The primary responsibilities for the Director of IT Client Services are to lead, motivate and manage staff in the client services areas, including the Support Center, Desktop Configuration and Support area, Institutional Media Technologies (IMT) and the Print Center. This includes designing services, establishing associated service level agreements and related metrics, as well as identifying and implementing improvements in service delivery processes. The responsibilities of the Client Services team extends to working closely with all UIT teams to refine troubleshooting processes and documentation of solutions, and ensuring escalated end-user issues are handled properly. Importantly, the Director of IT Client Services must communicate internally and externally to ensure desired customer satisfaction levels are achieved.
The goal of this position is to build a professional service delivery team that meets or exceeds the quality, communication, responsiveness, and issue resolution expectations of customers.
The Director is a member of the UIT Leadership Team and contributes to institutional strategic planning and the design/implementation of short- and long-term strategic plans in collaboration with various constituents. The Director serves as a key communicator with University constituencies on behalf of the UIT Leadership Team during outages and with regard to new technology and service initiatives.
Position reports to the AVP, Information Technology/ Chief Information Officer.
Bachelor’s degree in business, technology or related field required, or commensurate experience in technology support operations.
Duties and Responsibilities:
- Creates a holistic strategy of support within the UIT department and ensures cross-team alignment and collaboration to achieve objectives
- Works with other areas of technical support across the University to provide a holistic approach to support for all constituents
- Leads and develops innovative strategies for delivering exceptional support services
- Develops a team and work environment to cultivate excellence
- Cultivates the understanding that IT Client Services and the overarching support organization contribute to the overall mission of IWU
- Develops and fosters the strategic direction of UIT Client Services for:
- Support Center (UIT help desk services from initial contact through escalation to resolution and client satisfaction)
- Desktop Configuration and Support (acquisition, configuration, delivery, implementation, client satisfaction, management of replacement cycles)
- Classroom Technology (technology deployment, installation, support and training, client satisfaction; management of media deliveries)
- Print Center (University printing services, design, production, delivery, client satisfaction)
- Plans, develops, implements and manages IT Client Services processes to ensure cost-effectiveness while also anticipating future client needs
- Develops, implements and evaluates department procedures and metrics to measure customer service effectiveness and implements improvements to ensure performance meets or exceeds predetermined service levels
- Oversees annual budget and stewards resources for UIT Client Services, UIT desktop, laptop and device replacement cycles, software and classroom technology equipment and associated infrastructure, as well as the Print Center
- Maintains and builds client relationships to ensure that customer satisfaction expectations are understood and met; communicates with end users on escalated support issues and resolutions
- Directs and oversees the deployment of technology in classrooms and labs in coordination with input from academic divisions
- Ensures continued career development, performance management and salary alignment for staff
- Communicates effectively with staff and clients; develops and maintains positive relationships throughout the university
- Stays current on internal and external IT service support trends and recommends opportunities in cost, service, and response/resolution times
- Stays informed of developments in the areas of systems support, hardware procurement and vendor management, incorporating new ideas into future processes when appropriate
- Participates in the development and fulfillment of UIT’s vision, mission, goals, and objectives
- Manages, reviews and advises on purchases of hardware & software within UIT and University guidelines
- Manages relationships and contracts with technology hardware, service and print vendors
- Collaborates with other UIT teams to establish appropriate support model and provide optimal SLAs
- Manages and maintains the IT Service Portfolio and Service Catalog and associated SLA’s
- Communicates service and support-related information to students, staff, and faculty as appropriate.
- Other duties as assigned
According to Indiana Wesleyan University employment policy all employees must possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.
- Minimum of 5 years’ management experience, including hiring, coaching and leading staff who manage others, and overseeing more than one group of employees
- Minimum 5 years of service/call center management experience or equivalent, preferably in an IT environment
- Experience with help desk ticketing systems and customer service workflows
- Experience creating and managing departmental budgets and capital expenditures
- Demonstrated leadership of service professionals
- Broad knowledge of business practices within an IT organization
- SLA (service level agreements) and SLO (service level objectives) experience
- Business process improvement experience
- Principles of management, training/development and performance evaluation
- Relevant information technologies (hardware, software, academic applications)
- ITIL (Information Technology Infrastructure Library methodology)
- Higher Education
- Ability to set direction and goals as well as inspire others to achieve
- Must employ creative, logical and progressive thinking skills
- Ability to use metrics and data to drive business decisions and service level improvements
- Ability to lead change management initiatives
- Ability to contribute to University growth strategies via cost savings, enrollment growth, increased efficiencies
- Ability to work collaboratively and innovatively with academic divisions and business units
- Ability to establish and maintain effective working relationships with other UIT leaders, staff and various constituencies
- Ability to work in a team environment with a quality customer service focus
- Ability to select, supervise, develop, coach and evaluate staff
- Ability to work with a range of technical staff to develop collaborative solutions
- Must possess and display personal accountability, diplomacy and tact
- Must possess excellent oral and written communication and presentation skills, including the ability to work with a wide range of personalities and with all levels of staff, faculty and students
- Ability to facilitate problem-solving among technical and administrative staffs/groups with varying needs and priorities
- Ability to effectively lead and motivate staff in high productivity teams
- Must possess strong customer service skills and the ability to foster these skills in others
- Must seek opportunities to coach and develop employees, including future leaders
- Ability to delegate projects and tasks to others
- Ability to coordinate the work of supervisory, technical and administrative staff
- Must cultivate a team environment
- Ability to seek common ground among competing interests
- Must perform as an independent and self-initiated worker, as well as a team player
- Must display the ability to coordinate, manage and negotiate with vendors and service providers
LIMITATIONS AND DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They should not be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. In addition, nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this position at any time.
Indiana Wesleyan University is committed to equal opportunity in employment and maintaining a work environment free from all forms of unlawful discrimination. Accordingly, the University affords equal opportunity to all employees and prospective employees without regard to race, sex, color, national or ethnic origin, disability, age, genetic information, veteran status, or any other status protected by law.
These have access to all the rights, privileges, and programs generally made available to employees at the University. It does not discriminate in the administration of its policies, programs, nor during any phase of employment, including hiring, promotion, demotion, treatment during employment, rates of pay or other compensation, and termination of employment.
As an educational institution operating under The Wesleyan Church, Indiana Wesleyan University reserves and exercises its privileges under applicable law to prefer employees on the basis of religion and who are best suited to its religious purpose.
Indiana Wesleyan University is an Equal Opportunity Employer