Director, Client Tech Svcs

Universities of Wisconsin•Menomonie, WI

1d•$75,000 - $87,000

About The Position

Develops and directs the implementation of strategic plans for information technology (IT) functional department(s), unit(s), or program(s) to ensure that resources are utilized to provide effective administrative, research, outreach, and/or instructional information technology services. May directly manage IT services. Client Technology Services (CTS) serves as the primary contact point for Learning and Information Technology (LIT) services, providing both online and in-person technical support and consultation. CTS is committed to connecting students, staff, and faculty with resources, tools, and guidance essential for fulfilling their technological needs. CTS also oversees the eStout Laptop Program, which equips students with the necessary hardware, software, and support services to ensure our digital environment aligns with their academic success. CTS also takes pride in hosting the Student Technological Assistance and Resources (STAR) team: this independently managed student group plays a vital role in sustaining campus and eStout technology by providing an expansive range of invaluable support services.

Requirements

Associate degree or equivalent experience.
2 years’ experience with management and supervision.
Experience troubleshooting client technology issues.
Demonstrated knowledge of endpoint technologies including Mac and Windows devices.
Demonstrated excellent customer service skills when working with internal and external stakeholders.
Demonstrated strong interpersonal and communication skills.
Strong analytical and problem-solving skills.
Fundamental knowledge of Artificial Intelligence (AI) concepts and the ability to evaluate and apply AI-enabled tools across the institution.

Nice To Haves

Bachelor’s degree by the start of employment.
K12 or higher-ed experience.
Service Management experience e.g., ITIL.
Experience managing or serving as a senior member of an Information Technology Help/Service Desk.
Experience with performance management and leadership techniques.
Demonstrated excellent organizational skills.
Ability to communicate and collaborate with people of varying levels of technical skills.
Experience developing, delivering, and updating user documentation and training materials.
Ability to use metrics to provide realistic resource requirements and create measurable objectives.
Ability to prioritize multiple requests for services from a broad constituent base.
Experience with vendor relationships, procurement, and asset management.

Responsibilities

Directs strategic information technology planning initiatives and establishes objectives for IT functional department(s), unit(s), or program(s) to ensure appropriate use of financial, administrative, staffing resources in alignment with the strategic plan
Develops operating policies and procedures to comply with regulations, institutional policies, and unit objectives
Exercises supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2.0 full-time equivalent (FTE) employees
May develop and audit the unit budget and/or financials
Serves as a liaison representing the interests of the unit to internal and external stakeholders
Frequently assists the division's IT director in advising institutional or divisional leadership on information technology operations and business models
May perform manager functions
Provide leadership and direct supervision for the Client Technology Services team including staff and student employees.
Recommend hiring, suspension, lay off, recall, promotion, evaluation, assignment and discipline of those employees directly supervising.
Direct the planning, oversee all activities and delivery of Client Technology Services (CTS) team including the IT help desk and support for hardware and software for personal computer systems, printers, network distribution, and specialized electronic services.
Oversee operational prioritization of service requests, incidents, outages, and project work to ensure effective and timely service delivery
Prioritize multiple requests for services from a broad constituent base including help requests, projects, outages, incidents.
Manage and coordinate the campus student laptop program (eStout.)
Partner with third-party vendors and campus stakeholders to support lifecycle management, deployment, exchange, and return of student laptops while keeping the student experience in mind.
Collaborate with academic stakeholders to ensure student devices meet the needs of UW-Stout students in their respective academic programs.
Lead and participate in project management efforts.
Serve as primary subject matter expert (SME) on ITSM platform, its utilization in support of ITIL service management in LIT, and in change management and continuous improvement.
Foster collaboration between IT Consultants, LIT departments and clients.
Foster a diverse and inclusive learning and working environment.
Provide strategic leadership, vision, management and accountability for selection and deployment of institutional technology systems and hardware.
Stay current with emerging technologies including AI and keep the university as close to state-of-the-art as feasible.
Represent Learning and Information Technology (LIT) on campus, regional, and systemwide committees, meetings, and initiatives.
Support divisional leadership initiatives and perform other duties as assigned by the CIO.
Establish and lead the strategic vision, governance framework, and continuous improvement roadmap for the ITSM platform and service management practices across the department.
Provide leadership and supervision for ITSM platform administration, guiding platform configuration, automation, and capability expansion to support evolving service delivery needs.
Oversee the development and management of the IT service catalog and service request workflows to ensure consistent, scalable service delivery and strong self-service capabilities.
Provide strategic ownership and governance of the LIT knowledge base, including oversight of content lifecycle, quality standards, and user access; drive adoption and continuous improvement through training, communication, and performance monitoring; ensure timely review and updating of articles, approve content changes, respond to contributor needs, and incorporate user feedback to enhance accuracy, usability, and value across the University.
Serve as the senior escalation point for complex service management and ITSM platform issues while ensuring effective processes for incident, request, and service delivery management.
Partner with LIT leadership and operational teams to deliver reporting, dashboards, and analytics that provide actionable insights into service performance and organizational needs.

Benefits

Competitive salary commensurate with the qualifications and experience.
The Universities of Wisconsin provides an excellent benefits package, including participation in the Wisconsin State retirement plan, demonstrating our commitment to the diverse needs of our employees.

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