Director of Client Services

Director of Client Services in the Division of Information Technology (DoIT) is a strategic leader responsible for overseeing a team that provides a comprehensive range of IT support services to the university community. This role is focused on delivering a positive and efficient user experience by managing IT services and fostering strong communication with faculty, staff, and students. This is a full-time onsite position reporting to the Assistant Vice President for Information Technology.
Overview

Key responsibilities include leading the Client Services unit, ensuring effective help desk operations, and aligning services with the university’s mission and goals.
Responsibilities

Oversee the daily operations of the Client Services unit, including help desk services, PC labs, print management, desktop workstation deployment and maintenance.
Develop and implement key performance indicators (KPIs) to measure the effectiveness of the help desk and other client services.
Manage software licenses and relationships with vendors. Act as the division’s inventory manager of technology assets.
Collaborate with the Office of Human Resources to ensure proper onboarding and offboarding of personnel.
Manage IT Title III activities to ensure compliance with federal regulations and achievement of program goals.
Oversee IT governance initiatives and policies.
Work with DoIT colleagues to develop and implement communication strategies to keep the user community informed about IT services and initiatives.
Provide leadership and direction to the Client Services team, fostering a culture of collaboration, communication, and continuous improvement.
Collaborate with faculty, staff, and students to identify technology needs and determine how DoIT can support academic programs and initiatives to ensure that Client Services is aligned with the university’s mission and goals.
Other duties as assigned by management.
Qualifications

Bachelor’s degree in computer science, information systems, or related field.
Minimum of three (3) years experience in a leadership role within IT Service Delivery or Client Services.
Proven experience in managing and supervising a team of IT professionals.
Strong understanding of higher education IT infrastructure and support needs.
Excellent communication, interpersonal, and problem-solving skills.
Ability to build and maintain strong relationships with internal and external stakeholders.
Experience with project management methodologies.
Preferred qualifications: Master’s degree in Computer Science, Information Technology, or a related field.
Experience managing help desk operations and developing KPIs.
Experience with software license management and vendor relationships.
ITIL (Information Technology Infrastructure Library) certification.

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