How to Improve IT Customer Service: School IT Leaders Can Minimize Security Risks While Improving the Customer Experience

“Who owns customer service?”

This question has confronted school leadership and information technology departments for years, and it’s only become more challenging in recent times.

The new era of public education has brought school IT to the forefront of the educational experience as school district stakeholders demand more access to teachers and administrators. The near-universal adoption of email and social media have opened additional frontiers and presented new opportunities for direct and immediate conversation with families, students, teachers, staff, and broader communities. As an IT manager, it can feel that an increasing share of ownership of these channels fall on you. More engaged stakeholders, greater access to technology, and the expectation of immediate response and instant communication translate to more demands of IT leadership — and with greater urgency than ever before.

If you’re wondering how to improve IT customer service, everything you need to know is in this guide!

Customer service in K-12 IT departments

A full customer service transformation wouldn’t be complete without consideration of your district’s IT department. From ticketing to device troubleshooting, IT departments can receive hundreds of incoming inquiries per day. Internal and external stakeholders rely on IT leaders to help them resolve concerns quickly and reliably. If you’re looking to improve customer service in schools, this guide can help you extend the process to your IT department.