IT Client Services Manager

Overview

Title: IT Client Services Manager

Division: Finance and Administration

Department: Information Technology

FLSA Status: Exempt

Salary Range: Annual Salary

EEO Job Group: 2 E2

The University of Southern Indiana (USI) invites applications for the position of IT Client Services Manager. This leadership role works directly with the Director of Technical Services to deliver IT services to the university community, including students, faculty, and staff. The manager leads a team of IT student workers and a full-time employee who provide technical support and consultation for various IT systems and applications, as well as managing day-to-day operations of the IT Service Desk.

The manager collaborates with other IT managers and stakeholders to ensure the alignment of IT services with the university’s strategic goals and priorities. This role also includes oversight of IT ticketing software used to manage service requests and incident tracking.

• Recruit, hire, train, and supervise 15–20 student workers who provide front-line IT support across multiple campus locations, ensuring consistent service standards and coverage.
• Act as the primary administrator for the Team Dynamix ticketing software, managing system configuration, workflows, and user access.
• Work with administrators to develop and implement service standards, policies, and procedures for IT client services.
• Monitor and report on the quality and effectiveness of the IT support using metrics, feedback, and customer satisfaction surveys.
• Oversee incident management, request fulfillment, and service escalation processes.
• Coordinate and oversee the delivery of IT services to the university community.
• Serve as the primary liaison between the Service Desk and other IT teams to ensure timely resolution of technical issues.
• Identify and implement opportunities for service improvement and automation.
• Coordinate training and documentation for end-users and support staff.
• Manage scheduling, coverage planning, and resource allocation across multiple campus locations.
• Stay abreast of emerging technologies and best practices in IT service management and recommend improvements.
• Ensure compliance with university IT policies and security standards.
• Other duties as assigned.

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field.
• Minimum of three years of experience in IT service management, preferably in a higher education setting.
• Excellent communication, interpersonal, and organizational skills.
• Proven ability to lead teams, manage projects, and deliver high-quality customer service.
• Experience using and managing IT service management (ITSM) tools such as Team Dynamix, Service Now, or similar platforms.
• Demonstrated knowledge of IT service management frameworks such as ITIL, COBIT, or ISO/IEC 20000.
• Demonstrated knowledge of systems such as Windows, Mac, Linux, Office 365, Google Workspace, Zoom, Canvas, Banner, etc.

• Experience working in higher education.
• ITIL certification or familiarity with ITIL framework.
• Experience managing student employees.
• Knowledge of support for enterprise systems such as Microsoft 365, Banner, or Canvas.

• Standard work hours are Monday through Friday, 8:00 a.m. to 4:30 p.m.
• Occasional irregular hours such as evenings and weekends as needed.
• Fast-paced, collaborative environment requiring adaptability and proactive problem-solving.

The University of Southern Indiana is a public higher education institution located on a beautiful 1,400-acre campus in Evansville, IN. We offer employees exceptional benefits! Benefits for this position include:

• Affordable medical, dental, vision, life and short term and long-term disability insurance plans.
• Retirement plan where the University makes the total contribution equivalent to 11% of annual salary.
• Full tuition fee waiver for employees/75% for spouses and dependent children.
• Vacation and sick time
• Holiday pay
• Free access to Recreation, Fitness & Wellness Center.
• Access to on-campus University Health Center and Dental Hygiene Clinic.

For more information about the benefits that USI offers, please visit…