Director, Client Tech Svcs

Position Title

Director, Client Tech Svcs

Job Category

Limited

Employment Type

Regular

Job Profile

IT Director I (B)

Job Responsibilities

• Develop and direct the implementation of strategic plans for IT functional departments, units, or programs to ensure effective use of resources aligned with organizational goals.
• Create operating policies and procedures that comply with regulations, institutional policies, and unit objectives.
• Exercise supervisory authority over at least 2.0 FTE employees, including hiring, performance management, discipline, and approval of hours worked.
• Manage or develop the unit budget and/or financials.
• Serve as a liaison representing unit interests to internal and external stakeholders.
• Assist the division’s IT director in advising institutional or divisional leadership on IT operations and business models.
• Maintain foundational knowledge of Artificial Intelligence and its application to system integration.

Additional Responsibilities

Supervision

• Lead and supervise the Client Technology Services team, including staff and student employees.
• Oversee planning, prioritization, and delivery of the CTS team’s services, including help desk, hardware, and software support.
• Prioritize multiple service requests and incidents to ensure timely and effective service delivery.

eStout Management

• Coordinate the campus student laptop program, managing lifecycle, deployment, exchange, and return of student laptops.
• Partner with vendors and stakeholders to meet student device needs and enhance the student experience.
• Lead project management efforts related to the student laptop program.

Leadership

• Act as subject‑matter expert on ITSM platform and ITIL service management for the university.
• Foster collaboration among IT consultants, LIT departments, and clients.
• Support a diverse, inclusive learning and working environment.
• Provide strategic leadership for selection, deployment, and governance of institutional technology systems and hardware.
• Stay informed about emerging technologies, including AI, and promote innovation.
• Represent LIT on campus, regional, and systemwide committees and initiatives.
• Support divisional leadership initiatives and additional duties assigned by the CIO.

IT Service Management (ITSM) Strategy and Governance

• Define and lead the strategic vision, governance, and continuous improvement roadmap for ITSM platform and practices.
• Supervise ITSM platform administration, guiding configuration, automation, and capability expansion.
• Oversee development and management of the IT service catalog and request workflows for scalable service delivery.
• Govern the LIT knowledge base, ensuring quality, accessibility, and user feedback integration.
• Act as senior escalation point for complex service management and ITSM platform issues.
• Partner with leadership to deliver reporting, dashboards, and analytics on service performance and organizational needs.

Compensation and Benefits

Competitive salary commensurate with qualifications and experience. Salary range: $75,000‑$87,000.

Includes participation in the Wisconsin State retirement plan and a comprehensive benefits package offering health, dental, vision, and other employee benefits.

Required Qualifications

• Associate degree or equivalent experience.
• At least 2 years of management and supervisory experience.
• Experience troubleshooting client technology issues.
• Knowledge of endpoint technologies, including Mac and Windows devices.
• Excellent customer‑service skills with internal and external stakeholders.
• Strong interpersonal and communication skills.
• Strong analytical and problem‑solving skills.
• Fundamental knowledge of Artificial Intelligence concepts and its application across the institution.

Preferred Qualifications

• Bachelor’s degree by the start of employment.
• K‑12 or higher‑ed experience.
• Service Management experience (e.g., ITIL).
• Experience managing or serving as a senior member of an IT help/service desk.
• Experience with performance management and leadership techniques.
• Excellent organizational skills.
• Ability to communicate and collaborate across varying technical skill levels.
• Experience developing, delivering, and updating user documentation and training materials.
• Ability to use metrics for realistic resource planning and measurable objectives.
• Ability to prioritize multiple service requests from a broad constituent base.
• Experience with vendor relationships, procurement, and asset management.

Equal Opportunity Employer Statement

UW‑Stout is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, status as a protected veteran, or any other bases protected by applicable federal or State law and UW System policies.

#J-18808-Ljbffr