"IT - Customer Support Manager"

IT - Customer Support Manager

Company: Pierce College District

Job Location: Category: IT Manager/Director Type: Full-Time

Pierce College IT - Customer Support Manager

SALARY $8,697.00 - $10,598.00 Monthly $104,364.00 - $127,176.00 Annually

LOCATION Puyallup, WA

JOB TYPE Full Time

JOB NUMBER C2544

DIVISION Information Technology

DEPARTMENT Client Services

OPENING DATE 09/10/2025

CLOSING DATE 10/1/2025 5:00 PM Pacific

Position Summary

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.

Essential Functions

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

• 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.

(And so on for the rest of the essential functions, leadership, strategic planning, service management, inventory management, qualifications, application process, etc., converted to appropriate HTML structure.)