Director of Client Services

Position Purpose:

The Director provides leadership and staff supervision for help desk services desktop support services classroom technologies campus presentation spaces event support technology purchases and overall management for the Colleges computer replacement program.

Job Duties:

• Establishes overall goals and approaches for classroom and office technology support and looks for ways to educate users about new technologies and services. Assesses the quality of services and takes responsibility for necessary improvements.
• Manages Help Desk functions and supervises staff. Works collaboratively with all ILS managers to ensure effective efficient and timely problem resolution repair service and information referrals for all academic and administrative units of the College.
• Responsible for tracking and analyzing use of services and making appropriate recommendations for improvements to service.
• Works collaboratively with network and infrastructure staff and others to ensure efficient management of desktop software and hardware configurations effective follow up on work orders for hardware and software problems and high quality customer service.
• Manages equipment replacement programs. Works collaboratively with all ILS managers to determine which computers should be replaced orders the necessary equipment and schedules the installations.
• Oversees the maintenance of the computer inventory and ensures that all computers are replaced according to the scheduled replacement program.
• Provides leadership in developing and implementing policies and procedures for the procurement installation and support of all digital media equipment and services.
• Responsible for budget and inventory of all digital media technologies on campus.
• Designs plans and implements digital media technologies in campus spaces in coordination with campus constituencies.
• Plans and implements event support in coordination with campus constituencies.
• Plans and implements classroom upgrades and renovations in consultation with faculty and the Campus Classroom Committee.
• Acts as a member of the Information and Library Services Management Team to ensure the reliability performance and durability of products and services and to achieve functional organizational and budgetary goals.

Additional Job Functions:

• Represents Client Services in all renovation and building projects serving as the point of contact for all Digital Media or AV installations and services on campus.
• Manages vendor relations for equipment purchase installation repair and event support.
• Makes programming and equipment changes to support changing technologies.

Minimum Qualifications:

Education

Undergraduate degree or equivalent experience preferred.

Experience

• 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 with demand by external forces for increased costs.

Skills and Knowledge

• Commitment to equity and inclusion and serving the needs of 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 (ITIL etc.) and their application in higher education.

Benefits:

Hiring Range:The hiring range for this position is $106779 to $122033. Placement within the range depends on experience and other factors.