IT Customer Support Center Manager

LOCATION: W.A. Lettinga Campus – Grand Rapids, Michigan *Partial Remote schedule possible*

DEPARTMENT: Information Technology Services

TARGET PAY: $55,000 - $65,000

The Role:

This position is responsible for the management and development of the Customer Support Center and ITS Student Support Center working collaboratively in a 24/7 environment where the expectation is that the entire staff deliver phenomenally GREAT customer service.

You will love this job if you are:

• Someone with an eye for detail. While keeping everything moving, you also catch the little things that make all the difference.
• A collaborator and contributor to team goals, willing to support others on the team to ensure progress toward our common objectives.
• Someone who thrives in a fast-paced culture. Despite a busy task list, you’re organized and productive.
• Passionate about technology and leveraging its potential to revolutionize the way students have access to education and helping higher education function effectively and efficiently.
• The desire to learn new things, and never stop innovating. You will be empowered to be part of the change that makes Davenport great.

You Will:

• Oversee the management, hiring, scheduling, and development of the Customer Support Center, and ITS Student Support Center Team.
• Investigate, develop, and improve processes to continuously advance the team’s capability to support the services provided along with service-level commitments.
• Develop and implement support strategies for various systems including new technology resulting from PMO projects.
• Provide operational excellence and GREAT customer service in pursuit of student success.
• Oversee Print Management, OurTicketing System, and provide crisis management on-call 24x7 when necessary.

Awesome if You Have:

• Industry leading customer service skills, and the ability to form lasting relationships with the customers you serve. YOU are the person who will see their issue through the end.
• A bachelor’s degree, desired but not required providing you have the necessary skills and knowledge to do the job.

• Enterprise level systems, and a fundamental understanding of networking.

• Leadership experience, and the ability to coach and mentor others.
• The passion to build teams, and foster teamwork in a holistic environment.

Extra Awesome If You Have:

• An interest in leading training initiatives Davenport wide.
• A sense of humor, and an open mind.

Our culture, benefits and perks Empower U with:

Freedom to grow. We offer free or reduced tuition for staff, spouses and dependents. Nationally recognized internal training and leadership programs, and career development. Is your program not available at DU? Ask about Tuition Assistance.

A caring culture DU values work-life balance and offers generous and flexible paid time off, 403(b) with an employer contribution plus the opportunity for an additional employer match with an employee contribution, paid volunteer time off, relocation benefits and more…

A Healthier U. Medical, Dental, Vision, Disability, Life Insurance, Wellness program, free use of Athletic Facilities, Employee Discounts, and access to Employee Assistance Program (EAP.)

Diversity and Inclusion:

At Davenport, we believe that engaging diversity, equity and inclusion is essential to achieving educational and institutional excellence. We invite you to join us as we band together to create an environment of equity and inclusivity that leverages diverse life experiences, ideas, backgrounds and perspectives. We respect diversity and are committed to fostering an environment of support, inclusiveness and learning, both in the workplace and throughout the application process. With that in mind, we welcome applications from candidates of all backgrounds, including people of color, people with disabilities, Veterans and the LGBTQ + community. We recognize that not all job seekers have all the preferred qualifications listed in the job ad, but we strongly recommend that you apply if you meet most of the criteria.

About Davenport University:

At Davenport University, we know what it takes to be successful. With over 155 years of providing quality education under our belts, thousands of Davenport graduates are making an impact on the world with the knowledge and skills they learned here. Our team of faculty and staff collaborate to make this possible. Joining DU means growing and advancing your own career, while making a lasting impact on our students, colleagues and the communities in which we serve.

Would you like to be part of our success? It all starts here!

EEO-Davenport University is committed to equal employment opportunity regardless of a person(s) national origin, race, color, religion, age, sex, sexual orientation, disability, gender identity, transgender identity, veteran or military status, marital status, height, weight, genetic information, and any other category or classification protected by law.

Link to full job description: IT Customer Support Center Manager