Director of Client Services

Btes•Lewiston, ME

4d•Onsite

About The Position

The Director of Client Services provides leadership and staff supervision for help desk and desktop support services, 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, educates users about technologies and services, assesses service quality, and leads improvements. The role manages Help Desk functions and works collaboratively across Information and Library Services (ILS) and with campus constituencies to deliver effective, timely support and maintain reliable technology services. The Director oversees equipment replacement, computer inventory, digital media technology budgets and inventory, and policies for procuring, installing, and supporting digital media equipment and services. The role designs and implements digital media technology in campus spaces, provides event support, and plans classroom upgrades and renovations. As a member of the ILS Management Team, the Director contributes to functional, organizational, and budgetary goals and represents Client Services in campus renovation and building projects.

Requirements

Experience in technology management and support.
Deep knowledge of Microsoft Windows OS and Macintosh OS.
Experience as an administrator of 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 and educate users about new technologies and services.
Assess service quality and take responsibility for necessary service improvements.
Manage Help Desk functions and supervise staff.
Collaborate with ILS managers to ensure effective, efficient, timely problem resolution, repair services, and information referrals for academic and administrative units.
Track and analyze service use and recommend improvements.
Collaborate with network and infrastructure staff to manage desktop software and hardware configurations, follow up on work orders, and provide high-quality customer service.
Manage equipment replacement programs, including identifying computers for replacement, ordering equipment, scheduling installations, and maintaining the computer inventory.
Develop and implement policies and procedures for procurement, installation, and support of digital media equipment and services.
Manage the budget and inventory of 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 ILS Management Team to support reliable, high-performing, durable products and services and achieve organizational and budgetary goals.
Represent Client Services in renovation and building projects and act as the point of contact for campus Digital Media or AV installations and services.
Manage vendor relations for equipment purchase, installation, repair, and event support.
Make programming and equipment changes to support changing technologies.