Senior Director, Customer Service - (San Jose, CA)

Position title: Senior Director, Customer Service Job ID: 24885 Full/Part-time: Full : Time Regular/Temporary: Regular Job Code: 3306 Department: Customer Service and Details Security Compensation Classification: Administrator III Anticipated Hiring Salary: Commensurate with background FLSA status: Exempt About the Position The Senior Director of Customer Service reports to the VP/CIO, IT and serves as a member of the Senior IT Leadership Team. The position is responsible for overseeing the IT Service Desk, Desktop Support, Labs, Classroom Technology and Support, Access Management and the campus Workstation Refresh Program. The Senior Director is responsible for defining the strategy and roadmaps for customer service support with a focus on service management and end:user satisfaction; identifying and implementing industry aligned metrics to improve service levels and reporting continuously; engages campus stakeholders to measure success; and communicates effectively at all levels to ensure solutions are