Director of IT Customer Service
Join Team NCSSM at the #1 rated Best Public High School in America for 2025
POSTING DATE: Tuesday, May 27, 2025
CLOSING DATE: Tuesday, June 17, 2025 5 p.m.
POSITION TYPE: Permanent, 12-month, EHRA Exempt Professional Staff (EPS), FLSA Exempt, 1.0 FTE
HIRING SALARY RANGE: $81,434 - $85,000
Hiring salary will be determined based on education, experience, equity, budget, and market considerations.
NCSSM and Information Technology Services (ITS) foster an environment of collaboration across departments and divisions and support community-engaged service and research. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity or expression, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran or national guard. If you are an individual with disabilities requiring accommodations in the application and interview process, please contact us at hr@ncssm.edu.
Description of Duties:
The Director of IT Customer Service provides leadership for NCSSM's customer-facing IT operations across both campuses. This role is responsible for cultivating a customer-centric service culture while managing a diverse team of IT professionals who deliver comprehensive support spanning help desk services, hardware deployment and maintenance, software licensing and support, and technical guidance of all kinds. The director oversees four full-time staff members, establishing service standards, implementing best practices, and ensuring consistent high-quality customer support throughout the institution.
This position requires a collaborative leader who can bridge technical operations with user needs, proactively identify emerging requirements, and implement innovative solutions to fulfill the missions of ITS and NCSSM in general. This director anticipates organizational technology needs, mitigates potential risks, and develops forward-thinking strategies to continuously improve IT service delivery. Additionally, this role manages a portfolio of projects ranging from immediate operational improvements to strategic initiatives with long-term institutional impact, requiring thorough organizational abilities, a strong work ethic, and exceptional communication skills when engaging with faculty, staff, students, and executive leadership.
The Director is responsible for overseeing and improving critical IT service areas including, but not limited to:
- Device management and procurement (computers, mobile devices, printers, and peripherals), in partnership with ITS' cybersecurity team
- IT asset inventory, lifecycle management, and surplus
- User account creation, management, and secure best practices, in alignment with our institutional data governance initiatives
- Software deployment, licensing, support, and vendor management
- Knowledge base and documentation management in ITS' community-facing wiki
- Help desk ticket system administration and workflow optimization
- Customer support processes, including in-person and remote, and review of service level agreements and performance metrics
- Technology onboarding, training, and professional development programs
- Recurring preventative maintenance processes for end user equipment and software
- Audio-visual equipment and classroom technology selection, deployment, and support
- Print services and management, in partnership with ITS' infrastructure and operations team
This position will be eligible to be hybrid, with a portion of the work in-person and a portion remote.
Specific responsibilities include but are not limited to the following:
Customer service leadership and supervision
- Leads a team of customer-oriented IT professionals, including two help desk technicians, a device manager, and an application administrator
- Monitors and evaluates the performance of the IT customer service team
- Develops procedures for ITS' customer service operations
- Works with team to ensure customer issues and complaints are resolved in a timely and efficient manner
- Provides and supports training and professional development opportunities for ITS' customer service team
- Represents ITS to customers and the institution as a whole
- Collaborates with other departments to ensure that IT needs are met
- Identifies and implements solutions to improve the quality of ITS' services and the customer experience
Application administration
- Deploys applications to the community based on an assessment of institutional needs, and in line with ITS' evaluation processes
- Ensures that all user-facing IT systems and applications are properly configured, maintained, updated, and documented
- Monitors application efficacy and performance, and identifies and resolves issues as they arise
- Manages vendor relationships around critical institutional applications
- Partners with ITS' cybersecurity team to implement security measures to protect against threats
Account management
- Oversees account management work for all institutional programs and locations, including onboarding, offboarding, maintenance, and support in partnership with ITS' infrastructure and operations team
- Coordinates with stakeholders for development of efficient processes for account creation and suspension in all systems, both internal and external to ITS
- Ensures development of appropriate role assignments and permissions, and builds processes to promote accurate assignment and mitigation of risk
- Collaborates with ITS leadership to ensure ongoing adherence to best practices in data governance, cybersecurity, and privacy
Project management
- Oversees and manages a variety of IT projects of all sizes
- Develops project plans and timelines
- Coordinates resources and ensures projects are completed on time and within budget
- Manages project risks and issues
- Communicates project status to ITS leadership stakeholders, and the community
- Evaluates project outcomes and makes recommendations for improvements
User support
- Serves as top tier of escalation for customer support requests
- Directly troubleshoots and resolves technical issues for users related to hardware, software, and and more
- Monitors and ensures timely completion of overall requests for support
- Collaborates with other ITS team members to ensure a seamless user experience
Training and communication oversight
- Oversees the development and implementation of IT training programs and resources for the community
- Provides direct training for, and writes user-facing documentation on, the ITS' systems and service offerings
- Develops and implements communication plans to keep the community informed about ITS operations
- Ensures that ITS' customer service staff are up-to-date on the latest technologies and best practices
Please visit NCSSM Career Opportunities for more information and to apply.
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