Director of IT Service Delivery

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

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