Director of IT Customer Service (Administrator II)

Director of IT Customer Service (Administrator II)

Job no: 559829
Work type: Management (MPP)
Location: Chico
Categories: MPP, Administrative, At-Will, Full Time, Information Systems & Technology

Job/Department Summary:

The Director of IT Customer Service leads the strategy, design, and delivery of consistent, high-quality experience for IT Support Services at Chico State. This role brings together service delivery, user experience, and customer insight to ensure that students, faculty, and staff can effectively engage with technology in support of teaching, learning, and campus operations.

This position provides leadership across IT Support Services, including the Service Desk, Field Services, and customer-facing support channels, while advancing a culture of service excellence, accountability, and continuous improvement. The Director partners across the Division of IT and campus stakeholders to align services with institutional priorities and improve the overall user experience with technology.

Required Education and Experience:

Bachelor's degree in a related field or equivalent combination of education and experience.
AND
Minimum of 5 years of progressively responsible experience in IT support services, customer experience, or related field.
AND
• Demonstrated experience leading teams and managing staff, including performance management and professional development.
• Experience using data, metrics, and customer feedback to inform decision-making and drive improvements.
• Strong communication and interpersonal skills with the ability to work effectively with diverse stakeholders.

Preferences:

Preference may be given to applicants with the following as they may be considered specialized skills:

• Higher education IT experience
• ITIL or other IT Service Management framework experience
• Customer journey mapping or user experience methodologies
• Experience with ServiceNow or similar enterprise ITSM platform
• Experience implementing customer experience or digital transformation initiatives

Time Base: Full-time

Pay Plan: 12/12

Work Schedule: Mon-Fri 8:00am-5:00pm, Summer: Mon-Thurs 7:00am-5:30pm

Anticipated Hiring Range: Anticipated up to $150,000 per year. Salary commensurate with education and experience of the individual selected.

Benefits: This position qualifies for benefits including tuition fee waiver (if eligible).

CSU, Chico offers a number of benefits to its employees (e.g., sick leave, vacation, health insurance). For more information please visit https://www.calstate.edu/csu-system/careers/benefits/Documents/employee-benefits-summary.pdf

Additional Information:

Education Code 89521 Requirements: Applicants will be required to disclose whether they have received a final administrative decision or final judicial decision determining that they have committed sexual harassment within the last 7 years only after a determination is made that they meet the minimum qualifications for the position, and before an offer of employment is extended. Applicants who reach the final stages of the application process must also sign a release form that authorizes the release of information by the applicant's current and/or former employers to the CSU concerning any substantiated allegations of misconduct.

California State University, Chico, in accordance with CSU policy, requires that the successful candidate complete a background check (including a criminal records check, sexual offender registry check, and/or fingerprinting) prior to assuming this position. Failure to satisfactorily complete or pass the background check may impact the job offer or continued employment of current CSU employees who apply for posted positions identified as sensitive.

This position is considered a sensitive position based on CSU guidelines. Incumbent is responsible for the safety and security of Level 1 data, sometimes also referred to as Level 1 protected data. This is confidential information that is in most cases protected by statutes, regulations, or other legal mandates.

The person holding this position is considered a "Limited Mandated Reporter" under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 (revised July 21, 2017) as a condition of employment. (Check)

This position is a Higher Education Employer-Employee Relations Act (HEERA) designated managerial position and comes under the Management Personnel Plan (MPP) of the California State University. Individuals appointed to management positions serve at the pleasure of the President or designee. They are excluded from the collective bargaining process, are not subject to probationary service, and do not receive tenure or permanent status. This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA).

The duties of this position will include participation in a decision that may have a material/financial benefit to the incumbent. Therefore, this is a "designated position" under the California State University's Conflict of Interest Code and the incumbent will be required to file a Form 700: Statement of Economic Interest and is subject to the regulations of the Fair Political Practices Commission. (Designated Position Groups: Information Technology and Support Services-Manager (all levels) - Category 1, 2).

Open Until Filled (Review of Applications will begin 09/07/26. Applications received after that date may be considered.)

Advertised: Aug 24 2026 Pacific Daylight Time
Applications close:

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