Job Description
Serve as a primary liaison to University departments and schools; meet regularly to understand needs, shape roadmaps, scope/prioritize work, and ensure successful project and service outcomes.

Lead day-to-day CRC operations (service delivery, escalations, service quality, and continuous improvement) using ITSM best practices.

Lead and develop a team of 8 - 12 technicians supporting endpoint field support and event services, including hiring, onboarding, coaching, and performance management/annual review cycles.

Drive service planning and new service development; evaluate and pilot improvements (including innovative/creative AI uses) that increase efficiency and improve the client experience.

Manage budgeting, forecasting, rate/cost recovery model as needed, billing accuracy, and P&L performance to keep services fiscally sound.

Create and manage SOWs/service agreements, including true-ups and renewals; partner with stakehol...