Director Client Support Services

Director Client Support Services

Position Title:

Director Client Support Services
Department/College:
Client Support Services
Posting Number: 00506
FLSA:
Exempt
Full or Part Time:
Full-Time (Other Temporary No)
If Temporary, number of months: N/A

Directs technical staff to develop and execute the delivery of technology support services that enable and empower students, faculty, and staff in their use of desktop computing, academic computing labs, instructional classrooms, campus presentation and performance venues, and technology help desk services. Serves as the primary end‑user advocate to ensure all client‑serving technology resources are coordinated effectively.

• Direct Client Support staff in the daily technology support and operations required for the delivery of instruction online and on‑ground
• Work closely with ITS and ATLIS directors to coordinate the development and delivery of all information and communication technologies for the university
• Oversee the learning management system including technical implementation and course delivery operations
• Provide leadership in the selection, implementation, and management of academic and administrative desktop computing resources including hardware, software, and peripherals
• Create and maintain best practices, develop and implement operational procedures, and drive continuous improvement in client satisfaction and service delivery.
• Establish performance standards and track key metrics to evaluate the effectiveness of client service efforts and identify areas for growth.
• Manage campus‑wide desktop computing and academic software licenses
• Ensure desktop software implementation and delivery align with the central systems requirements
• Develop and establish baseline technologies for presentation and performance venues that are easily accessed and used by both the university employees and guests
• Develop a campus technology delivery plan in coordination with the director of information technology services
• Coordinate the employee technology resource onboarding orientation process
• Direct help desk services and support to appropriately align resources required to meet standing service level goals
• Align operational plans that directly support course delivery and classroom instructional technology innovations developed in ATLIS.
• Recommend and develop training and resources for employee professional development in the use and application of computing and instructional technologies
• Work closely with both administrative and academic leadership to nurture the ongoing development of knowledge and understanding of end‑user computing needs
• Work closely with the university Student Success Center to understand the technologies and services required for student success
• Manage the desktop and instructional technology budgets
• Develop and maintain the department's annual assessment plan and report by setting goals, measuring outcomes, and using results for improvement
• Promote the ongoing improvement in the user experience with technology
• Perform other duties as assigned

• Master's degree
• At least 10 years of experience supporting the use and delivery of information technologies in higher education
• Strong knowledge and experience in instructional technology support
• Strong skills in using and managing desktop technology support
• Experience with directing technical staff in an environment with competing priorities
• Excellent oral and written communication skills and the ability to communicate effectively with both technical and non‑technical staff
• Knowledge and experience with learning management systems and course delivery

• Information Technology Infrastructure Library (ITIL) certificate or other IT Service Management (ITSM) certificate, or obtain within 12 months of employment
• Experience working with academic leadership and faculty to formulate and implement instruction technologies and professional development resources.

• Must be able to remain in a stationary position for 65% of the time
• Must be able to adjust or move objects up to 25 pounds in all directions
• Requires frequent communication…