job summary:
Are you a tech-savvy leader who thrives on delivering exceptional user support and coaching high-performing teams? A premier technology solutions provider is seeking a dynamic IT Customer Service Manager to lead support operations.
In this role, you will champion an outstanding customer service culture, oversee day-to-day endpoint deployment and break-fix operations, and lead a dedicated team of technicians and analysts. If you are passionate about First Contact Resolution (FCR), continuous process improvement, and mentoring the next generation of IT talent, we want to hear from you!
location: Fort Dodge, Iowa
job type: Permanent
salary: $80,000 - 90,000 per year
work hours: 8am to 5pm
education: Bachelors
responsibilities:
- Team Leadership & Mentorship: Hire, train, coach, and manage a diverse campus support team, including Service Desk Analysts, AV/Computer Support Technicians, and part-time assistants.
- Operations & Service Delivery: Oversee daily workflows, coordinate endpoint deployments, manage break-fix efforts, and drive a culture focused on First Contact Resolution (FCR) and Total Ownership to Resolution (TOR).
- Client Stakeholder Relations: Act as the primary campus point of contact, engaging regularly with the institution's CIO and departmental leaders through recurring checkpoint meetings to ensure alignment.
- SLA & Metrics Management: Compile, analyze, and communicate SLA targets, response times, and request volume data. Produce quarterly performance metrics to continuously optimize support.
- Asset & Inventory Management: Oversee the lifecycle, replacement timing, and accurate tracking of all campus technology equipment and endpoints.
- Knowledge Management: Coordinate the creation of self-help documentation, knowledge-base articles, and training content based on trending user issues to promote end-user self-service.
- Project Delivery: Lead and participate in campus technology projects utilizing Agile workflow methodologies and internal tracking software.
qualifications:
- Proven professional experience in a supervisory or management role within an IT support or Service Desk environment.
- Associate or Bachelor's degree in Computer Science, Business Management, or a closely related field. - Preferred
- Exceptional, demonstrated customer service skills with the ability to maintain a positive, professional, and respectful attitude under pressure.
- Prior experience providing IT support within a Higher Education environment (supporting college faculty, staff, and students). - Preferred
- Experience supporting users interacting with classroom educational and presentation technology peripherals. - Preferred
- Formal certification or deep functional familiarity with ITIL frameworks. - Preferred
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
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