IT Customer Support - Manager
Centralia College

Job Info

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Job Title: IT Customer Support - Manager
Location: Centralia College
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 14564
About Us

Centralia College is on a 30-acre campus of modern buildings set among walking paths, lawns, and native plantings just a few blocks from the heart of Centralia, Washington. The college has served students in the Lewis County region since 1925 and is the oldest continuously operating community college in Washington State. The city of Centralia is a historic railroad and river shipping hub with a vibrant downtown and railway station.

As a comprehensive community college, Centralia College offers academic transfer and workforce programs, as well as adult basic education, English as a Second Language (ESL), and personal enrichment classes. The college also offers five Bachelor of Applied Science degrees.

In addition to the main campus in Centralia, Centralia College East in Morton is a smaller site that serves the needs of students in east Lewis County. Centralia College is committed to the success of all students, and thus also provides educational programs at two corrections centers in southwest Washington and one juvenile facility. In total, the college serves more than 4,800 students annually. For nearly 100 years, several generations of Lewis County residents have looked to Centralia College for their education and training needs.

Centralia College is committed to student success, academic excellence, and enhancing and supporting our diverse community in an inclusive and equitable learning environment. We encourage applicants with demonstrated experience collaborating with, and serving, people from a wide range of backgrounds.

For more information on Centralia College and the Centralia area, call 360-736-9391 or visit www.centralia.edu.

Job Description

This position ensures the reliable and sustainable operation of campus IT systems and services. Reporting to the Chief Technology Officer (CTO), this position supervises the customer support team and IT technicians while supporting the institution's infrastructure and application services. The position oversees service desk operations to ensure high-quality and efficient customer support while contributing to the optimization and security of IT operations.

Duties and Responsibilities

• Supervise the customer support team and IT technicians, providing leadership, mentorship, and performance management.
• Oversee service desk operations to ensure efficient issue resolution and outstanding customer service.
• Support infrastructure and application services to ensure reliability, scalability, and alignment with organizational needs.
• Collaborate with the CTO to define IT operational goals, priorities, and resource allocation strategies.
• Develop and implement tools such as reporting dashboards, workflows, and performance metrics to enhance IT service delivery.
• Coordinate vendor interactions for technical issue resolution, procurement, and system upgrades.
• Monitor and assess IT service delivery to ensure compliance with organizational policies, security standards, and regulatory requirements.
• Lead the development and application of performance metrics to improve productivity and service quality.
• Assist in planning and implementing disaster recovery and business continuity strategies.
• Provide technical and administrative support for IT projects and initiatives.
• Act as the backup for the primary local security administrator (LSA) to ensure seamless security administration. This includes maintaining user security profiles, managing system access, and ensuring adherence to institutional and state security protocols during onboarding and offboarding processes.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field AND 5+ years of progressively responsible IT experience, including supervisory roles OR equivalent education/experience
• Experience supporting IT infrastructure and application services
• Familiarity with IT governance frameworks, compliance standards, and performance management tools
• Certification as a Lean Six Sigma Black Belt or willingness to complete training and certification within one year of hire or as trainings are made available

Preferred Qualifications

• Experience in higher education or a similar organizational environment
• Familiarity with ITIL (Information Technology Infrastructure Library) principles, focusing on service design, transition, and continual improvement. Proficiency in tools for process mapping and automation.

Conditions of Employment

Classified employees are represented by the Washington Federation of State Employees (WFSE). The state of Washington provides a comprehensive benefits package for state employees.

DEADLINE: This position closes on January 26, 2025. The screening committee will begin their review January 27, 2025.

COMPENSATION

Monthly Salary: Range 08IT ($7,877 - $10,339)

APPLICATION PROCESS

Interested candidates may apply by submitting the following items:

Online Application
Cover Letter that addresses your interest in the position and ability to perform the responsibilities described in this announcement.
Detailed résumé of all educational and professional experience that demonstrates how you meet the qualifications.
List of at least three professional references with contact information. References are typically contacted after interviews.
Candidates offered an interview will also complete a computer skills assessment

Eligibility to Work

If you are hired, you will need proof of identity, and documentation of U.S. citizenship or legal authorization to work.

Background Check

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.

EEO Statement

Centralia College has a strong institutional commitment to the principles of diversity in all areas. In that spirit, we strongly urge all qualified applicants, especially people of color, persons of disability, women, and disabled and Vietnam era veterans, to apply. Centralia College is an Equal Opportunity employer.

It is the policy of Centralia College to assure equal employment opportunity and non-discrimination on the basis of race or ethnicity, creed, color, national origin, sex, marital status, sexual orientation, age (over 40), religion, the presence of any sensory, mental, or physical disability, or status as a disabled or Vietnam-era veteran.

Centralia College does not discriminate in admission or access to, or treatment or employment in, its programs or activities. Designated Title II, VI, VII, IX, Section 504, ADA compliance officer: Vice President for Human Resources and Equity, Hanson Hall Room 101, Centralia College, 600 Centralia College Blvd, Centralia WA 98531-4099, (360)623-8943.

The Human Resources Office is accessible for persons with disabilities. Those who need disability accommodation in the application/employment process, please call (360)623-8943.

Jeanne Clery Statement

Notice of Availability of Annual Security Report-Centralia College's Annual Crime/Security Report is available here, containing mandated information about current campus policies concerning safety and security issues, required statistics, and other related information. To obtain a paper copy of the report, please call 360-623-8947.

Title IX Statement

Centralia College is compliant with Title IX best practices. For more information visit, Title IX.

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