Joshua J. Turner serves as the Director of User Services within the University Information Technology department at Montana State University, where he leverages his extensive experience in customer operations to enhance the overall service experience for students, faculty, and staff. In this pivotal role, Joshua...
Joshua J. Turner serves as the Director of User Services within the University Information Technology department at Montana State University, where he leverages his extensive experience in customer operations to enhance the overall service experience for students, faculty, and staff. In this pivotal role, Joshua is responsible for developing and implementing a comprehensive strategy that ensures world-class customer operations across various IT functions, including the Service Desk, Desktop Support, and Student Labs. His leadership is instrumental in fostering a culture of excellence, where effective and cost-efficient processes are prioritized to meet the diverse needs of the university community.
Joshua's expertise in operations management and strategic planning enables him to streamline workflows and improve service delivery. He is adept at utilizing SaaS solutions to enhance customer experience, ensuring that technology services are not only accessible but also user-friendly. His focus on business process improvement has led to significant enhancements in customer retention and satisfaction, as he continuously seeks innovative ways to optimize service operations.
Key projects under Joshua's direction include the implementation of a centralized communication strategy for IT services, which has improved response times and user engagement. Additionally, he has spearheaded initiatives to enhance the training and development of staff within the Service Center, ensuring that team members are equipped with the skills necessary to provide exceptional support. By leading meetings that foster collaboration and open dialogue, Joshua cultivates an environment where feedback is valued, and continuous improvement is a shared goal. His commitment to excellence in customer operations positions Montana State University as a leader in higher education technology services.
