Director of IT Client Services & Telecom
Listed on 2026-08-22
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IT/Tech
HelpDesk/Support, IT Support
About The University
Manhattan University is nestled in the historic neighborhood or 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.
About The University
Manhattan University is nestled in the historic neighborhood or 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.
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'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.
Job Responsibilities
Leadership & Client 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…
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