Director of Client Services

Bates College•Lewiston, ME

5d•$106,779 - $122,033•Onsite

About The Position

The Director of Client Services provides leadership and staff supervision for help desk services, desktop support, classroom technologies, campus presentation spaces, event support, technology purchases, and the College’s computer replacement program. The Director establishes goals and approaches for classroom and office technology support, assesses service quality, and leads improvements. The role collaborates with Information and Library Services managers, network and infrastructure staff, faculty, committees, campus constituencies, vendors, and other partners to deliver reliable, effective technology services and support.

Requirements

Experience in technology management and support.
Deep knowledge of Microsoft Windows and Macintosh operating systems.
Experience administering JAMF and Intune.
Ability to manage a limited budget amid externally driven cost increases.
Commitment to equity and inclusion and to serving a culturally and educationally diverse community.
Successful supervisory experience.
Ability to communicate and work effectively in a collaborative environment.
Strong organizational and interpersonal skills.
Strong time and task management skills.
Ability to provide strong leadership under stressful conditions.
Demonstrated record of successful project management.
Awareness of technology support issues in an academic context.
Awareness of technology service standards, such as ITIL, and their application in higher education.

Nice To Haves

Undergraduate degree or equivalent experience preferred.

Responsibilities

Establish goals and approaches for classroom and office technology support, educate users about technologies and services, assess service quality, and lead necessary improvements.
Manage Help Desk functions and supervise staff, collaborating with Information and Library Services managers to ensure timely problem resolution, repair service, and information referrals across academic and administrative units.
Track and analyze service usage and recommend improvements.
Collaborate with network and infrastructure staff to manage desktop software and hardware configurations, follow up on hardware and software work orders, and provide high-quality customer service.
Manage equipment replacement programs, determine replacement priorities with Information and Library Services managers, order equipment, and schedule installations.
Maintain the computer inventory and ensure computers are replaced according to the scheduled program.
Develop and implement policies and procedures for procurement, installation, and support of digital media equipment and services.
Manage the budget and inventory for campus digital media technologies.
Design, plan, and implement digital media technologies in campus spaces in coordination with campus constituencies.
Plan and implement event support in coordination with campus constituencies.
Plan and implement classroom upgrades and renovations in consultation with faculty and the Campus Classroom Committee.
Serve on the Information and Library Services Management Team to support reliable, high-performing, durable products and services and achieve functional, organizational, and budgetary goals.
Represent Client Services in renovation and building projects and serve as the point of contact for campus digital media and audiovisual installations and services.
Manage vendor relationships for equipment purchases, installation, repair, and event support.
Make programming and equipment changes to support changing technologies.