Director of Client Support Services

Loyola Marymount University•Lewisboro, NY

13d

About The Position

The LMU Information Technology Services (ITS) team enables technologically rich learning environments, provides effective teaching and scholarship resources, and maintains reliable, accessible, and integrated information systems grounded in the University’s mission. • The encouragement of learning • The education of the whole person • The service of faith and the promotion of justice Under the general direction of the Vice President of Information Technology and Chief Information Officer (CIO), the Director of Client Support Services provides strategic leadership and operational oversight for the Service Desk, Desktop Engineering & Support (Field Services), Learning Spaces & Classroom Support, Campus Audio/Visual & Event Technology, and IT Asset Management functions. The Director ensures the delivery of modern, client-centered technology support experiences that enable excellence in teaching, learning, research, and university operations. The Director advances IT Service Management (ITSM) maturity, promotes continuous improvement, and builds strong partnerships across academic and administrative units to align technology services with institutional goals. Position Specific Responsibilities/Accountabilities: Executive Leadership Promote and facilitate modern and reliable client centric experiences resulting from a highly integrated and effective client support team. Guide and support managers and supervisors across all teams to foster a culture of accountability, collaboration, professional growth, and service excellence. Build and maintain collaborative relationships with ITS peers, academic leadership, administrative units, libraries, and auxiliary services to align technology support with evolving institutional needs. Identify opportunities for service modernization, automation, and experience enhancement including leveraging data, metrics, and emerging best practices to improve outcomes. Participate in ITS departmental planning, policies, and procedures development, and decision-making. Establish and track departmental goals and objectives considering emerging trends and customer satisfaction in order to guide future programs and initiatives. Develop and manage departmental budgets and strategic vendor relationships to ensure effective resource utilization, cost optimization, and service quality. Drive adoption of ITIL-based service management processes including Incident, Request, Change Enablement, Asset Management, and Continual Improvement to improve operational efficiency, transparency, and customer satisfaction. Service Desk Management: Direct the strategic evolution of Tier 1 support operations ensuring timely resolution, effective self-service capabilities, knowledge management, and frictionless support experiences for the LMU community. Ensure that the Service Desk proactively contributes to the promotion and adoption of ITS services and products. Desktop Engineering and Support (Field Services): Ensure effective endpoint lifecycle management, device standards, deployments, and on-site support enabling secure, reliable technology access for faculty, staff, and students. Computer Lab Support: Oversee the strategic direction of the Computer Lab Support team to ensure students and faculty have access to the technology and technical support that they need to facilitate teaching and learning. Learning Spaces & Event Technology: Oversee classroom, lab, and campus event technology services to deliver world-class learning environments and high-quality A/V experiences that reflect LMU’s commitment to excellence. Manage IT Asset & Lifecycle Stewardship: Lead the strategic management of hardware, software, and printer assets — promoting financial stewardship, security, compliance, and operational effectiveness. Other Duties Represent LMU within internal and external communities and at professional organizations or associations, serve on committees as required. Perform other duties as assigned or requested. Loyola Marymount University Expectations Exhibit behavior that supports the mission, vision, and values of the university. Communicate and employ interpersonal actions that model high standards of professional, responsible, accountable, and ethical conduct. Demonstrate a commitment to outstanding customer service.

Requirements

A bachelor’s degree in Information Technology, Computer Science, or a related field.
Minimum of 5 years of experience in IT support services, with at least 2 years in a managerial role.
Strong leadership and team management skills.
Excellent problem-solving and analytical abilities.
Effective communication and interpersonal skills.

Nice To Haves

Knowledge of ITIL or other IT service management frameworks is a plus.

Responsibilities

Promote and facilitate modern and reliable client centric experiences resulting from a highly integrated and effective client support team.
Guide and support managers and supervisors across all teams to foster a culture of accountability, collaboration, professional growth, and service excellence.
Build and maintain collaborative relationships with ITS peers, academic leadership, administrative units, libraries, and auxiliary services to align technology support with evolving institutional needs.
Identify opportunities for service modernization, automation, and experience enhancement including leveraging data, metrics, and emerging best practices to improve outcomes.
Participate in ITS departmental planning, policies, and procedures development, and decision-making.
Establish and track departmental goals and objectives considering emerging trends and customer satisfaction in order to guide future programs and initiatives.
Develop and manage departmental budgets and strategic vendor relationships to ensure effective resource utilization, cost optimization, and service quality.
Drive adoption of ITIL-based service management processes including Incident, Request, Change Enablement, Asset Management, and Continual Improvement to improve operational efficiency, transparency, and customer satisfaction.
Direct the strategic evolution of Tier 1 support operations ensuring timely resolution, effective self-service capabilities, knowledge management, and frictionless support experiences for the LMU community.
Ensure that the Service Desk proactively contributes to the promotion and adoption of ITS services and products.
Ensure effective endpoint lifecycle management, device standards, deployments, and on-site support enabling secure, reliable technology access for faculty, staff, and students.
Oversee the strategic direction of the Computer Lab Support team to ensure students and faculty have access to the technology and technical support that they need to facilitate teaching and learning.
Oversee classroom, lab, and campus event technology services to deliver world-class learning environments and high-quality A/V experiences that reflect LMU’s commitment to excellence.
Lead the strategic management of hardware, software, and printer assets — promoting financial stewardship, security, compliance, and operational effectiveness.
Represent LMU within internal and external communities and at professional organizations or associations, serve on committees as required.
Perform other duties as assigned or requested.
Exhibit behavior that supports the mission, vision, and values of the university.
Communicate and employ interpersonal actions that model high standards of professional, responsible, accountable, and ethical conduct.
Demonstrate a commitment to outstanding customer service.