Director of Client Services & Telecommunications

Position Description

The Director of Client Services & Telecommunications provides strategic leadership and operational oversight for Manhattan University's end-user technology services, ensuring the delivery of responsive, high-quality support to faculty, staff, and students.

This position is responsible for leading the University's client services function, including the Help Desk, desktop support operations, student technology support program, telecommunications services, and end-user training initiatives.

The Director supervises the Help Desk Manager, IT Operations Specialist, and IT Support Specialist – Operations while maintaining an active role in daily service delivery. This position participates in Help Desk operations by responding to support requests, providing onsite technical assistance, and serving as an escalation point for complex issues. The Director is responsible for ensuring the University's IT Service Management (ITSM) platform operates efficiently, service level agreements (SLAs) are consistently achieved, and customer satisfaction remains a primary focus of the department.

Additionally, the Director oversees the University'stelecommunications environment, including current and future voice communication technologies, and develops technology training programs that promote effective use of University-supported system sand services.

• Provide strategic leadership for the University's client services and end-user support operations.
• Supervise and mentor the Help Desk Manager, IT Operations Specialist, and IT Support Specialist – Operations.
• Oversee the student-run Help Desk program, including staffing,scheduling, training, mentoring, and performance management.
• Foster a culture of exceptional customer service,accountability, collaboration, and continuous improvement.
• Establish departmental goals, performance expectations, and operational priorities aligned with the University's strategic objectives.
• Conduct staff evaluations, provide coaching, and support professional development initiatives.

• Direct the daily operation of the University's Information Technology Help Desk.
• Ensure support requests are appropriately prioritized,assigned, and resolved in accordance with established Service Level Agreements (SLAs).
• Monitor Help Desk performance through service metrics,dashboards, and customer satisfaction surveys.
• Develop, implement, and maintain Help Desk policies,procedures, workflows, and service standards.
• Serve as the primary escalation point for complex technical or customer service issues.
• Participate in Help Desk operations by responding to support tickets, providing onsite technical assistance, and assisting withhigh-priority or high-volume support requests as needed.
• Conduct regular reviews of ticket trends to identify recurring issues and implement proactive solutions.
• Promote continuous improvement of service delivery processes and customer experience.

• Administer and oversee the University's IT Service Management(ITSM) platform and associated support processes.
• Ensure the ticketing system remains fully functional, properly configured, and optimized to support departmental operations.
• Maintain service catalogs, workflows, automations, queues, andreporting dashboards.
• Develop and monitor key performance indicators (KPIs),including response times, resolution times, SLA compliance, backlog management, and customer satisfaction.
• Produce regular operational reports for ITS leadership highlighting service performance, trends, and recommendations for improvement.
• Collaborate with other ITS teams to streamline service delivery and improve operational efficiency.

• Provide leadership and oversight for…