Assistant Director of Client Services
About The Position
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
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 road map for equipment lifecycle management
Benefits
- competitive health insurance
- dental insurance
- basic life insurance
- long-term disability insurance
- paid sick leave
- paid vacation leave
- paid personal leave
- educational benefits for employee/spouse/dependents
- excellent retirement benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
