Assistant Director of Client Services

Commonwealth of Massachusetts•Haverhill, MA

6d•$95,000 - $100,000•Hybrid

About The Position

Northern Essex Community College (NECC) serves more than 5,000 students annually across its campuses in Haverhill and Lawrence, Massachusetts. Recognized as one of the 2026 Most Promising Places to Work in Community Colleges, NECC is committed to fostering a diverse, equitable, and inclusive workplace. The college plays a vital role in strengthening the region through workforce development, expanded access to affordable higher education, increased degree attainment, and strong partnerships with businesses. NECC employees are united by a shared commitment to expanding access to educational opportunities, supporting students, and preparing graduates for long-term success. The college invests in its people through ongoing professional development opportunities, collaborative leadership, and a supportive work environment. The Assistant Director of Client Services provides leadership and operational oversight for the College's Service Desk and client support operations across both the Haverhill and Lawrence campuses. This role is responsible for ensuring high-quality, responsive, and customer-focused IT support services for faculty, staff, and students. The Assistant Director supervises Service Desk personnel and coordinates daily support activities, spending three (3) days per week at the Lawrence Campus and two (2) days per week at the Haverhill Campus. This position works closely with infrastructure, systems, and academic technology teams to ensure effective incident resolution, service delivery, and continuous improvement of IT support services.

Requirements

Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.
Five (5) years of experience in IT support or service desk operations.
Two (2) years of supervisory experience in a Union Environment
Strong knowledge of IT service management principles
Excellent communication and customer service skills
All candidates must have legal authorization to work in the United States. Northern Essex Community College does not provide employment-based visa sponsorship.
Employment is contingent upon the successful completion and review of a background check which will include CORI (Criminal Offender Record Information) and SORI (Sex Offender Registry Information).

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
Mange IT inventory for end user devices
Develop road map for equipment lifecycle management