IT Customer Success Lead Franklin College is seeking a highly skilled, service-oriented IT Customer Success Lead to join our evolving Information Technology Services team. This newly designed role reflects the College's modernized technology environment and requires a professional who can operate confidently across technical support, endpoint management, systems administration, and user-facing service delivery. The IT Customer Success Lead serves as the primary technology support resource for Franklin College faculty, staff, and students, delivering responsive, high-quality technical assistance while fostering a positive and reliable technology experience across campus. This position is responsible for the full lifecycle of endpoint management, identity and access administration, classroom and event technology support, and selected systems administration functions. The successful candidate will develop support documentation, identify opportunities to improve IT services and processes, and collaborate with IT leadership to ensure secure, efficient, and customer-focused technology operations. Essential functions of the position include:

• Serve as the primary point of contact for faculty, staff, and student technology support through the IT help desk and ticketing system.
• Manage the lifecycle of endpoint devices, including deployment, imaging, troubleshooting, inventory management, and replacement planning.
• Administer user accounts, identity and access management, password support, and multi-factor authentication.
• Provide technology support for classrooms, conference rooms, and campus events.
• Perform selected systems administration functions under the direction of IT leadership.
• Create and maintain technical documentation, knowledge base articles, and user support resources.
• Identify recurring issues, recommend process improvements, and escalate infrastructure or security concerns as appropriate.
• Perform other duties and responsibilities consistent with the nature of the position as assigned by the supervisor or College administration.

Qualifications:

Two to five years of experience providing technical support, endpoint management, or systems administration in a professional, educational, or service-oriented environment. Bachelor's degree in information technology, Computer Science, or a related field preferred; equivalent professional experience and industry certifications will be considered. Demonstrated ability to work independently across multiple IT disciplines, including endpoint support, identity and access management, and systems administration. Strong knowledge of Windows, macOS, Microsoft 365, and common higher education technology platforms. Experience with endpoint management tools, ticketing systems, classroom technology, and cloud-based administration tools. Excellent interpersonal, written, and verbal communication skills with the ability to explain technical concepts to users of varying technical abilities. Commitment to exceptional customer service, collaboration, confidentiality, continuous learning, and process improvement. About Franklin College Franklin College is a nationally recognized, residential liberal arts college located just south of Indianapolis. The College is committed to providing a personalized educational experience that prepares students for meaningful careers, lifelong learning, and engaged citizenship. Franklin College is an Equal Opportunity Employer and welcomes applications from individuals who will contribute to the diversity and excellence of our campus community. Excellent benefits package including health, life and disability insurance, paid vacation, sick and holiday time, retirement plan, and full tuition benefits for employees and their family. Review of applications will begin immediately and continue until the position is filled. Qualified applicants should submit a complete application (electronic submissions preferred) including cover letter, resume, and three professional references via the online application link at Franklin College Staff Application or visit employment opportunities www.

FranklinCollege.edu. Contact Human Resources with additional questions. Franklin College 101 Branigin Blvd. Franklin, IN 46131 humanresources@franklincollege.edu Franklin College is committed to providing an inclusive and welcoming environment and to ensuring that educational and employment decisions are based on individuals' abilities and qualifications. Consistent with these principles and applicable laws, it is therefore the College's policy not to discriminate on the basis of age, color, disability, gender, gender expression, gender identity, genetic information, national origin, marital status, race, religion, sex, sexual orientation or veteran status as consistent with the Policy on Prohibited Discrimination, Harassment and Related Misconduct. No person, on the basis of protected status, shall be excluded from participation in, be denied the benefits of, or be subjected to unlawful discrimination, harassment, or retaliation under any College program or activity, including with respect to employment terms and conditions. Such a policy ensures that only relevant factors are considered and that equitable and consistent standards of conduct and performance are applied.