San Jose, CA
Not Specified years
Posted 99 days ago
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 Senior Director is responsible for defining the strategy and roadmaps for customer service support with a focus on service management and end-user satisfaction; identifying and implementing industry aligned metrics to improve service levels and reporting continuously; engages campus stakeholders to measure success; and communicates effectively at all levels to ensure solutions are appropriately utilized. The Senior Director also represents the Division of Information Technology in various collaborative campus and external venues, leveraging them as additional input sources for planning.