Technology Customer Service Manager

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.

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.

The Mission

Stabilize a six-person team supporting an entire community college's IT needs, get First Contact Resolution (FCR) and Total Ownership to Resolution (TOR) running as the daily standard, and become 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 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.

Build a reliable checkpoint cadence with the college's CIO within the first 60 days, with recurring meetings running on schedule.

Produce quarterly SLA and support metrics reporting starting in the first full quarter on the job.

Grow self-service adoption among campus staff, faculty, and students over the first year, reducing avoidable desk-side and remote visits.

Own the campus technology inventory and lifecycle replacement calendar on an ongoing basis.

Fit Traits

Resourceful Problem-Solver. Signal: "I need to know that you have a technical knowledge, that you may not be the one who knows the exact answer to everything, but you have the ability to find the resources in a timely fashion and to take care of it."

Resilient, Grows From Failure. Signal: "You know, that's a wonderful way to learn how to grow. You know, there's a lot of opportunities in failing and growing. I mean, we all learn how to walk eventually."

Hands-On, Whatever-It-Takes Leader. Signal: "As a leader, you're there to provide the resources to make your team efficient. And that's your job. If that means you gotta carry a box of stuff across campus to make your team better and more efficient, that's what you do."

Warm, People-First Communicator. Signal: "I want somebody who can be a human, who can work with people, leave with a smile on your face when the conversation's done, and know that they're satisfied with the outcome of what you did."

Composed Under Constant Interruption. Signal: "You're also putting on your firefighter suit occasionally and putting out a fire. And sometimes you might have to be a traffic cop too."

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." 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.

Who You'll Work For

The hiring manager has spent 31 years in the cable television industry, joined the Company about a year ago, made manager within his first year, and was promoted to Director shortly after. "As a leader, you're there to provide the resources to make your team efficient. And that's your job."

Why Veterans Succeed Here

The hiring manager's own language points at NCOs and company-grade officers who ran signal, IT, logistics, or maintenance sections, where the job was equal parts technical troubleshooting, people leadership, and being the steady presence everyone 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.

- 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.

- Microsoft Office experience required. Military equivalent: routine use of standard reporting and administrative software in an admin, logistics, or personnel role.

- Preferred: experience with ITIL methodology. Military equivalent: structured trouble-ticketing or maintenance/readiness tracking system experience.

- 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.

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; must be employed on the last day of the calendar year for matching eligibility.

- Paid Time Off: 5 days per year for unplanned events, eligible after 90 days, max 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.

- 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. Remote or hybrid: fully on-site; Monday through Friday, 8:00 AM to 5:00 PM, with occasional evening and weekend work; exempt position.