IT - Customer Support Manager

The mission of Pierce College is to create quality educational opportunities for a diverse community of learners to thrive in an evolving world. The Pierce College District is committed to being an anti-racist institution; to truly be anti-racist we must work deliberately to eliminate barriers that have prevented the most promising and capable students from entering and thriving in college.

The Information Technology (IT) Department is dedicated to delivering exceptional customer service by supporting students, faculty, and staff with modern technology solutions that enhance learning and administration. Our mission is to meet the Pierce College District’s evolving technological needs, ensuring capacity, reliability, and accessibility align with growing expectations. By prioritizing excellent service and proactive support, we empower users and sustain the district’s increasing reliance on technology.

The IT Customer Support Manager is a key member of the IT leadership team, reporting directly to the Director of IT. This role fosters communication and collaboration among leadership to ensure smooth operations. The position shapes a service-oriented culture, aligns goals with customer needs, and drives improvements that consistently deliver reliable, responsive, and exceptional IT support services.

This role requires a forward-thinking leader with expertise in Information Technology Infrastructure Library (ITIL) practices and IT Service Management (ITSM) frameworks, combined with the ability to inspire teams to adopt a client-first mindset. This position will implement strategies to enhance service delivery, improve client satisfaction, and create a collaborative environment focused on continuous improvement. The role oversees a team of IT Customer Support professionals responsible for addressing inquiries, resolving technical issues, and delivering innovative software and hardware solutions, ensuring seamless support for both student and employee end users.

Additionally, this position leads the Client Services team, which manages daily operations of IT Service Desk support, hardware and software deployment, updates, and end-user hardware across the district. Key responsibilities include developing and managing an ITSM platform and ensuring the application of ITIL principles to standardize and improve service delivery. The successful candidate should possess a strong understanding of ITIL and ITSM principles and the leadership skills and mindset to embed these frameworks into the organization's culture, driving efficiency, accountability, and exceptional service outcomes.

This position actively supports and engages in Pierce College’s goals for equity and inclusion in order to provide access and support for our diverse community of learners and our goal of becoming an anti-racist institution. This position requires regular and consistent attendance.

About the District

Pierce College is a high-performing, mission-driven, data-informed, student-focused district committed to equity, diversity, and inclusion. For 55 years, Pierce College has developed a national reputation for academic excellence and support services to ensure student success. The district is proud of the many awards and recognitions it has received. Pierce College is an Achieving the Dream Leader College of Distinction and was the 2017 recipient of their prestigious Leah Meyer Austin Award, given for measurable improvements in student outcomes.

Named as a Top 5 Finalist and a Rising Star for the 2019 Aspen Prize for Community College Excellence, Pierce College Fort Steilacoom was recognized for exceptional achievements in student learning, certificate and degree completion while in community college and after transferring to a four-year institution, employment and earnings rates after graduation, and access for and success of minority and low-income students. Pierce College District was named as a Top 10 finalist for the 2021 Aspen Prize and a Top 25 for 2023. Pierce is also one of 30 original AACC Guided Pathways colleges and one of first five College Spark Washington pathways colleges. We have bold goals to have all students on a career pathway to increase completion rates for all students and to close achievement gaps by 2027.

Want a feel for our District. Take a peek with aerial campus views!

Pierce College Fort Steilacoom 

Located on a beautiful 140-acre site adjacent to a 340-acre community, recreational park, and Waughop Lake.

Pierce College Puyallup

Located on an expansive site with 125-acres of wooded land with beautiful hideaways.

Pierce College at JBLM 

Located at the Joint Base Lewis-McChord military sites, serving many of our military and active-duty families that are serving our country. 

Our colleges enjoy a strong presence in the communities in which they serve and participate in numerous partnerships with business, community, government, and educational organizations.

The IT - Customer Support Manager will be responsible for the following, but not limited to:

Customer Service and Operations

• Implement strategies to improve first call resolution rates, enhancing the efficiency of service delivery and customer satisfaction. 
• Foster a customer centric culture by promoting a philosophy of service excellence and continuous operational improvement across the IT Client Services team.
• Ensure that the IT Client Services team promptly responds to customer calls, tickets, and messages, troubleshooting and resolving issues as directed, while maintaining high levels of professionalism
• Serve as a liaison between the IT Client Services team and other departments, ensuring seamless communication and successful implementation of procedures or changes.
• Build strong, long-lasting relationships with customers, identifying opportunities to improve services and better meet business needs.
• Resolve escalated and complex customer and user issues, ensuring timely and effective resolutions to maintain high satisfaction levels.
• Tackle daily issues of a complex scope that impact the team and overall business objectives, providing solutions that minimize disruptions.
• Monitor key performance indicators (KPIs) related to first call resolution and team efficiency using data to inform strategy and decision-making to enhance customer service.
• Develop and implement training programs to ensure the IT Service Desk team is equipped to handle a variety of technical and customer service challenges effectively.

Leadership

• Manage a team of Service Desk professionals, ensuring that roles and responsibilities are clearly defined, assigned, and executed in alignment with organizational goals. 
• Encourage and promote professional and technical development of team leaders, enabling them to set goals, monitor progress, mentor, coach, and assist team members to consistently deliver high-quality support. 
• Prepare and manage staffing plans, optimizing Service Desk resources for incoming customer/user inquiries, projects, administrative work and time off (holidays and paid/unpaid leave).
• Provide leadership and clear communication to manage the Service Desk team, ensuring operational efficiency and high-quality service delivery.
• Develop short- and long-term objectives, managing day-to-day efforts to ensure responsiveness, flexibility, and efficiency in meeting goals in a results-driven environment.
• Establish and track key performance indicators (KPIs) to evaluate technical support response times and the problem-solving skills of team members. 
• Identify training needs and coordinate professional development opportunities to equip the Service Desk team with the necessary skills and knowledge for success.
• Advocate for the effective use of instructional technology in collaboration with Instruction and the Educational Technologies (EdTech) team to support institutional and educational processes.
• Develop, implement, and maintain formal standard operating procedures (SOPs) to ensure consistency, increased productivity, and the ability to set and communicate clear deadlines.
• Establish and enforce policies and procedures for managing changes to Pierce College District’s technology environment, ensuring minimal disruption and maximum efficiency
• Drive organizational change initiatives by assessing the impacts of change, engaging stakeholders through effective communication and training, and providing ongoing support and guidance for successful adoption of new processes and systems.
• Lead efforts to cultivate a customer-first mindset by coaching staff on communication best practices, emphasizing professionalism, empathy, and solution-oriented interactions, while establishing clear expectations, promoting accountability, and fostering a culture of open communication, continuous learning, and service excellence.

Strategic Planning

• Conduct capacity planning to assess and determine organizational-wide technology needs, ensuring alignment with future growth and operational demands. 
• Analyze industry trends and evaluate emerging technologies, recommending new capabilities and products that can enhance organizational efficiency and support the district’s mission.
• Develop, implement, and manage project plans for complex district enterprise systems, coordinating installation projects for major systems that support organization-wide information functions.
• Oversee project schedules, ensuring timely design, maintenance, and testing phases are completed while meeting quality assurance standards.
• Assign and direct staff to ensure proper resource allocation and completion of project tasks within deadlines.
• Develop and implement communication strategies to ensure transparency and alignment with stakeholders throughout project lifecycles.
• Prepare and document configurations, processes and procedures for organizational support systems, ensuring consistency and efficiency.
• Continuously assess and analyze new technologies, identifying innovative solutions that align with organizational goals
• Anticipate future technology needs and advocate for adoption of solutions that support the District’s mission and outcomes.
• Develop service level agreements (SLAs) with clients and implement measurement and monitoring tools to track service level compliance, ensuring alignment with organizational objectives.
• Analyze Service Desk performance through various statistical and reporting methods, identifying areas for improvement and ensuring continued success.
• Collaborate with other IT teams to assess, analyze, and provide feedback on upgrades and changes to business systems, service desk policies, and practices to meet objectives.
• Actively engage in the organization’s change management process, driving participation from the Service Desk to ensure smooth transitions and adoption of new systems or processes.
• Develop and update plans for new product and services releases, ensuring the IT Service environment remains current and aligned with business needs.
• Track asset lifecycles, forecast future needs, and identify opportunities for equipment optimization and replacement.
• Coordinate technology deployments and upgrades to minimize disruptions and ensure smooth transitions for end users.

Service Management

• Lead the development and implementation of ITSM frameworks, ensuring alignment with ITIL best practices and organizational goals.
• Oversee the maintenance and optimization of ITSM tools and processes, ensuring they evolve with changing business needs and technological advancements.
• Monitor and assess ITSM performance to identify gaps and opportunities for process improvements, focusing on efficiency and effectiveness.
• Collaborate with cross-functional teams to ensure the integration of ITSM processes into daily operations, promoting a consistent service experience for all users.
• Establish key performance indicators (KPIs) for ITSM processes and regularly review data to ensure service levels are met and continuous improvement is achieved.
• Provide training and support to IT staff on ITSM best practices, fostering a culture of service excellence across the department.
• Conduct regular audits of ITSM processes to ensure compliance, identify risks, and implement corrective actions where necessary.
• Drive continuous improvement initiatives within ITSM, leveraging feedback from stakeholders and industry trends to enhance service delivery.

Inventory Management

• Provide comprehensive oversight of the ITSM system, ensuring timely responses to all inquiries and addressing higher-level requests requiring in-depth research or authorization.
• Occasional coverage of the IT Service Desk.
• Leverage IT systems to enhance asset management processes and maintain a current software catalog.
• Establish and enforce policies and procedures for inventory tracking, ensuring accurate records and compliance with organizational standards.
• Analyze ticketing data and asset usage trends to identify areas for process improvements and cost-saving opportunities.
• Collaborate with procurement teams to evaluate and acquire cost-effective hardware and software solutions.
• Monitor asset utilization and performance to ensure equipment is meeting organizational needs and make recommendations for upgrades or adjustments as necessary.
• Plan, execute, and oversee the full lifecycle of PC hardware and peripheral support, from procurement to maintenance, repair, upgrades, deprecation, and inventory management.
• Assist in developing long-term strategies and capacity planning for future desktop hardware/software needs, ensuring cost-effective solutions that advance IT goals.
• Establish and maintain a four-year equipment replacement plan for campus desktops, ensuring optimal technology utilization and lifecycle management.
• Utilize innovative approaches to coordinate projects, such as hardware/software inventory management and process improvements

Education Required

The qualified candidate will have 1 or more of the following experiences and/or education:  

OR

Additionally, the candidate must possess:

Applicable Coursework includes

Information Technology | IT Service Management | or Related field

Education to Experience Equivalences

Associate Degree = 2 years | Bachelor’s Degree = 4 years | Master’s Degree = 5 years

Experience Required

OR 

Special Requirements

Required Competencies

Technical Knowledge 

Communications

Staff Management

Interpersonal Skills & Teamwork

Organizational Skills

Customer Relations

Problem Solving

Results Orientation

Client Management

Change Management

Strategic Thinking

Metrics and Analytics

Innovation and Adaptability

Application Requirements

To be considered for this position, applicants must:

• Meet the required qualifications as outlined in this announcement.
• Complete the online application profile at: https://www.pierce.ctc.edu/hr.
• Apply for the specific job opening.
• Upload (attach) a cover letter that addresses how you meet the required qualifications as outlined in this announcement. (Cover Letter)
• Upload (attach) detailed résumé of all educational and professional experience. (Résumé)
• Transcripts are not required in order to apply for this position; however, if you are selected for an interview, you will be asked to bring copies of unofficial transcripts showing completion of the required level of education and/or coursework. International transcript must include a foreign transcript evaluation. For a list of approved credential evaluation services, visithttps://www.naces.org/members.
  • Please note: Certain positions require specific levels of educational attainment such as a post-secondary degree, licensures or certifications. In order to evaluate applicant materials to determine if the minimum qualifications are met, information regarding your education and experience should be included in your application materials.
  • Applications without transcripts attached, may receive notification that their application materials are incomplete. If you receive a notice and information has been provided elsewhere in your applications materials, please disregard. (Unofficial transcripts acceptable for application process; official transcripts required upon hire). (Transcripts) 
• Upload (attach) a list of at least three (3) professional references with names, telephone numbers, and e-mail addresses. One of which must be your current or most recent supervisor. Letters of recommendation will not be accepted. (References)

The College's goal is to support all students and to achieve racial and social equity in pursuit of mission. If you were selected for this position, how would you contribute to and support this goal? Please limit your response to a maximum of 500 words. Which supplemental question would you like to use? To learn more about our Equity, Engagement, and Belonging efforts, please visit: https://www.pierce.ctc.edu/equity-engagement-and-belonging

Special Note

To ensure consideration, application materials should be received no later than 5:00 p.m. on the closing date.

All correspondence regarding your application status will be sent to the email address associated with your SCHOOLJOBS.COM account. Please make sure to check your spam folder periodically, in the case of an automated, incorrect delivery.

Terms of Employment

This is a full-time (40 hours per week) classified, overtime-exempt position with Pierce College District. This position is permanent after serving a six (6) month probationary period. The primary work location will be at Pierce College, Fort Steilacoom campus. Occasional travel to Pierce College campuses or sites may occur. Work hours are between 8:00 a.m. and 5:00p.m. Monday through Friday with occasional evenings and weekend work, and occasional travel as required. This position may be subject to reassignment between campuses or sites. This position requires regular and consistent attendance.

Salary & Benefits

The starting salary of this position is $8,697.00 - $10,339.00 monthly dependent upon qualifications, with periodic increments up to $10,598.00 monthly. However, your paycheck is just part of the total compensation package. There is an outstanding benefits package which is worth an additional value equivalent to about 30% of your salary. A comprehensive health care benefits package for you and your dependents includes medical, dental and vision insurance. Life and long-term disability insurance plans; vacation, sick and personal leave; reduced tuition; and retirement benefits are also provided. For more information, please visit our Benefits and Leave website at: https://www.pierce.ctc.edu/hr- benefits.

Physical Work Environment

This position is required to work indoors in an open office environment, which requires visual concentration on detail, dexterity, precision, and is subject to frequent noise and interruptions. This position operates in a dynamic and fast-paced environment. 

Reasonable Accommodation

Applicants with disabilities who require assistance with the application and employment process will be accommodated to the extent reasonably possible. Requests should be made to the District Human Resources Office by calling 253-964-7342. Persons who are deaf or hard of hearing may dial 711 to place a call through Washington Relay, the state's free telecommunication access service.

Screening & Interview Process

Only those candidates who have complied with the application process and meet the required qualifications will be considered. Following the review of application materials, the most qualified candidates will be contacted for an interview. Check the email account you used for the application process for communication regarding the status of your application. Application materials submitted to Pierce College are the property of the College and will not be returned.
 
Please note

This is a competitive selection process. Your application materials will be reviewed and evaluated based on the minimum qualifications listed for the position. Applicants whose qualifications most closely correspond to the district’s needs will be eligible for further consideration. 

Notification of application status normally occurs 4 to 6 weeks after the closing date. Short notice may be given to applicants to participate in further selection processes which may include written, oral and performance examinations, and final interviews.

Conditions of Employment

Prior to the start of employment, finalist(s) for this position will be subject to a pre-employment background check as a condition of employment. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Conditional offer letters will be accompanied by a declaration and authorization to release information form to be completed by the applicant. Disclosure is required under Washington State Law RCW 28B.112.080.

An offer of employment will not carry with it any responsibility or obligation on the part of the District to sponsor an H-1B visa. In compliance with the Immigration Reform and Control Act of 1986, proof of authorization to work in the United States will be required at the time of hire.

Pierce College has adopted a Drug Free Workplace policy. As a condition of employment, employees must agree to abide by the requirements established in that policy.

Bargaining Unit

This position has been designated as a bargaining unit position represented by the Washington Public Employee Association (WPEA).

Equal Opportunity

The Pierce College District is an equal opportunity employer. The Board of Trustees and Pierce College District are committed to providing equal opportunity and will not discriminate in terms and conditions of employment and personnel practices. Decisions are made without regard to race, color, national origin, age, perceived or actual physical or mental disability, pregnancy, genetic information, sex, sexual orientation, gender identity, marital status, creed, religion, honorably discharged veteran or military status, or use of a trained guide dog or service animal.

For more information about this position or assistance regarding your application, contact Human Resources at: jobs@pierce.ctc.edu.

Questions regarding equal employment opportunities or discrimination may be directed to the following:

Sean Cooke - Title IX Coordinator

(253) 840-8472

Davi Kallman - ADACO/Section 504 Coordinator

(253) 912-3715 

Deena Forsythe - Interim Vice President for Human Resources

(253) 964-6586

Paula Henson-Williams - District Affirmative Action Officer

(253) 864-3229