Director, Client Tech Svcs

Current Employees:
If you are currently employed at any of the Universities of Wisconsin, log in to Workday to apply through the internal application process.


Position Title:
Director, Client Tech Svcs


Job Category:
Limited


Employment Type:
Regular


Job Profile:
IT Director I (B)


Job Duties:

Develops and directs the implementation of strategic plans for information technology (IT) functional department(s), unit(s), or program(s) to ensure that resources are utilized to provide effective administrative, research, outreach, and/or instructional information technology services. May directly manage IT services.

Job Responsibilities

• Directs strategic information technology planning initiatives and establishes objectives for IT functional department(s), unit(s), or program(s) to ensure appropriate use of financial, administrative, staffing resources in alignment with the strategic plan
• Develops operating policies and procedures to comply with regulations, institutional policies, and unit objectives
• Exercises supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2.0 full-time equivalent (FTE) employees
• May develop and audit the unit budget and/or financials
• Serves as a liaison representing the interests of the unit to internal and external stakeholders
• Frequently assists the division's IT director in advising institutional or divisional leadership on information technology operations and business models
• May perform manager functions
• A fundamental knowledge of Artificial Intelligence and its use in the design, function, and development related to system integration.

Additional Responsibilities

Supervision

• Provide leadership and direct supervision for the Client Technology Services team including staff and student employees.

• Recommend hiring, suspension, lay off, recall, promotion, evaluation, assignment and discipline of those employees directly supervising.

• Direct the planning, oversee all activities and delivery of Client Technology Services (CTS) team including the IT help desk and support for hardware and software for personal computer systems, printers, network distribution, and specialized electronic services.

• Oversee operational prioritization of service requests, incidents, outages, and project work to ensure effective and timely service delivery
• Prioritize multiple requests for services from a broad constituent base including help requests, projects, outages, incidents.

eStout Management

• Manage and coordinate the campus student laptop program (eStout.)

• Partner with third-party vendors and campus stakeholders to support lifecycle management, deployment, exchange, and return of student laptops while keeping the student experience in mind.

• Collaborate with academic stakeholders to ensure student devices meet the needs of UW-Stout students in their respective academic programs.

• Lead and participate in project management efforts.

Leadership

• Serve as primary subject matter expert (SME) on ITSM platform, its utilization in support of ITIL service management in LIT, and in change management and continuous improvement.

• Foster collaboration between IT Consultants, LIT departments and clients.

• Foster a diverse and inclusive learning and working environment.

• Provide strategic leadership, vision, management and accountability for selection and deployment of institutional technology systems and hardware.

• Stay current with emerging technologies including AI and keep the university as close to state-of-the-art as feasible.

• Represent Learning and Information Technology (LIT) on campus, regional, and systemwide committees, meetings, and initiatives.

• Support divisional leadership initiatives and perform other duties as assigned by the CIO.

IT Service Management (ITSM) Strategy and Governance

• Establish and lead the strategic vision, governance framework, and continuous improvement roadmap for the ITSM platform and service management practices across the department.
• Provide leadership and supervision for ITSM platform administration, guiding platform configuration,…