The University of Southern California (USC) Department of Information Technology Services (ITS) is seeking a Director of Customer Service experienced in driving continuous service improvement, and delivering IT customer service based on ITIL service standards and high-quality service measures using ServiceNow solutions.

The Director of Customer Service will lead a high-performing, frontline technical support team to provide customer service excellence to a diverse range of campus stakeholders. Additionally, the Director develops and encourages a culture of high customer service through ongoing training, performance metrics and staff development. The Director collaborates with peers within the IT community to ensure operational support is effectively managed across department boundaries. This leader role drives continuous improvement, cost effective support solutions and staff development geared towards sustainable operations. As part of the leadership team, the Director models and cultivates ITS culture, values, and behaviors.

MINIMUM QUALIFICATIONS

Great candidates for the position of Director of Customer Service will meet the following qualifications:

• A minimum 10 years of experience in Information Technology, Business administration, and/or higher education
• A minimum 10 years of experience in a Management or Leadership role.
• A bachelor’s degree in business administration, Computer Science or related field(s) and/or combined experience/education as substitute for minimum education.
• Extensive experience delivering technology services in the field through coordination with central teams, driving continuous service improvement, and delivering IT customer service based on service levels and service quality measures.
• Knowledge of the Information Technology Infrastructure Library (ITIL) service-management approach and framework.
• Experience in implementing ITIL-based methods using ServiceNow software.
• Proven ability to foster an environment of trust, collaboration, transparency, and accountability and to build an inclusive environment that values, encourages, and supports differences.
• Excellent organizational skills, able to set priorities and manage multiple projects.
• Exemplary communication and interpersonal skills, with the ability to present the business side of technical topics to non-technical audiences, and persuasively and effectively interact with various stakeholders and diverse individuals and groups.

In addition, the successful candidate must also demonstrate, through ideas, words and actions, a strong commitment to USC’s Unifying Values of integrity, excellence, diversity, equity and inclusion, well-being, open communication and accountability.

PREFERRED QUALIFICATIONS

Exceptional candidates for the position of Director of Customer Service will also bring the following qualifications or more, in addition to the Minimum Qualifications:

• 15 or more years of relevant experience 
• 5 years of overseeing support of end-user IT hardware and software
• Graduate degree(s) in Computer Science, Information Systems, Business Administration, Management, or a related field.
• ITIL certification
• Strong analytical, research, and conceptual skills plus high interpersonal and communication skills.
• Ability to develop and maintain key relationships to achieve business objectives.

SCOPE OF THE ROLE

The Director of Customer Service will:

• Lead a high-performing, frontline technical support team to provide customer service excellence to a diverse range of campus stakeholders. Drives successful day-to-day operations of the ITS service desk, managing service levels and quality of service delivered via phone calls, emails, voicemails, in-person visits, and other channels of supported service lines.
• Manage resource scheduling to ensure sufficient coverage to maintain target service levels, tracks and reports service delivery metrics, and gathers and analyzes customer survey data to ensure quality service delivery.
• Work closely with ITS leadership to identify, implement, and support cost effective, leading solutions for all aspects of customer service, maintaining currency with industry innovations. Provides frontline and operational support services to other ITS and USC departments, as needed, including after-hours phone service and/or event support for client offices.
• Establish and maintains trusted relationships with customers, partners, and ITS departments, to build an information technology strategy that responds to the university’s business vision, goals, and strategy. Contributes in cross-functional coordination, architecture discussions, and prioritization planning in a highly collaborative environment.
• Actively drive the process of embedding ITS values and behaviors. Leads by example, demonstrating ethics and high accountability to create a culture of trust and transparency.
• Fosters an inclusive environment that values team member differences, creating a sense of belonging and appreciation.
• The director role is accountable for the IT service center, business operations support and endpoint management (PC and Apple). This role has 3 managers reporting to it.

THE TEAM

The ITS vision aligns strategy, business, and services; affirms ITS cultural values; empowers cross-functional teamwork; embraces world-class best practices; and promotes innovation, excellence, agility, and efficiency. To achieve this vision, ITS is committed to providing a resilient modern technology infrastructure that delivers the performance necessary to meet the demands of a growing customer base. By training in the latest technologies for its highly productive and motivated workforce and providing outstanding customer experience and technology services, ITS aligns with the university’s mission to provide exceptional learning opportunities for students. ITS is creating a workplace where employees can develop cutting-edge skills, take pride in the services they provide, and have access to the roles and career paths that align with their abilities and potential. We are looking for top talent to join us on our journey.

ITS CULTURE

USC’s ITS organization represents a diverse and talented team committed to supporting a collaborative culture and delivering secure and innovative IT services, core to the mission of USC. ITS values accountability, excellence, and commitment to exceptional customer experience. ITS strives for a supportive and inclusive culture that encourages employees to do their best work every day and where individuals are recognized and celebrated for their contributions.

ABOUT USC

USC is the leading private research university in Los Angeles—a global center for arts, technology, and international business. With more than 49,500 students, we are located primarily in Los Angeles and various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.

USC is a leading private research university which ranks No. 3 overall among western universities now grown to 49,500 currently enrolled students and over 30,000 faculty and staff. In the 2020-2021 fiscal year, the University of Southern California attracted $955.6 million in sponsored research to fund studies in biotech, public health, biomedical engineering, cancer, and Alzheimer’s disease, among others.

Join the USC ITS team and work as a trusted partner in shaping an environment of innovation and excellence.

The annual base salary range for this position is $175,000 to $190,000. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

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MINIMUM QUALIFICATIONS The candidate for the position of Director of Customer Service must meet the following qualifications: • Bachelor’s degree in a relevant field, such as business management, computer science, etc., or equivalent combination of education, training, and experience • Ten years of experience in one of the following fields: information technology, business administration, or higher education. • Ten years of experience in a management or leadership role. • Extensive experience delivering technology services in the field through coordination with central teams, driving continuous service improvement, and delivering IT customer service based on service levels and service quality measures. • Knowledge of the Information Technology Infrastructure Library (ITIL) service-management approach and framework. • Experience in implementing ITIL-based methods using ServiceNow software. • Proven ability to foster an environment of trust, collaboration, transparency, and accountability and to build an inclusive environment that values, encourages, and supports differences. • Experience in a management or leadership role. • Excellent organizational skills, able to set priorities and manage multiple projects. • Exemplary communication and interpersonal skills, with the ability to present the business side of technical topics to non-technical audiences, and persuasively and effectively interact with various stakeholders and diverse individuals and groups.