Additional Information
CampusWorks is seeking a Director, Help Desk Center of Excellence (COE) to lead and mature a centralized Tier 1 Help Desk operation supporting multiple higher education managed services clients. The Director will be responsible for the strategic leadership, operational management, staffing, service quality, and continuous improvement of a remote call center-style Help Desk environment.
The Help Desk COE serves as the primary point of contact for all client IT incidents, service requests, and general support inquiries. Requests are initiated through phone calls, email, ITSM ticket submissions, and chat services. The Help Desk does not provide walk-up support services.
The Help Desk operates as a 24x7x365 support operation designed to provide continuous intake, triage, communication, and Tier 1 support services for managed services clients.
The Help Desk COE is responsible for the intake, triage, resolution, routing, escalation, and communication coordination of Tier 1 support activities. Incidents, requests, and technical issues beyond Tier 1 scope are escalated and coordinated with the appropriate higher-tier technical teams, infrastructure teams, application teams, information security teams, PMO processes, or local delivery teams as appropriate.
This leader will oversee daily operations while driving strategic improvements in customer experience, operational maturity, service delivery consistency, workforce management, reporting, knowledge management, and IT service management (ITSM) practices. The Director will collaborate closely with CIOs, COE leaders, client stakeholders, and operational leadership to ensure the Help Desk delivers high-quality, responsive, and measurable customer support services.
As the Help Desk COE continues to expand, this individual will play a key role in scaling operations, developing staff, standardizing processes, and building a sustainable service delivery model aligned with organizational growth objectives.
What You Can Expect from Us
At CampusWorks, we don't just help our clients succeed; we help our employees succeed. Competitive pay, robust benefits for full-time employees, and professional development opportunities are a few of the many reasons that CampusWorks is a great place to build your career.
Our employees enjoy:
Meaningful work. Our employees often tell us that their work gives them a sense of purpose because it makes a difference in the lives of students and educators. CampusWorks Inc., as a large consulting firm, provides its employees with an opportunity to work both onsite and remotely with our clients across the United States and in Canada. With the nature of our clients' work evolving quickly, we're all being asked to support larger CampusWorks initiatives. Upon joining CampusWorks in a consulting role, your talent and expertise may be applied to a range of projects, assignments, and clients.
A CEO who cares. Chairman and CEO Liz Murphy has made it her mission to create a culture that appreciates and takes good care of its people. As a result, being an employee of CampusWorks feels like being a member of a big family.
A virtual and onsite workplace. In an effort to reduce our environmental footprint, CampusWorks became a virtual company in 2012. As such, our team members are located across the U.S. and Canada, where they work from their home offices and at client sites.
Flexibility. We value work-life balance because we know that happy employees create happy customers. That's why CampusWorks offers both full-time and part-time 1099 consulting career opportunities to fit life's unique demands.
A company that gives back. Every year CampusWorks proudly supports numerous charitable fundraising initiatives that align with our vision to make higher education accessible to everyone.
At CampusWorks, we value the unique backgrounds, experiences, and perspectives each CampusWorker (we call ourselves CampusWorkers) brings to our workplace each day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond the traditional job requirements. If you are passionate about higher education and creating Happy Campuses, let's talk! If you're a close but not exact match with the description, we hope you'll still consider applying.
About CampusWorks
Founded in 1999, CampusWorks is dedicated to helping higher education overcome business and technological challenges that stand in the way of student success and completion. We work with community colleges, technical colleges, four-year public and private institutions, multi-college districts, and statewide higher education systems to tackle problems big and small. Our services are rooted in systems thinking and reach across the institution-from Student Services to Human Resources to Finance to Academics-to achieve transformative results.
Want to learn more about life at CampusWorks? Visit https://www.campusworksinc.com/about/ to see how we empower Higher Education to reac
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