ASSOCIATE DIRECTOR - CLIENT SERVICES



SUMMARY: The Associate Director of Client Services is responsible for leading the Information Technology department’s client support services for all campus constituencies (faculty, students, and staff). This role will provide leadership to the client services support team and effectively manage all client support services (including the IT service desk, endpoint device support, documentation, and business productivity software), ensure effective and timely communications of outages and resolution, and develop a support team capable of providing first-contact resolution and outstanding service for our clients.

SUPERVISION: This position directly supervises the Endpoint Technical Services Manager, Productivity Application Manager, and Client Services Specialists. In addition to providing guidance to student employees working in the various client support areas. This position reports to the Director of Engagement and Client Technologies and is a member of the AVP for Information Technology’s Leadership Team.

ESSENTIAL DUTIES: Primary duties and responsibilities include but are not limited to the following.

1. Work in collaboration with the Director of Engagement and Client technologies and the IT Leadership team to provide leadership and assist in the planning, management and operation of all client support services for students, faculty and staff including functions such as the IT Service Desk, Client End Point support and the College’s business productivity tools.

2. Ensure that adequate tools, processes and skills are maintained throughout the service desk, endpoint support and business productivity teams to ensure the timely and effective handling of client requests and incidents.

3. Responsible for developing and managing the client facing services for Tier 0, Tier 1 and Tier 2 support for the Information Technology Service Desk, client endpoint support and business productivity areas.

4. Continually explore and provide guidance into the recommendation of technology tools that will increase efficiency and enhance the experience of the faculty, staff and students of the College.

5. Develop and maintain the IT Service Request, Knowledge Base (KB) and Information Technology’s support website and client documentation.

6. Maintain a strong working knowledge of general IT service desk operations that incorporates industry best practices and allows for the development and maintenance of the Information Technology Service Catalog.

7. Provide leadership and oversight in the development and execution of the Information Technology change management process.

8. Ensure the quantity and quality of support services delivered to the campus are maintained at acceptable levels, including managing service request flow, problem solving and escalations. Establish processes and procedures to gather and analyze metrics and Key Performance Indicators (KPIs) related to IT client service resolution performance.

9. Manage the processes for communicating IT outage / emergency activities to the College.

10. In conjunction with the Director of Engagement and Client Technologies and the Executive Director of Applications and Infrastructure develop Service Level Agreements for a broad array of services provided by the Information Technology Department.

11. Develop and demonstrate a multicultural awareness and contribute to cultivating an inclusive, diverse and respectful college community. Demonstrate civil and inclusive behavior when interacting with staff, faculty, students and visitors to the College. Promote a flexible, collaborative and inclusive work and living environment and engage in educational opportunities to increase awareness and understanding of diversity and inclusion.

12. Perform other duties as assigned

QUALIFICATIONS: Bachelor’s degree and a minimum of 2 years of technical support experience, or the equivalent combination of education and experience. A track record of demonstrated outstanding customer service and interpersonal skills including high integrity, respect for all individuals (customers, vendors, and employees), strong problem analysis and resolution skills, and solid communication skills (oral and written). Strong analytical skills with the ability to organize, analyze, and disseminate significant amounts of complex technical information with attention to detail and accuracy, appreciation of diversity (thought, ethnic, gender, technical aptitude, generation, etc.) and in ways that are approachable to people of varying levels of technical understanding. Ability to work effectively with a group or independently. Previous experience providing and leading support services in a complex technical academic environment is preferred.

WORK ENVIRONMENT : Most of the work of the incumbent is carried out within a generally accessible, safe, indoor environment. The incumbent will be required to operate a personal computer and associated equipment such as computer printers as well as other office equipment used in the day-to-day office operations.

APPLICATION INSTRUCTIONS:

Ithaca College is committed to building a diverse academic community and encourages members of underrepresented groups to apply. Experience that contributes to the diversity of the college is appreciated.
Application Instructions:
Interested applicants must apply online at ithaca.edu/jobs and attach a resume, cover letter, and list of three professional supervisory references. Questions about online applications should be directed to the Office of Human Resources at (607) 274-8000.
Visa sponsorship is not provided for this position.
Ithaca College is committed to building a diverse academic community and encourages members of underrepresented groups to apply. Experience that contributes to the diversity of the college is appreciated.

About Us
At Ithaca College, a comprehensive residential campus community of 6,500 students, we strive to be at the forefront of the higher education landscape. We offer a distinct integrative learning experience that makes students ready for the personal, professional, and global challenges of our age.

We seek candidates who embrace integrative learning and want to be a part of this exciting time in Ithaca College history. We encourage creative collaboration and innovation in our faculty and staff, providing support and resources for them to grow in their fields and lead students to their own innovative ideas and achievements.

We welcome different ways of thinking and look for candidates with unique points of view and life experiences. We are inclusive of individuals with a wide range of cultural, personal, and professional backgrounds, talents, and skills. Our campus is a vibrant and rewarding community where diverse minds can learn, succeed, and excel.

When reviewing candidates, we are looking for indicators of a number of core competencies. Prospective candidates must be adaptable, collaborative, inclusive, respectful, responsive, results driven, and sustainable. They must communicate effectively, demonstrate leadership, exhibit professional integrity and ethics, take initiative, value personal and professional development, and show that they will engage in the college.

Nestled in the heart of New York State’s scenic Finger Lakes region, Ithaca College sits atop South Hill overlooking picturesque Cayuga Lake and is just minutes away from the city center. Combining small town warmth and charm with the vibrancy of a college community, the thriving and culturally diverse city of Ithaca has been rated by Kiplinger’s as one of the top 10 places to live in the United States.

To learn more about Ithaca College, visit us at http://ithaca.edu

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