Director, Client Tech Svcs

Position Title

Director, Client Tech Svcs

Limited

Regular

IT Director I (B)

Develops and directs the implementation of strategic plans for information technology 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.

• Directs strategic information technology planning initiatives and establishes objectives for IT functional departments, units, or programs to ensure appropriate use of financial, administrative, and 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.
• Fundamental knowledge of Artificial Intelligence and its use in the design, function, and development related to system integration.
• Provides leadership and direct supervision of the Client Technology Services team including staff and student employees.
• Recommends hiring, suspension, lay‑off, recall, promotion, evaluation, assignment and discipline for employees directly supervising.
• Directs planning, oversees all activities and delivery of the Client Technology Services (CTS) team including the IT help desk and support for hardware and software.
• Oversees operational prioritization of service requests, incidents, outages, and project work.
• Prioritizes multiple requests for services from a broad constituent base.
• Manages and coordinates the campus student laptop program (eStout).
• Partners with third‑party vendors to support lifecycle management, deployment, exchange, and return of student laptops.
• Collaborates with academic stakeholders to ensure student devices meet the needs of students.
• Leads and participates in project management efforts.
• Serves as primary SME on ITSM platform, its utilization in support of ITIL service management, change management, and continuous improvement.
• Fosters collaboration between IT Consultants, LIT departments and clients.
• Fosters a diverse and inclusive learning and working environment.
• Provides strategic leadership, vision, management and accountability for selection and deployment of institutional technology systems and hardware.
• Stays current with emerging technologies including AI.
• Represents Learning and Information Technology (LIT) on campus, regional, and systemwide committees, meetings, and initiatives.
• Supports divisional leadership initiatives and performs other duties as assigned by the CIO.
• Establishes and leads strategic vision, governance framework, and continuous improvement roadmap for the ITSM platform and service management practices across the department.
• Provides leadership and supervision for ITSM platform administration, guiding configuration and automation.
• Oversees development and management of the IT service catalog and service request workflows.
• Provides strategic ownership and governance of the LIT knowledge base.
• Serves as senior escalation point for complex service management and ITSM platform issues.
• Partners with LIT leadership and operational teams to deliver reporting, dashboards, and analytics to provide actionable insights into service performance and organizational needs.

• Associate degree or equivalent experience.
• 2 years’ experience with management and supervision.
• Experience troubleshooting client technology issues.
• Demonstrated knowledge of endpoint technologies including Mac and Windows devices.
• Demonstrated excellent customer…