Job Listings

Director of Customer Support

Western New England University
Job Location:
Springfield, Massachusetts
IT Support and Training

This position is responsible for providing leadership, coordination, and administration for customer support services in the Office of Information Technology. This position is a combination of technical and management skills necessary to develop, implement, and sustain standard tools, procedures, and best practices based on Information Technology Service Management (ITSM) concepts. The Director will develop strategic and operational plans to establish ITSM frameworks throughout the organization, and facilitate adoption of service management processes and procedures. The Director is responsible to create an environment that supports customer self-service and automation of routine service requests, and maintain various communication vehicles to ensure community members are fully informed of IT services, enhancements, and availability. The Director will foster continuous service delivery optimization, improvement, and have significant focus on collaboration and customer satisfaction. The Director will develop audit, compliance, and analytical insights to measure the success of ITSM processes. The Director will be responsible to sustain processes germane to change management, quality assurance, asset management, student scheduling, assist with procurement processes, as well as similar functions associated with customer support.


Earned Bachelor’s Degree in technical discipline from an accredited college or university or equivalent education and experience.5 to 7 years of progressively responsible management experience in Information Technology customer support.5 years of experience working in higher education. Proven ability to manage teams. Experienced in asset management, ITSM, project management, change management, and process improvement. Excellent interpersonal skills.

Excellent fringe benefits including tuition remission for employee, spouse, and dependent children.

Western New England University is a private, independent, coeducational institution founded in 1919. Located on an attractive 215-acre suburban campus in Springfield, Massachusetts, Western New England University serves 3,900 students, including more than 2,600 full-time undergraduate students. Undergraduate, graduate, and professional programs are offered through Colleges of Arts and Sciences, Business, Engineering, and Pharmacy, and School of Law.

In alignment with the University’s commitment to health and safety, all Faculty and Staff are required to be vaccinated and provide proof of vaccination.

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