IT - Customer Support Manger

## Pierce College# IT - Customer Support MangerSALARY$8,697. 00 - $10,598. 00 Monthly$104,364. 00 - $127,176. 00 AnnuallyLOCATIONPuyallup, WAJOB TYPEFull TimeJOB NUMBERC2541DIVISIONInformation TechnologyDEPARTMENTClient ServicesOPENING DATE07/24/2025CLOSING DATE8/14/2025 5: 00 PM Pacific## Position SummaryThe 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 commi