Director of Client Services & Telecommunications

About The University

Manhattan University is nestled in the historic neighborhood of Riverdale, close to dozens of restaurants and shops as well as Van Cortlandt Park, and is only 35 minutes from midtown Manhattan. Manhattan University is nationally ranked and offers degree programs in the arts, business, education, engineering, and science. The university has approximately 3,000 full‑ and part‑time undergraduate and graduate students enrolled in over 50 fields of study.

It is committed to excellence in teaching a diverse student body and preparing students for successful careers and fulfilling lives. We are committed to creating an inclusive environment where all employees and faculty members can thrive personally and professionally.

Founded in 1853, Manhattan University is an independent Catholic Lasallian institution located in Riverdale, NY that embraces students of all faiths, cultures, and traditions. The mission of the university is to provide a dynamic student‑centered educational experience that prepares graduates for lives of personal development, professional success, civic engagement, and service to their fellow human beings. We expect our faculty, administration, and staff to be knowledgeable about our mission and to make a positive contribution to it.

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 leads 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’s telecommunications environment, including current and future voice communication technologies, and develops technology training programs that promote effective use of university‑supported systems and 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 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 with high‑priority or high‑volume support requests as needed.
• Conduct regular reviews of ticket trends to identify recurring issues and implement proactive solutions.
• Promote continuous…