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

Job Duties:

• 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.
• Works intimately with the Office of Human Resources to ensure proper on-boarding and off-boarding 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.
• Other activities as assigned. 

Qualifications

• Bachelor’s degree in computer science, information systems, or related field.
• Minimum of three 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 Qualification:

• Master’s degree in Computer Science, Information Technology, or a related field.
• Experience managing help desk operations and developing key performance indicators (KPIs).
• Experience with software license management and vendor relationships.
• ITIL certification