IT Customer Service Coordinator

IT Customer Service Coordinator

Full‑time Support Staff

Varies between campuses.

Hybrid Option:
Yes

Join our dynamic team at Waubonsee Community College, where your career can flourish. We are committed to being an exceptional employer, offering a comprehensive benefits package with generous time off, low-cost medical, dental, and vision plans, and a secure pension plan through SURS. You'll also enjoy 14 paid holidays, including winter and Thanksgiving breaks. Be part of a transformative institution, dedicated to making a positive impact in our community and the lives of our students.

Your future starts here – join us today!

Waubonsee Community College is committed to hiring and retaining exceptional faculty and staff who are committed to the college’s culture of collaboration, professional growth and student success.

The Information Technology Customer Service Coordinator reports to the Information Technology Services Manager. The primary functions for this position include supervising the Technical Assistance Center (TAC) team, assisting technology users, administrating and training for Information Technology Service Management (ITSM) tool, communicating with appropriate staff, developing efficient and effective IT services processes and procedures, training student workers and interns, and measuring IT service effectiveness.

• Serve as the technical lead for the Technical Assistance Center team.
• Train, monitor and mentor the Technical Assistance Center team to maintain proficiency on current/future supported technologies within the college.
• Design curriculum and lead training and mentoring of student workers and interns.
• Coordinate the Technical Assistance Center schedule and in‑person coverage to ensure the right level of support is available to our users.
• Become a working coordinator in back filling any IT Services Specialist duties as needed.
• Manage IT process workflows within our ITSM.
• Provide escalation support to first line support teams.
• Correspond with users and technicians regarding the status of IT Service calls.
• Assist the IT Services manager to develop, monitor and maintain efficient service procedures.
• Train other IT teams on IT Services procedures and Information Technology Infrastructure Library (ITIL) best practices.
• Assist the IT Services manager to develop methods of measuring IT service effectiveness.
• Compose campus‑wide communications regarding IT provided services.
• Maintain and update the IT Service Management System, tracking IT incidents and services requests.
• Administer the IT Service Management System, TOPDesk, including system configurations, process workflows, onboarding new departments, self‑service portal design, scripting automation, and report creation.
• Project technical lead for continued implementation of the IT Service Management system in other areas of the college.
• IT System Administrator for the Waubonsee Alert System, Omnilert.
• Administer our 2‑factor authentication system, Duo.
• Manage the Technical Assistance Center phone queue to ensure adequate support is available for our users along with running reports and monitoring phone recordings.
• Provide reports for weekly number of IT requests and common weekly issues to IT Managers and CIO.
• Perform other duties assigned.

• Bachelor’s degree required. ITIL Foundations Level certification preferred.
• Minimum five years’ related experience required, experience in IT customer support preferred.
• Three years in a team leadership or supervisory role.
• Exceptional organizational, coaching and leadership abilities.
• Exceptional customer service focus and delivery.
• Exceptional attention to detail.
• Exceptional problem solving and analytical skills.
• Exceptional interpersonal skills, including the ability to communicate effectively via email, in person and on the telephone.
• Knowledge of computer networks, hardware and software required.
• Knowledge of ITIL best practices and the processes within IT Service Management preferred.
• Programming and/or scripting experience desired.
• Ability to lift a minimum of 30 pounds.

• req
  2054
• Grant Funded:
  No
• Compensation Range: 73,157.
• Compensation Type:
  Salaried
• Compensation:
  The pay for this position will be determined by your experience, education, and qualifications.
• Work Schedule:
  
  M-F 8 a.m.
  
  - 4:30 p.m.
• Work Hours:
  
  40 hours/week
• Testing:
  No
• Targeted Hire Date: 1/5/2026
• Benefits:
  Click to See Benefits Page

Please provide copies of transcripts or certifications as applicable/ if available. Official transcripts are only required to be submitted for degrees above High School Diploma/ GED, if hired.

EOE, including disability and veteran