Senior Director, Client Services

Bentley University • Waltham, MA

19d • Hybrid

About The Position

The Senior Director of Client Services leads a comprehensive client services strategy aligned with university and IT goals. This role fosters a collaborative, service-oriented culture focused on responsiveness and user satisfaction, ensuring faculty, staff, and students receive high-quality, innovative IT support that enhances teaching, learning, research, and administration. This position collaborates with stakeholders across the Bentley community.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 10+ years of experience in IT service management, desktop support, or client services, with at least 5 years of experience in a senior leadership role with proven experience in building and managing teams.
• Proven track record of leading large-scale IT operations and transformation initiatives.
• Strong knowledge of desktop technologies, service desk platforms (e.g., ServiceNow), collaboration tools, and endpoint management tools.
• Excellent leadership, communication, and stakeholder management skills.
• Strong personnel management, analytical, workflow analysis, and project management skills.
• Ability to manage a dynamic environment, handle time pressure, resource management, and shifting priorities.

Nice To Haves

• Master’s degree preferred.

Responsibilities

• Develop and implement client services strategies aligned with the university’s mission and IT strategic plan.
• Lead transformation initiatives to modernize end-user support, including automation, self-service, and digital experience enhancements.
• Provide subject matter expertise in end-user computing, support technologies, collaboration tools, automation, and identity and access management.
• Serve as business owner for Microsoft Office suite (including AI offerings), end-user device purchasing/support, and identity/access management solutions.
• Oversee data capacity management and strategic direction for data footprint growth.
• Oversight of productivity software enterprise licensing, endpoint security/compliance, and NOC escalations.
• Develop training programs and support services for faculty, staff, and students.
• Foster a collaborative, service-oriented culture focused on accountability and user satisfaction.
• Oversee the implementation, support, and maintenance of client services systems and tools.
• Ensure service levels are met, taking corrective action and driving efficiency improvements as needed.
• Manage escalation procedures to ensure timely resolution of complex service requests.
• Serve as the primary liaison between IT Services and the campus community for support-related issues.
• Manage team resources, projects, and budgets to support operational goals.
• Modernize asset management and lifecycle replacement process for client computing equipment and end point devices.
• Build and maintain relationships with external technology vendors.
• Define and implement key performance indicators (KPIs) and service quality measures.
• Ensure all support activities comply with university policies, cybersecurity standards, data privacy, and accessibility requirements.
• Participate in disaster recovery planning and incident response coordination.
• Direct and manage a large staff of professionals.
• Responsible for effective staff management, including hiring and orientation, training and development, workflow and performance management, and the promotion of an inclusive and innovative work environment.
• Foster a culture of accountability, continuous improvement, and customer-centricity.
• Work across the community to translate technical services needs into systems requirements and scoping and identify feasible solutions.
• Participate in cross-functional management teams and projects.
• Collaborate with IT departments and university divisions to deliver client service solutions

Benefits

• At Bentley we offer a “ total rewards ” package designed to attract, motivate, retain, and reward our employees. This includes competitive compensation, robust benefits, career development and opportunities, generous paid time off, workplace flexibility and a positive, engaging employee experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 1,001-5,000 employees