Director of Client Services
About The Position
Reporting to the Assistant Vice President and Chief Information Officer, the Director of Client Services provides strategic leadership and operational oversight for the Client Services unit within the Office of Information Technology. The role ensures secure, reliable, customer-focused technology services supporting faculty, staff, and students. Responsibilities include directing endpoint management, IT service delivery, technical support operations, software procurement, vendor and contract management, technology asset lifecycle processes, software licensing compliance, contract negotiations and renewals, and service agreements with technology vendors including Microsoft and Apple. The Director manages computer distribution, inventory, end-user support, and the Client Services budget, aligning resources, services, and technology initiatives with organizational goals and strategic priorities.
Requirements
- Bachelor's degree in Computer Science or a related discipline from an accredited institution.
- At least 5 years of experience in a technology-related field.
- At least 3 years of experience in information technology administration or supervisory capacities.
- Demonstrated management and leadership capabilities.
- Help desk experience and ability to provide technical and end-user support.
- Ability to work effectively individually and in teams toward a common goal.
- Ability to communicate effectively with technical and non-technical personnel and computer users from different backgrounds and disciplines.
- Reliability, punctuality, and dependability.
- Technology skills including the MS Office suite, videoconferencing software, digital records management systems, general operating systems, and data information systems.
Nice To Haves
- Experience in an information technology administration or supervisory capacity in higher education.
- Master's degree in Computer Science, management, leadership, or a related discipline from an accredited institution.
- Two years of work experience in a higher education setting or environment.
- Working knowledge and demonstrable experience in computer security and disaster recovery procedures.
- Working knowledge and demonstrable experience with antivirus software.
- Demonstrable knowledge of the current state of information technology.
- Ability to think and work effectively under pressure.
- Demonstrated commitment to inclusive excellence.
- Working knowledge of current AI technologies and tools, including generative AI, and ability to use them securely in accordance with organizational data protection and other institutional policies.
- Conversational ability or fluency in a language other than English.
Responsibilities
- Provide leadership and management of the Client Services unit and its staff.
- Supervise, assign work to, and evaluate the job performance of unit staff.
- Develop and manage the Client Services unit budget.
- Assist budget managers and departments in developing the annual Technology Plan.
- Create and oversee technology project plans, including Technology Access Fee projects.
- Maintain and manage the college-wide computer rotation plan.
- Manage Microsoft Intune policies, device enrollment, application deployment, and endpoint compliance across the organization.
- Manage and administer cloud-based platforms for software licensing, endpoint protection, user access, and service delivery.
- Negotiate technology purchases, software licensing agreements, and vendor contracts to maximize value and ensure compliance.
- Collaborate with Infrastructure and Security teams on disaster recovery and endpoint security initiatives.
- Provide oversight and strategic direction for IT Help Desk operations.
- Assist the Chief Information Officer in providing strategic leadership and governance for the AI Oversight and Planning Committee, supporting organizational AI initiatives.
- Maintain custodial oversight of organizational technology assets to ensure security, accountability, and policy compliance.
- Manage and provide technical support for users, computers, related devices, and software at the main campus and off-site locations.
- Guide and coordinate the acquisition and implementation of computer resources and services.
- Collaborate with the Director of Purchasing, TBR, software developers, and vendors to negotiate software license agreements and purchases.
- Analyze and resolve computer and computer-related issues, or recommend solutions.
- Maintain and enforce policies, procedures, and software license agreements.
- Maintain a proactive working relationship with functional users, other unit directors, and IT coworkers.
- Complete other assignments as directed by supervision.
Benefits
- Employee benefits are offered; the posting directs applicants to the college's Total Compensation Calculator for a breakdown of their value.
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What This Job Offers
Job Type
Full-time
Career Level
Director
