Technology Customer Service Manager

Customer Service Manager, Technology

Video Job Description: See the hiring manager before you apply! Client: Privately held, growing IT managed services provider Role Title: Customer Service Manager, Technology Location: On-site at a community college campus the Company supports in the Eastern Iowa / Quad Cities area Reports To: Director of Dedicated Client Services Team Size: 6 direct reports (Service Desk Analysts, Customer Support Technicians, AV/Computer Support Technicians)

Why This Role Exists Now: The Company runs its community college support teams lean, six people covering an entire campus's IT footprint, and needs a stabilizing, present leader in that seat before the team and the account can keep growing.

Why This Role Matters "We were looking for people to come in and stabilize teams, help us grow the teams, and we will find the opportunities for them to grow outside of that eventually also." This role exists because the Company's on-campus support teams run lean. Six people are responsible for every ticket, call, walk-in, and AV request across an entire community college, and that only works if the person leading them is stable, present, and willing to do whatever the day requires. This is not a caretaker assignment. It is a build: stabilize the team that is there now, get it running at full capability, and open the door for that person, and the people under them, to grow further inside the Company as it keeps expanding.

The Mission In the first 12 months, this person stabilizes a six-person team supporting an entire community college's IT needs, gets First Contact Resolution (FCR) and Total Ownership to Resolution (TOR) running as the daily standard rather than the exception, and becomes the steady, present face of the Company that the college's leadership trusts without having to ask twice.

Performance Objectives Stabilize the six-person on-campus support team within the first 90 days, with every Service Desk Analyst, Customer Support Technician, and AV/Computer Support Technician seat filled, trained, and running a consistent daily triage rhythm. Establish First Contact Resolution and Total Ownership to Resolution as the daily standard within 6 months, measured by ticket resolution data and a documented drop in unnecessary escalations to the Incident & Service Request team. Build a reliable checkpoint cadence with the college's CIO within the first 60 days, with recurring meetings running on schedule and a track record of college leadership having answers before they have to ask for them. Produce quarterly SLA and support metrics reporting starting in the first full quarter on the job, giving the team and company leadership a clear read on response times, resolution times, and request volume by type. Grow self-service adoption among campus staff, faculty, and students over the first year, reducing avoidable desk-side and remote visits through coached self-help documentation built from trending ticket data. Own the campus technology inventory and lifecycle replacement calendar on an ongoing basis, keeping device location, age, and replacement timing current for the college's contract.

Fit Traits Resourceful Problem-Solver: Finds the right resource fast rather than claiming to know the exact answer to everything. Resilient, Grows From Failure: Treats setbacks as part of the learning curve, not a threat to manage around. Hands-On, Whatever-It-Takes Leader: Does not consider any task beneath the seat if it makes the team more efficient. Warm, People-First Communicator: Treats every interaction as a chance to leave someone better than they found them. Composed Under Constant Interruption: Moves fluidly between triage, firefighting, and playing traffic cop without losing footing.

Who You'll Work For Jim has spent 31 years in the cable television industry, working his way up from the bottom before hitting a management ceiling and deciding to make a change. He joined the Company about a year ago, moved his family closer to a community he wanted to be part of, made manager within his first year, and was promoted to Director shortly after, now overseeing a large portion of the Company's operations. He leads the way he came up: hands-on, willing to do the unglamorous work himself, and quick to remind the people he mentors that leadership means providing the resources that make the team efficient, not standing above the work.

Why Veterans Succeed Here If you led a small team responsible for keeping equipment, communications, or a facility mission-ready under unpredictable tempo and with incomplete information, you have already run a version of this job. The scale is a college campus instead of a company area or a forward operating base, but the pattern is the same: a lean team, constant interruptions, and a leader who is expected to be present and hands-on rather than managing from behind a screen. Jim's own language points straight at this fit. He wants someone who can "find the resources in a timely fashion and take care of it" without needing every answer handed to them, someone who treats failure as part of growing rather than something to hide from, and someone who will "carry a box of stuff across campus" without thinking twice about whether it is beneath them. That is a deployment-tempo skill set, and it maps most directly to transitioning NCOs and company-grade officers who have run signal, IT, logistics, or maintenance sections, where the job was equal parts technical troubleshooting, people leadership, and being the steady presence everyone else looked to when something broke.

Requirements Must have served in the U.S. Army, U.S. Navy, U.S. Marine Corps, U.S. Air Force, U.S. Coast Guard, U.S. Space Force, U.S. Reserves, or U.S. National Guard. Associate or bachelor's degree in business management, Computer Science, or a related field. Military equivalent: Professional military education tied to leadership progression (e.g., Advanced/Senior Leader Course) or equivalent hands-on technical leadership experience in lieu of a four-year degree. Maps to: Team stabilization objective. Management experience required. Military equivalent: NCO or company-grade officer experience leading a team of comparable size (squad or section leader and above) responsible for people, equipment, and readiness. Maps to: Team stabilization and CIO checkpoint objectives. Microsoft Office experience required. Military equivalent: Routine use of standard reporting and administrative software in an admin, logistics, or personnel role. Maps to: Quarterly SLA and metrics reporting objective. Preferred: Experience with ITIL methodology. Military equivalent: Structured trouble-ticketing or maintenance/readiness tracking system experience. Maps to: First Contact Resolution and Total Ownership to Resolution objective. Preferred: Experience supporting Higher Education staff and faculty, or end users on AV/presentation technology. Military equivalent: Training environment IT or AV support, schoolhouse or simulator technology support. Maps to: Self-service adoption and campus support objective.

Benefits Base salary: $60,000 to $65,000, plus quarterly bonuses. Health insurance: Medical, dental, and vision through Wellmark Blue Cross/Blue Shield (vision partnered through Avesis). Eligible the first of the month following 60 days of employment. The Company pays 50 percent of the employee premium based on single coverage. Life and disability insurance: $10,000 employer-paid life insurance policy. Short-term and long-term disability premiums fully paid by the Company, through Principal Financial Group. Eligible the first of the month following 60 days. Employee Assistance Program: Free, confidential resource through Principal Financial Group, managed by ComPsych. Eligible for the employee and family starting on date of hire. Section 125 Flex Spending Account: Available to employees averaging 20+ hours per week, administered by BASE, with a 60-day waiting period from hire. 401(k): Administered through EPIC. The Company matches 40 percent of the first 4 percent of employee contribution. Entry dates are January 1 or July 1 following the start date. Employee must be employed on the last day of the calendar year to receive matching eligibility. Paid Time Off: 5 days per year for unplanned events (illness, emergency), eligible after 90 days of employment. Maximum PTO balance of 30 days. Vacation: 2 weeks in year one, increasing on a published schedule up to 6 weeks after 25 years of service. Only one week of unused vacation carries over year to year. Holidays: Paid holidays including New Year's Eve, New Year's Day, Memorial Day, Independence Day, a floating holiday, Labor Day, Thanksgiving (two days), Christmas Eve, and Christmas Day. Full-time employees receive 8 hours of holiday pay. Eligible on date of hire. Bereavement pay: Up to 3 paid days for the death of an immediate family member, after 30 days of employment. Relocation: Not discussed in the Conversation or written materials. Remote or hybrid policy: Fully on-site at the community college campus. Work schedule is Monday through Friday, 8:00 AM to 5:00 PM, with occasional evening and weekend work required. Position is exempt.