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Client Support Services Manager at Rogue Community College, OR

Rogue Community College, OR · Grants Pass, United States Of America · Onsite

$72,072.00  -  $104,564.00

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About the Department

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Position Description 

Position Title

Client Support Services Manager

Secondary Title 


Group / Grade

J


Classification

Managerial/Supervisory

Work Location

All Campuses 

Overtime Eligible

Exempt

Division

Operations & Finance

Differentials

N/A

Department

Information Technology Services

Reports To

Chief Information Officer

Supervision Received 

Works under the general supervision of the Chief Information Officer

Supervisory Responsibility 

Supervises Management, Administrative/Confidential, Faculty, Classified, Student, Volunteer, and/or Temporary Staff of assigned department(s).


Position Summary 

The Manager of Client Support Services oversees the daily operations of the client support team, ensuring the efficient and effective delivery of technical and customer service to internal and external users. This position provides leadership and direction to staff, develops and implements support processes, and monitors service performance to maintain high levels of client satisfaction. The role collaborates with Information Technology leadership and cross-departmental stakeholders to align support services with institutional goals, resolve complex service issues, and promote continuous improvement in client experience and operational efficiency.

Position Duties

1.

Leadership & Management

  • Supervise and lead Client Support Services staff, including hiring, training, coaching, and performance evaluations.
  • Develop a collaborative, service-oriented culture that emphasizes accountability, communication, and continuous improvement.
  • Oversee workload distribution and scheduling to maintain consistent service coverage across all campuses.
  • Manage employee relations matters and coordinate professional development opportunities in accordance with HR policies.
2.

Service Delivery & Quality Assurance

  • Manage daily client support operations to ensure timely and effective technical assistance for college users.
  • Oversee complex or escalated service issues requiring advanced troubleshooting or coordination with other IT teams.
  • Establish, document, and maintain service standards and procedures that promote consistency and efficiency.
  • Monitor key performance indicators, prepare reports, and recommend improvements based on data analysis.
3. 

Process Improvement & Strategic Planning

  • Evaluate and optimize workflows, technologies, and departmental practices to increase efficiency and service quality.
  • Collaborate with IT leadership in developing and implementing goals aligned with institutional priorities.
  • Maintain accurate and current documentation for procedures, policies, and knowledge bases.
4.

Collaboration & Stakeholder Communication

  • Serve as a liaison between the Client Support Services team, IT units, and other college departments.
  • Communicate proactively regarding projects, system maintenance, and technology initiatives.
  • Represent Client Support Services on institutional committees and workgroups.
5. 

Other Duties as Assigned

  • Participate in professional development and college-wide initiatives supporting institutional goals.
  • May participate in College committees as assigned
  • Engages in professional growth opportunities as assigned
  • ·Performs other duties as assigned


Institutional Expectations 

  • Demonstrates our core values of integrity, collaboration, diversity, equity, and inclusion, sustainability, and courage.
  • Actively contributes to a culture of respect and inclusivity by collaborating effectively with students, colleagues, and the public from diverse cultural, social, economic, and educational backgrounds.
  • Participates in recruitment and retention of students at an individual and institutional level in promotion of student success.
  • Embraces and leverages appropriate technology to accomplish job functions.
  • Provides high quality, effective service through learning and continuous improvement.

Minimum Qualifications

1. 

Minimum Qualifications

  • Education – An Associate’s degree in Business Administration, Management, Communications, Computer Science, or a related field.
  • Experience – Four (4) years of progressively responsible experience in client support, information technology, or customer service operations, including at least two (2) years in a supervisory or lead capacity.

Only degrees received from an accredited institution will be accepted:  accreditation must be recognized by the office of degree authorization, US Department of Education, as required by ORS 348.609. Final candidate will be required to provide official transcripts for required degree.


Any satisfactory equivalent combination of education and experience which ensures the ability to perform the essential functions of the position may substitute for the requirement(s). Please see our Applicant Guide for more information on education/experience equivalency guidelines. 

2. 

Preferred Qualifications

  • Bachelor’s degree or higher in a related discipline.
  • ITIL Foundations v4 or equivalent certification in IT service management.
3. 

Essential Knowledge, Skills, & Abilities (Core Competencies) 

  • Knowledge – Requires foundational knowledge of customer service operations, including standard practices for handling inquiries, resolving complaints, and maintaining client satisfaction. Must understand business communication, office software (such as Microsoft Office or Google Workspace), and standard reporting methods. Also requires familiarity with workplace supervision principles, time management, and basic budgeting or resource allocation to support departmental needs.
  • Skills – Requires strong leadership and team management abilities, advanced knowledge of customer service practices, and excellent communication and interpersonal skills. Must demonstrate proficiency with CRM or ticketing systems, analytical and problem-solving abilities, and the capacity to interpret performance metrics to drive improvements. Strategic thinking, organizational skills, and the ability to collaborate across departments are also essential to ensure efficient operations and exceptional client experiences.
  • Abilities – Must be able to lead and motivate a diverse team, foster a positive work environment, and maintain high levels of customer satisfaction. Requires the ability to analyze complex issues, make sound decisions under pressure, and manage multiple priorities effectively. Strong communication, collaboration, and strategic planning are essential, as along with adaptability to evolving client needs and organizational goals.
4. 

Other Requirements 

  • Availability for occasional evening or weekend work, and routine travel between campuses.
  • For assignments requiring operation of a motor vehicle, possession of a valid Oregon Driver’s License or the ability to obtain one within 30-days of employment, and maintenance of an acceptable driving record are required.
5.

Remote Work Options (see AP 7239 Working Remotely for more details)

  • This position functions as an in-person work arrangement, working on campus with either a set schedule or flexibility depending on operational needs.
6.

Physical Demands

The physical demands listed below represent those that must be met by an incumbent to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

  • Manual dexterity and coordination are required for more than half of the daily work period, which is spent sitting while operating office equipment such as computers, keyboards, 10-key, telephones, and other standard office equipment. While performing the duties of this position, the employee is frequently required to sit, stand, walk, reach, bend, stoop, twist, see, talk, and hear, and occasionally kneel, crouch, climb, balance, and manipulate objects. The position requires some mobility, including the ability to move materials up to 5 pounds daily and 5-25 pounds rarely. This position requires both verbal and written communication abilities.
7. 

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this position, the employee is primarily working indoors in an office environment and regularly travels between campuses to supervise staff or attend meetings. The employee is not exposed to hazardous conditions. The noise level in the work environment is usually moderate, and the lighting is adequate.

Other Qualifications

This is a full-time Exempt/Managerial (100%, 246 days/year) position in the Information Technology Services department. Starting compensation will be based on Grade J of the 2025-26 salary schedule, in accordance with initial placement per the current Management, Administrative, and Confidential Employee Handbook. Consideration will be given to related experience and educational achievement but generally not expected to exceed the midpoint of the range. 

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Position will remain open until filled, with screening scheduled to begin 12/1/2025. Applications received after the screening date are not guaranteed review. Documents required for submission include a cover letter and resume. Applications missing any of the listed required documents may be considered incomplete and ineligible for further review.

RCC is committed to a culture of civility, respect, and inclusivity. We are an equal opportunity employer actively seeking to recruit and retain members of historically underrepresented groups and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.


Candidates with disabilities requiring accommodation and/or assistance during the hiring process may contact Human Resources at 541-956-7329. Only finalists will be interviewed. All applicants will be notified by email after final selection is made. Final candidate will be required to show proof of eligibility to work in the United States. For position with a degree required, only degrees received from an accredited institution will be accepted; accreditation must be recognized by the Office of Degree Authorization, US Department of Education, as required by ORS 348.609.


Public Service Loan Forgiveness

Rogue Community College is considered a qualifying public employer for the purposes of the Public Service Loan Forgiveness Program. Through the Public Service Loan Forgiveness program, full-time employees working at the College may qualify for forgiveness of the remaining balance on Direct Loans after 120 qualifying monthly payments under a qualifying repayment plan. Questions regarding your loan eligibility should be directed to your loan servicer or to the US Department of Education.


Rogue Community College does not discriminate in any programs, activities, or employment practices on the basis of race, color, religion, ethnicity, use of native language, national origin, sex, sexual orientation, gender identity, marital status, veteran status, disability, age, pregnancy, or any other status protected under applicable federal, state, or local laws. For further policy information and for a full list of regulatory specific contact persons visit the following webpage: www.roguecc.edu/nondiscrimination.

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