Head of IT Service & Customer Experience

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

Benefits offered by this job

Tuition fee waiver

Job summary

The Director of IT Customer Service at California State University, Chico leads the strategy, design, and delivery of a high-quality IT support experience for students, faculty and staff to engage with technology effectively in teaching, learning and campus operations.

This role provides leadership across IT Support Services, including the Service Desk, Field Services, and customer-facing channels, partnering with the Division of IT to align services with campus priorities and continually

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, 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.

Responsibilities

• Lead the strategy, design, and delivery of high-quality IT support experiences for students, faculty, and staff.
• Oversee IT Support Services including the Service Desk, Field Services, and customer-facing channels.
• Partner with the Division of IT and campus stakeholders to align services with institutional priorities and improve user experience.

Skills

Team leadership

Data-driven decisions

Stakeholder collaboration

Communication

Education

Bachelor's degree

Tools

ITIL

ServiceNow

Job description

The Director of IT Customer Service at California State University, Chico leads the strategy, design, and delivery of a high-quality IT support experience for students, faculty and staff to engage with technology effectively in teaching, learning and campus operations.

This role provides leadership across IT Support Services, including the Service Desk, Field Services, and customer-facing channels, partnering with the Division of IT to align services with campus priorities and continually