Tier 1 Service Center Manager

🇺🇸 New Brunswick, NJ

🕑 Full-Time

💰 $82K - $126K

💻 Other

🗓️ November 19th, 2025

Edtech.com's Summary

Rutgers, The State University of New Jersey is hiring a Tier 1 Service Center Manager. This role involves managing daily operations of the HCM Cloud Support Service Center, coaching Tier 1 agents who handle HR and payroll inquiries, and collaborating with technical teams to ensure timely and accurate resolution of cases.

Highlights

Manage HR Service Center team, providing guidance, performance management, and workload distribution.
Supervise Tier 1 agents to resolve HCM-related HR and payroll inquiries efficiently.
Serve as escalation point for unresolved or sensitive issues before involving higher-tier support.
Collaborate with HR, Payroll, and Finance experts to address inquiries including time & labor, position management, and absence management.
Partner with Knowledge Specialists to maintain updated job aids and recommend improvements based on frontline feedback.
Track Tier 1 performance metrics and produce reports to support continuous improvement initiatives.
Work with Tier 2 Service Center Manager and IT teams to streamline support workflows and processes.
Required skills include leadership experience, workflow management, conflict resolution, and customer service proficiency.
Preferred experience with HCM systems (such as Oracle), ServiceNow, dashboards, and multi-tiered service center models.
Salary range is $82,166 to $125,837, with comprehensive benefits including medical, dental, retirement plans, and employee educational benefits.