Call Center Manager

NC State University
Raleigh, NC

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Administrative Jobs
Technology, IT Support & Training
Employment Type
Full Time
Institution Type
Four-Year Institution

Job Details

Posting Number:


Internal Recruitment :


Working Title:

Call Center Manager

Anticipated Hiring Range:

$58,000 - $60,000

Work Schedule:

Monday through Friday, 8am - 5pm

Job Location:

Raleigh, NC

Department :

Technology Support Services

About the Department:

Technology Support Services (TSS) provides a variety of technical support and consulting services for the NC State University campus community. Major service areas include:

  • The NC State University Help Desk provides support desk services for OIT and other campus IT service providers. These services are delivered to all university students, employees, and other affiliates (applicants, retirees, parents, etc.)
  • Managed desktop environments for Windows and Macintosh workstations (OIT Managed Desktop)
  • Design, implementation, and ongoing support for campus learning spaces (ClassTech)
  • Student-focused computing (ResNet, OIT Walk-in Center, student labs, printing)
  • IT service management process support and tools (ServiceNow)
  • Hosted server and application services
  • Support for secure research computing environments
  • Enabling services for Windows workstations.

Essential Job Duties:

The Call Center Manager position is a member of the NC State University Help Desk team. The position supports the students, faculty, and staff of NC State in their computing and technology endeavors by understanding their needs and developing solutions that work for the campus community. The position will focus on handling IT-related incidents and request fulfillment through phone, email, and other contact methods to the NCSU Help Desk.

Primary responsibilities include, but are not limited to:

  • Analyzes incidents and service requests that are submitted to the Help Desk and resolves/fulfills these requests when possible otherwise escalate as appropriate
  • Identifies trends in reported service incidents and escalates them to management or service owner in order to return services to expected service levels
  • Integrates technical capabilities and solutions across a broad spectrum of information technology disciplines in order to address the needs of an assigned client base
  • Collaborates with engineers or developers to identify system data, hardware, or software components
  • Develops system engineering, software engineering, system integration, or distributed system architectures
  • Ensures compatibility of system components; performs security analyses
  • Develops project plans, schedules, or budgets

Other Responsibilities:

Other duties as assigned.

Minimum Education and Experience:

Mid-career with Master’s degree and 1-2 years of relevant experience; or Bachelor’s degree and 2-4 years experience.

Other Required Qualifications:

  • Knowledge of managing and configuring Windows and Mac Operating Systems
  • Knowledge of configuring Android and iOS devices
  • Working knowledge of Microsoft Office Suite and G-Suite Apps
  • Knowledge of IT Service Management tools
  • Verbal and written communication skills for communicating with a broad range of constituents

Preferred Qualifications:

  • Knowledge of university business processes and integration of those processes with IT services and processes.
  • Supervisory experience, knowledge of HR business practices regarding temporary employment.

Required License(s) or Certification(s):


Valid NC Driver's License required:


Commercial Driver's License required:


Job Open Date:


Anticipated Close Date:

Open until filled

Position Number:


Position Type:

EHRA Non-Faculty

Full Time Equivalent (FTE) (1.0 = 40 hours/week):



12 Month Recurring

Mandatory Designation - Adverse Weather:

Mandatory - Adverse Weather

Mandatory Designation - Emergency Events:

Mandatory - Fire/Explosions, Mandatory - Medical Emergencies, Mandatory - Hazardous Material Incidents, Mandatory - Transportation Accidents, Mandatory - Evacuations/Natural Hazards, Mandatory - Utilities/Infrastructure Failure, Mandatory - Threats of Violence/Terrorism/Interpersonal Emergencies, Non Mandatory - Emergency Event

Is this position partially or fully funded on ARRA stimulus monies?:


Department ID:

513001 - Technology Support Services


NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran.

If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or [email protected] Individuals with disabilities requiring disability-related accommodations in the application and interview process, please call 919-515-3148.

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.

NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.


NC State: Think and Do

NC State was founded with a purpose: to create economic, societal and intellectual prosperity for the people of North Carolina and the country. We began as a land-grant institution teaching the agricultural and mechanical arts. Today, we're a pre-eminent research enterprise with 12 colleges excelling in all major academic fields.

NC State studentsOur 34,000 high-performing students take what they learn in the classroom and apply it in the real world by conducting research, working in internships and co-ops, and performing acts of world-changing service. That experiential education ensures that they leave here ready to lead the workforce. NC State's 13:1 student-faculty ratio is one of the reasons why we're the best college for your money in North Carolina (Money) and the No. 5 best value among public universities nationally (U.S. News & World Report).

Overcoming Challenges, Improving Lives

NC State is one of only two universities in the nation leading two National Science Foundation Engineering Research Centers — one developing wearable, self-powered health monitors, and the other researching smart-grid technology. We’re also leading interdisciplinary efforts to curb nuclear proliferation, help farmers confront climate change and build a new American manufacturing sector.

Our research doesn't just get published in a journal or sit on a shelf; it makes an impact. NC State is No. 6 nationwide in commercialization agreements based on university research, and we're No. 2 among universities without a medical school. Our Cooperative Extension Service provides research-based information to citizens in all 100 North Carolina counties. In addition, our industrial extension unit — Industry Expansion Solutions — has created an economic benefit for the state's manufacturers averaging $149 million per year since 2005.

Bright Minds Creating a Bold Future

NC State’s 9,000 faculty and staff are world leaders in their fields, bridging the divides between academic disciplines and training high-caliber students to meet tomorrow’s challenges. NC State students won two Goldwater scholarships, five Fulbright scholarships, one Churchill scholarship and a record-breaking 25 National Science Foundation graduate research fellowships in the 2016-2017 academic year. In addition, 25 faculty are members of the National Academies.

NC State bldg in darkOur Centennial Campus, an award-winning public-private research campus, is home to more than 70 partner organizations working alongside more than 70 NC State research and academic units. Centennial is also the location of the innovative Hunt Library, which Time magazine has dubbed “the library of the future.”

In Raleigh and Around the World

It all happens in one of the best cities in America. A top spot for job-seekers and tech professionals, Raleigh is nationally recognized as a leading urban center:

NC State building oldWith Durham and Chapel Hill, Raleigh anchors the Research Triangle, a national hotspot for high-tech enterprise. The top companies in the region — including IBM, Cisco Systems, SAS Institute, Biogen Idec and GlaxoSmithKline — are among the country’s best employers. They also lead the way in hiring new NC State graduates.

More than 130 years after its creation, NC State continues to make its founding purpose a reality. Every day, our career-ready graduates and world-leading faculty make the fruits of learning and discovery available to people across the state, throughout the nation and around the world.

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