Technology Customer Service Manager

Davenport, United States | Posted on 08/07/2026

Client: Privately held, growing IT managed services provider

Role

Title:

Customer Service Manager, Technology

Location: On-site at a community college campus the Company supports in the Eastern Iowa / Quad Cities area

Reports To: Director of Dedicated Client Services

Team Size: 6 direct reports (Service Desk Analysts, Customer Support Technicians, AV/Computer Support Technicians)

Why This Role Exists Now: The Company runs its community college support teams lean, six people covering an entire campus's IT footprint, and needs a stabilizing, present leader in that seat before the team and the account can keep growing.

“We were looking for people to come in and stabilize teams, help us grow the teams, and we will find the opportunities for them to grow outside of that eventually also.”

This role exists because the Company's on-campus support teams run lean. Six people are responsible for every ticket, call, walk-in, and AV request across an entire community college, and that only works if the person leading them is stable, present, and willing to do whatever the day requires. This is not a caretaker assignment. It is a build: stabilize the team that is there now, get it running at full capability, and open the door for that person, and the people under them, to grow further inside the Company as it keeps expanding.

In the first 12 months, this person stabilizes a six-person team supporting an entire community college's IT needs, gets First Contact Resolution (FCR) and Total Ownership to Resolution (TOR) running as the daily standard rather than the exception, and becomes the steady, present face of the Company that the college's leadership trusts without having to ask twice. The hiring leader put it plainly: the Company needs someone who can walk in, stabilize the team, help it grow, and be ready for what comes next.

Stabilize the six-person on-campus support team within the first 90 days, with every Service Desk Analyst, Customer Support Technician, and AV/Computer Support Technician seat filled, trained, and running a consistent daily triage rhythm.

Establish First Contact Resolution and Total Ownership to Resolution as the daily standard within 6 months, measured by ticket resolution data and a documented drop in unnecessary escalations to the Incident & Service Request team.

Build a reliable checkpoint cadence with the college's CIO within the first 60 days, with recurring meetings running on schedule and a track record of college leadership having answers before they have to ask for them.

Produce quarterly SLA and support metrics reporting starting in the first full quarter on the job, giving the team and company leadership a clear read on response times, resolution times, and request volume by type.

Grow self-service adoption among campus staff, faculty, and students over the first year, reducing avoidable desk-side and remote visits through coached self-help documentation built from trending ticket data.

Own the campus technology inventory and lifecycle replacement calendar on an ongoing basis, keeping device location, age, and replacement timing current for the college's contract.

Resourceful Problem-Solver: Finds the right resource fast rather than claiming to know every answer already. Signal: “I need to know that you have a technical knowledge, that you may not be the one who knows the exact answer to everything, but you have the ability to find the resources in a timely fashion and to take care of it.”

Resilient, Grows From Failure: Treats setbacks as part of the learning curve, not a threat to manage around. Signal: “You know, that's a wonderful way to learn how to grow. You know, there's a lot of opportunities in failing and growing. I mean, we all learn how to walk eventually.”

Hands-On, Whatever-It-Takes Leader: Does not consider any task beneath the seat if it makes the team more efficient. Signal: “As a leader, you're there to provide the resources to make your team efficient. And that's your job. If that means you gotta carry a box of stuff across campus to make your team better and more…