Director, IT Client Services

Pitt Community College • Main Campus, NC

5d • Hybrid

About The Position

Under limited supervision, the Director of IT Client Services is responsible for overseeing the Client Services Technicians and the Assistant Director of Technology Support. This role ensures the effective delivery of IT support services to faculty, staff, and students. The Director of Client Services reports directly to the CIO and provides strategic and operational support to that position.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field
• 5+ years of experience in IT support or client services, with at least 2 years in a managerial role.
• OR any equivalent combination of training and/or work experience that provides the required knowledge, skills and abilities may be considered.
• Strong knowledge of Windows and macOS environments, Microsoft Office 365, and common IT tools.
• Excellent communication and interpersonal skills.
• Proven ability to lead and manage a team.
• Strong problem-solving and decision-making skills.

Nice To Haves

• Master's degree in Information Technology, Computer Science, or related field.
• Experience in an educational or public sector environment.
• Familiarity with ITIL practices and helpdesk ticketing systems.
• Relevant certifications such as CompTIA A+, Network+, ITIL, or similar

Responsibilities

• Manage and lead the staff of Client Services and Technology Support
• Oversee the delivery of HelpDesk and all tiers of support for employees and students.
• Develop and maintain device lifecycle, budgeting, purchasing and replacement plans
• Ensure timely troubleshooting and resolution of IT issues.
• Support campus events and AV equipment in collaboration spaces and classrooms.
• Coordinate with other IT department members to resolve issues and assign tickets.
• Develop and implement IT support policies and procedures.
• Monitor and analyze support metrics to improve service delivery.
• Provide strategic and operational support to the CIO.
• Assist in the planning and execution of IT projects and initiatives.
• Ensure compliance with IT security policies and best practices.
• Assist with management of physical security access systems and controls.

What This Job Offers

• Job Type: Full-time
• Career Level: Director