Team Information Resources & Technology (IRT) is looking for an entrepreneurial, innovative leader who wants to contribute to the core mission and goals of California State University, Sacramento. As the first point of contact for faculty, staff, and students, our customer service teams are the critical connection point for technology services that contribute to teaching, learning, and ultimately the success of our students.

The future Director of Customer Services is a technical expert who also believes that positive and inclusive relationships with our customers and partners are primary to successful enterprise IT management. The ideal candidate aligns with the following core ideals and practices:

You are a people person who:
• Thrives in fast-paced, dynamic customer service environment;
• Is energized by helping people;
• Sees technology as critical to helping students be successful; and
• Believes in meeting the customer where they are and connecting them to the right solution.

You know standards are the linchpin of enterprise IT service management.
• You are experienced in modern, industry-standard practices for device, computer lab, and print management.
• You understand that standards are the cornerstone of creating a user-centric, consistent, and safe environment for faculty, staff, and student work. • You collaborate with internal and external partners to ensure standards are scalable within a complex environment.

You inhabit a continuous improvement mindset.
• You care about the end-to-end customer journey and advocate excellence in service delivery.
• You are comfortable with the evolution of technology and are responsive to the changing needs of a large organization.
• You have strong process and project management skills that modernize and strengthen our service portfolio, even as it changes.
• You value and collect user feedback and metrics to evaluate the effectiveness of a service portfolio.

You are an inspirational leader and coalition builder.
• You forge connections with your direct team and develop strategies and processes to motivate and inspire.
• You liaise with cross-functional units and teams with ease.
• You wonder “what’s next” with your partners while also relying on your expertise to contribute to the future direction of IT-related decisions.

You are a compelling and effective communicator.
• You understand how to discuss the nature of change with people and put strategies into practice that support both the customers and the staff who support them.
• You have the capacity to adapt messages to varied audiences that influence and inspire.
• You champion the cause of the customer, leading the willing and converting the skeptics.
• You engage stakeholders through meaningful communication mediums, including presentations, structured agendas, and more formalized feedback mechanisms i.e. survey surveys, focus groups, and other means.

If this role is your “what’s next,” please review the full position description and apply here:
https://csus.peopleadmin.com/postings/3815.
We look forward to discovering what’s possible with you!

Education
Bachelor’s degree from an accredited university or college. Master’s degree preferred.

Minimum and Preferred Qualifications
Please view the full position post at: https://csus.peopleadmin.com/postings/3815.