Director of Customer Service
1 week ago
The **University of Southern California (USC) Department of Information Technology Services (ITS) **is seeking a **Director of Customer Service** experienced in driving continuous service improvement, and delivering IT customer service based on ITIL service standards and high-quality service measures using ServiceNow solutions.
The **Director of Customer Service **will lead a high-performing, frontline technical support team to provide customer service excellence to a diverse range of campus stakeholders. Additionally, the Director develops and encourages a culture of high customer service through ongoing training, performance metrics and staff development. The Director collaborates with peers within the IT community to ensure operational support is effectively managed across department boundaries. This leader role drives continuous improvement, cost effective support solutions and staff development geared towards sustainable operations. As part of the leadership team, the Director models and cultivates ITS culture, values, and behaviors.
**MINIMUM QUALIFICATIONS**
- A minimum 10 years of experience in Information Technology, Business administration, and/or higher education
- A minimum 10 years of experience in a Management or Leadership role.
- A bachelor’s degree in business administration, Computer Science or related field(s) and/or combined experience/education as substitute for minimum education.
- Extensive experience delivering technology services in the field through coordination with central teams, driving continuous service improvement, and delivering IT customer service based on service levels and service quality measures.
- Knowledge of the Information Technology Infrastructure Library (ITIL) service-management approach and framework.
- Experience in implementing ITIL-based methods using ServiceNow software.
- Proven ability to foster an environment of trust, collaboration, transparency, and accountability and to build an inclusive environment that values, encourages, and supports differences.
- Excellent organizational skills, able to set priorities and manage multiple projects.
- Exemplary communication and interpersonal skills, with the ability to present the business side of technical topics to non-technical audiences, and persuasively and effectively interact with various stakeholders and diverse individuals and groups.
**PREFERRED QUALIFICATIONS**
- 15 or more years of relevant experience
- 5 years of overseeing support of end-user IT hardware and software
- Graduate degree(s) in Computer Science, Information Systems, Business Administration, Management, or a related field.
- ITIL certification
- Strong analytical, research, and conceptual skills plus high interpersonal and communication skills.
- Ability to develop and maintain key relationships to achieve business objectives.
**SCOPE OF THE ROLE**
The **Director of Customer Service **will:
- Manage resource scheduling to ensure sufficient coverage to maintain target service levels, tracks and reports service delivery metrics, and gathers and analyzes customer survey data to ensure quality service delivery.
- Work closely with ITS leadership to identify, implement, and support cost effective, leading solutions for all aspects of customer service, maintaining currency with industry innovations. Provides frontline and operational support services to other ITS and USC departments, as needed, including after-hours phone service and/or event support for client offices.
- Establish and maintains trusted relationships with customers, partners, and ITS departments, to build an information technology strategy that responds to the university’s business vision, goals, and strategy. Contributes in cross-functional coordination, architecture discussions, and prioritization planning in a highly collaborative environment.
- Actively drive the process of embedding ITS values and behaviors. Leads by example, demonstrating ethics and high accountability to create a culture of trust and transparency.
- Fosters an inclusive environment that values team member differences, creating a sense of belonging and appreciation.
- The director role is accountable for the IT service center, business operations support and endpoint management (PC and Apple). This role has 3 managers reporting to it.
**THE TEAM**
The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a resilient modern technology infrastructure that delivers the performance necessary to meet the demands of a growing customer base. By training in the latest technologies for its highly productive and motivated workforce and providing outstanding customer experience and technology services, ITS aligns with the university’s mission to provide exceptional learning opportunities fo
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