Support Center Coordinator

Campus Engagement‌

Department Summary:

Information Technology Services (ITS) supports the innovative use of technology to enhance the experience of students, faculty, and staff in support of Drake University’s mission. ITS provides technology support and services across the University, including direct user and classroom support, enterprise technology, networking and infrastructure, cybersecurity, service management, and technology projects and initiatives. The department works collaboratively with campus partners to provide reliable, secure, and effective technology services while helping the University adapt to evolving technology needs.

Job Summary:

The Support Center Coordinator provides day-to-day operational leadership and technical support for the ITS Support Center, helping ensure consistent, high-quality service for students, faculty, and staff. Working closely with the Assistant Director, Campus Engagement, this position coordinates Support Center priorities, serves as a technical escalation resource, provides leadership and development for Student Techs and student leads, and assumes ownership of designated processes, projects, training, and documentation.

The Coordinator is expected to exercise independent judgment, identify and respond to operational and technical needs, and advance work with limited day-to-day direction. Success in the role requires a combination of leadership, technical aptitude, initiative, communication, problem-solving, organization, accountability, and follow-through.

Minimum Qualifications:

• Bachelor’s degree or equivalent combination of education and relevant experience.
• Experience providing customer service or support in a client-focused environment.
• Experience providing leadership, training, coaching, mentoring, or work direction to others.
• Ability to work independently, exercise sound judgment, manage competing priorities, take initiative, and follow responsibilities through completion.
• Strong leadership, interpersonal, organizational, problem-solving, and communication skills.
• Technical aptitude and demonstrated ability to learn new systems, processes, and technologies.

Preferred Qualifications:

• Experience supervising, coaching, training, or developing student employees.
• Experience working in an IT help desk, service desk, Support Center, or similar service environment.
• Experience working in higher education.
• Experience coordinating projects, processes, or operational responsibilities.
• Experience with TeamDynamix or another IT service-management platform.
• Experience developing training or documentation, supporting process improvement, or using service data to identify trends and opportunities for improvement.

Job Duties:

50% – Coordinate day-to-day Support Center operations and provide direct technical support and escalation, including managing priorities, resolving technology issues, coordinating resources, and ensuring appropriate communication and follow-through.

25% – Provide leadership, coaching, training, and development for Student Techs and student leads; partner with the Assistant Director on hiring, onboarding, scheduling, and performance management.

20% – Lead Support Center projects, service improvements, TeamDynamix processes, knowledge management, training resources, and other assigned operational initiatives.

5% – Participate in professional development, departmental initiatives, service continuity needs, and other responsibilities consistent with the position.

Special Instructions for Applicants:

For consideration, you must apply online. Please include a resume and cover letter describing how your experience and skills prepare you to provide leadership, support employee development, deliver effective technology support, and contribute to successful Support Center operations. ‌ If you have any questions about this job positing or the application process, please email becky.klein@drake.edu

A review of applications will begin immediately. This position will remain open until filled.

All job offers are contingent upon the successful completion of a background check. Salary is competitive with peer schools and will be commensurate with qualifications and experience of the selected candidate.

At Drake, we are proud to offer our employees, their spouses, and eligible dependents a comprehensive benefits package, which includes a wide range of core benefits, perks, and discounts. If you are exploring a job with Drake University, we invite you to spend a little time with our digital benefits guide: Benefits Overview | Drake University.

One of our very popular policies provides a tuition waiver for Drake employees, their spouses, and eligible dependents. Drake also participates in not one, but two tuition exchange programs available to dependent children. You can learn about both the tuition waiver policy and tuition exchange programs here: Benefits Overview | Drake University.

For faculty positions, selection will depend on the receipt of recommendation confirming the candidate's scholarly achievements and teaching abilities and/or on the candidate's satisfactory passing of a teaching demonstration if selected for an on-campus interview. For staff positions, selection will depend upon careful review of each applicant’s references, education, and, if applicable, experience.

About Drake:

Drake University is recognized as a top private university in the Midwest. Drake is a midsize university in Des Moines, Iowa, with an increasingly diverse student body. We are deeply committed to equity and inclusion and creating a sense of belonging for all members of the campus community - faculty, staff, and students alike. More than 900 faculty and staff are part of the Bulldog pack, a close-knit group of colleagues enthusiastic about preparing students to be global citizens and leaders, challenging assumptions. Drake University is not only an outstanding institution of higher learning, it is also a wonderful place to work. We are enthusiastically committed to welcoming new ideas and people into the fold, and to retaining and rewarding stellar employees.

All positions at Drake provide opportunities to contribute to Drake University’s core mission of creating of creating an exceptional learning environment that prepares students of all backgrounds for meaningful lives and professional accomplishments.

STRONG COMMITMENT TO A DIVERSE AND INCLUSIVE COMMUNITY

At Drake University, we don’t just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our students, our employees, and our community. Drake University is proud to support an equal opportunity, diverse, inclusive, and welcoming workplace. Learn more about why Drake is an exceptional place to work: An Exceptional Working Environment | Drake University

Drake University is committed to providing access and reasonable accommodations in its services, programs, activities, education, and employment for individuals with disabilities. If you would benefit from an accommodation at any point in the recruitment process (including using our online application process), please contact Drake Human Resources (ph: 515.271.3133; email: jobs@drake.edu) and let us know how we can assist you.

At Drake University, we highly value a diverse, inclusive workforce. We are proud to be an equal opportunity employer. We stand firmly against discrimination including on the basis of race, color, national origin, creed, religion, age, disability, sex, pregnancy, gender identity, gender expression, sexual orientation, genetic information, veteran status, or any characteristic protected by law.