.

Benefits:

This position qualifies for benefits including tuition fee waiver (if eligible). CSU, Chico offers a number of benefits to its employees (e.g., sick leave, vacation, health insurance). For more information please visit https://www.calstate.edu/csu-system/careers/benefits/Documents/employee-benefits-summary.pdf

Additional Information

Education Code 89521 Requirements: Applicants will be required to disclose whether they have received a final administrative decision or final judicial decision determining that they have committed sexual harassment within the last 7 years only after a determination is made that they meet the minimum qualifications for the position, and before an offer of employment is extended. Applicants who reach the final stages of the application process must also sign a release form that authorizes the release of information by the applicant’s current and/or former employers to the CSU concerning any substantiated allegations of misconduct. California State University, Chico, in accordance with CSU policy, requires that the successful candidate complete a background check (including a criminal records check, sexual offender registry check, and/or fingerprinting) prior to assuming this position. Failure to satisfactorily complete or pass the background check may impact the job offer or continued employment of current CSU employees who apply for posted positions identified as sensitive. This position is considered a sensitive position based on CSU guidelines. Incumbent is responsible for the safety and security of Level 1 data, sometimes also referred to as Level 1 protected data. This is confidential information that is in most cases protected by statutes, regulations, or other legal mandates. The person holding this position is considered a “Limited Mandated Reporter” under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 (revised July 21, 2017) as a condition of employment. (Check) This position is a Higher Education Employer-Employee Relations Act (HEERA) designated managerial position and comes under the Management Personnel Plan (MPP) of the California State University. Individuals appointed to management positions serve at the pleasure of the President or designee. They are excluded from the collective bargaining process, are not subject to probationary service, and do not receive tenure or permanent status. This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA). The duties of this position will include participation in a decision that may have a material/financial benefit to the incumbent. Therefore, this is a “designated position” under the California State University’s Conflict of Interest Code and the incumbent will be required to file a Form 700: Statement of Economic Interest and is subject to the regulations of the Fair Political Practices Commission. (Designated Position Groups: Information Technology and Support Services-Manager (all levels) – Category 1, 2).

About Chico State

Graduate and undergraduate programs boast high-quality research experiences, exceptional faculty mentoring, and civic and global engagement opportunities. The campus motto, “Today Decides Tomorrow,” is brought to life by inclusive pedagogy, experiential learning, and co-curricular programming. The Chico Experience prepares students to be critical thinkers, engaged citizens, and inspired stewards of environmental, social, and economic resources. Together, they will become leaders solving the challenges of the 21st century. The campus is located in Northern California, 90 minutes from the state capital, Sacramento, and a three-hour drive from the San Francisco Bay Area. Chico offers year-round natural beauty, outdoor leisure activities, and a thriving arts, music, and events scene. We acknowledge and are mindful that Chico State stands on lands that were originally occupied by the first people of this area, the Mechoopda, and we recognize their distinctive spiritual relationship with this land, the flora, the fauna, and the waters that run through campus. We are humbled that our campus resides upon sacred lands that since time immemorial have sustained the Mechoopda people and continue to do so today. The University is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status. Chico State is not a sponsoring agency for staff and management positions (i.e. H-1B Visas). CSU, Chico's Annual Security Report includes summaries of institutional policy relating to campus safety, drug and alcohol use, sexual assault, and other matters. The report is published in compliance with the Clery Act and includes three years of certain crime statistics that occurred in Clery Act defined geography. A paper copy of the report may be requested in person at CSU, Chico Police Department or by calling 530-898-5555 . It is also available on the web at Annual Security & Fire Safety Report.

Open Until Filled (Review of Applications will begin 09/07/26. Applications received after that date may be considered.)