Senior Director, Customer Service (498370)
California State University, Northridge
San Jose
hace 6 días

Description

The Senior Director of Customer Service reports to the VP / CIO, IT and serves as a member of the Senior IT Leadership Team.

The position is responsible for overseeing the IT Service Desk, Desktop Support, Labs, Classroom Technology and Support, Access Management and the campus Workstation Refresh Program.

The incumbent is responsible for defining the strategy and roadmaps for customer service support with a focus on service management and end-user satisfaction.

  • The Senior Director identifies and implements industry aligned metrics to improve service levels and reporting continuously;
  • engages campus stakeholders to measure success; communicates effectively at all levels to ensure solutions are appropriately utilized.

    The incumbent represents the Division of Information Technology in various collaborative campus and external venues, leveraging them as additional input sources for planning.

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