Assistant Director of Client Services
About The Position
The Assistant Director of Client Services provides leadership and operational oversight for Northern Essex Community College's Service Desk and client support operations across its Haverhill and Lawrence campuses. The role ensures responsive, customer-focused IT support for faculty, staff, and students, supervises Service Desk personnel, and coordinates daily support activities. The position is scheduled at the Lawrence Campus three days per week and at the Haverhill Campus two days per week, and works closely with infrastructure, systems, and academic technology teams to support incident resolution, service delivery, and continuous improvement.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
- Five years of experience in IT support or service desk operations.
- Two years of supervisory experience in a union environment.
- Strong knowledge of IT service management principles.
- Excellent communication and customer service skills.
- Legal authorization to work in the United States; the College does not provide employment-based visa sponsorship.
- Successful completion and review of a background check, including CORI and SORI.
- Cover letter describing qualifications and suitability for the role, and a resume/CV are required to apply.
Nice To Haves
- Experience in a higher education IT environment.
- Familiarity with ITSM tools.
- Experience supporting Windows, macOS, and mobile devices.
- ITIL Foundation certification.
- Bilingual Spanish/English.
- Experience working with and supporting a culturally diverse population.
Responsibilities
- Supervise and provide direction to Union Service Desk staff across both campuses.
- Manage staff scheduling, coverage, performance evaluations, and professional development.
- Foster a customer-service-oriented culture focused on responsiveness and user satisfaction.
- Serve as an escalation point for complex or high-priority support issues.
- Oversee daily Service Desk operations, including ticket intake, triage, escalation, and resolution.
- Ensure timely and effective resolution of incidents and service requests.
- Monitor service metrics and implement improvements.
- Develop and maintain Service Desk procedures and documentation.
- Ensure consistent, high-quality IT support across environments.
- Coordinate support for endpoint devices, classrooms, labs, and user-facing technologies.
- Collaborate with endpoint, infrastructure, and security teams.
- Coordinate support coverage between campuses.
- Act as a liaison between IT teams and stakeholders.
- Participate in project planning and implementation.
- Manage Labstats for usage of shared devices.
- Maintain IT service management processes and documentation.
- Manage IT inventory for end-user devices.
- Develop a roadmap for equipment lifecycle management.
Benefits
- Competitive health insurance
- Dental insurance
- Basic life insurance
- Long-term disability insurance
- Paid sick, vacation, and personal leave
- Educational benefits for employee, spouse, and dependents
- Retirement benefits
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What This Job Offers
Job Type
Full-time
Career Level
Manager
