Director of IT Service & Customer Experience

CSU; Chico (CA); On-site; USD 135,000 - 165,000; Full time

Benefits offered by this job

Tuition fee waiver

Health insurance

Paid time off

Job summary

California State University, Chico is seeking a Director of IT Customer Service to lead the strategy, design, and delivery of a consistent, high‑quality experience for IT Support Services across the campus. You will unite service delivery, user experience, and customer insight to help students, faculty, and staff engage with technology effectively.

The role oversees the Service Desk, Field Services, and customer‑facing channels, partnering with the Division of IT and campus stakeholders to align

Qualifications

• 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.
• 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.
• Preference may be given to applicants with higher education IT experience, ITIL or other ITSM framework experience, customer journey mapping, ServiceNow, and CX/digital transformation initiatives.

Responsibilities

• Lead strategy, design, and delivery of a high‑quality IT Support Services experience for students, faculty, and staff.
• Oversee the Service Desk, Field Services, and customer‑facing support channels.
• Partner across the Division of IT and campus stakeholders to align services with institutional priorities.
• Foster a culture of service excellence, accountability, and continuous improvement.

Skills

IT leadership

Customer experience

Data-driven decision making

Stakeholder communication

Staff development

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Job description

California State University, Chico is seeking a Director of IT Customer Service to lead the strategy, design, and delivery of a consistent, high‑quality experience for IT Support Services across the campus. You will unite service delivery, user experience, and customer insight to help students, faculty, and staff engage with technology effectively.

The role oversees the Service Desk, Field Services, and customer‑facing channels, partnering with the Division of IT and campus stakeholders to align