Client Services Manager

The Division of Information Technology (IT) strengthens and supports the University's mission of exemplary teaching and learning, scholarly and creative research, and effective engagement and public service by providing the information technology infrastructure, software, hardware, and support to achieve the University's strategic goals. IT is composed of four departments which work with the university community to provide the information technology support and services required to realize operational excellence, integrate advanced technology, and create efficient and effective technology solutions.

The temporary Client Support Manager III will provide leadership and operational oversight for the Elizabeth City State University IT Service Desk for approximately 100 days while the University completes its search for a permanent employee. The position will supervise Service Desk operations, manage urgent and complex escalations, monitor requests and incidents, coordinate communication with campus customers, and help ensure timely resolution of technology issues.

The position will also review ticket trends, support Service Level Agreements, maintain operating procedures, coordinate application and service testing, and serve as a liaison between customers and technical teams. The manager will work with the Information Security Officer to address endpoint security incidents and support reliable technology services for students, faculty, staff, and administrators.

The position requires knowledge of IT Service Desk operations, incident and problem management, escalation procedures, customer service standards, and IT service-management practices. The successful candidate must have strong leadership, staff supervision, communication, analytical, and problem-solving skills.

The candidate must be able to prioritize competing requests, manage urgent technical issues, communicate clearly with technical and nontechnical customers, analyze ticket data, document procedures, and coordinate work across multiple IT teams. The position also requires sound judgment, professionalism, accountability, and the ability to maintain confidentiality when working with sensitive systems and security incidents.

No licenses or certifications are required by statute or regulation.

PMP, ITIL Foundation, CompTIA A+, or CompTIA Network+ certification is preferred.

A bachelor's degree in computer science, information technology, leadership, or a related field and at least five years of comparable experience supporting users in a Service Desk environment are preferred. At least two years of experience managing or supervising Service Desk teams is also preferred.

Preference may be given to candidates with experience in higher education, IT service-management platforms, Service Level Agreements, customer-service improvement, application testing, and performance reporting.

Monday - Friday with occasional evening, weekend, or after-hours work required to respond to urgent incidents, service disruptions, planned maintenance, or major University events.

Elizabeth City State University is an Affirmative Action/Equal Opportunity Employer. The University does not discriminate in access to its educational programs and activities, or with respect to hiring or the terms and conditions of employment, on the basis of race, color, national origin, religion, sex, gender identity and expression, political affiliation, age, disability, veteran status, genetic information or sexual orientation.

Any offer of employment to a successful candidate will be conditioned upon the University's receipt of a satisfactory criminal background report.

Proper documentation of identity and eligibility for employment will be required before the hiring process can be completed. ECSU is an E-Verify participant.