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Director, Client Technology Services

Job Details


Position Details

Position Information

Posting date

05/22/2024

Closing date

Open Until Filled

Yes

Position Number

0169902

Position Title

Director, Client Technology Services

Department this Position Reports to

ITC

Hiring Range Minimum

$116,100

Hiring Range Maximum

$145,100

Union Type

Not a Union Position

SEIU Level

Not an SEIU Position

FLSA Status

Exempt

Employment Category

Regular Full Time

Scheduled Months per Year

12

Scheduled Hours per Week

40

Schedule

M-F, 8a-5p

Location of Position

Hanover, NH
Hybrid Onsite-
  • This position offers a hybrid opportunity to work both remotely and onsite and therefore requires that the incumbent reside within a commutable distance to Hanover, NH.
Remote Work Eligibility?

Hybrid

Is this a term position?

No

If yes, length of term in months.

NA

Is this a grant funded position?

No

Position Purpose

The Director of Client Technology Services at Dartmouth College leads the strategic and operational aspects of campus IT services, collaborating closely with Information, Technology, and Consulting ( ITC ) leadership to align technology strategies with Dartmouth’s mission and design and deliver comprehensive technology roadmaps. Responsibilities include managing IT support teams, supervising budget processes, and driving initiatives to enhance service delivery. The Director fosters a culture of continuous improvement and professional development within the team to ensure IT services effectively support the college’s educational and administrative needs.

Description

Required Qualifications - Education and Yrs Exp

Bachelors or equivalent combination of education and experience

Required Qualifications - Skills, Knowledge and Abilities
  • Bachelor’s degree or Associate degree with relevant professional certifications.
  • Six years of related experience in a client-focused technology environment.
  • Three years of experience leading and supervising an IT support team.
  • Demonstrated leadership in providing outstanding customer service.
  • Experience proactively leading to identify risks and manage operational activities.
  • Experience mentoring and teaching others.
  • Ability to manage budgets and forecast spending.
  • Experience building client-centric technology support services.
  • Experience in client relationship management.
  • Experience analyzing client technology needs and designing solutions to improve the client experience.
  • Experience providing expert-level desktop support.
  • Experience using IT service management software.
Preferred Qualifications
  • Bachelor’s degree or higher in a relevant field.
  • Technology-related professional certifications.
  • Experience working in an academic environment.
  • Experience with endpoint management concepts and tools.
  • Experience leading projects in an Agile environment.
  • Experience automating tasks for service delivery.
Department Contact for Recruitment Inquiries

Jonathan Kulp

Department Contact Phone Number

603.646.6110

Department Contact for Cover Letter and Title

Maureen Hennigan

Department Contact's Phone Number

603.646.6946

Equal Opportunity Employer

Dartmouth College is an equal opportunity/affirmative action employer with a strong commitment to diversity and inclusion. We prohibit discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status. Applications by members of all underrepresented groups are encouraged.

Background Check

Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, conduct review, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.

Is driving a vehicle (e.g. Dartmouth vehicle or off road vehicle, rental car, personal car) an essential function of this job?

Not an essential function

Special Instructions to Applicants

Dartmouth College has a Tobacco-Free Policy. Smoking and the use of tobacco-based products (including smokeless tobacco) are prohibited in all facilities, grounds, vehicles or other areas owned, operated or occupied by Dartmouth College with no exceptions. For details, please see our policy. https://policies.dartmouth.edu/policy/tobacco-free-policy


Additional Instructions

Quick Link

https://searchjobs.dartmouth.edu/postings/73914

Key Accountabilities

Description

Leadership
  • Provides strategic vision, roadmap, and goals for support services teams in partnership with the Sr. Director.
  • Aligns support services teams’ goals, structure, and tactics with ITC goals in support of the Dartmouth mission.
  • Designs a comprehensive technology roadmap and service portfolio in partnership with the Sr. Director, ensuring alignment with ITC goals and strategies.
  • Builds and promotes the space and structure to define IT support services culture and values in alignment with Client Services and ITC .
  • Continuously engages in professional development to build leadership and technology expertise.
  • Encourages and supports innovations to transform the definition and delivery of IT services at Dartmouth.
Percentage Of Time

40%

Description

Support Services Operational Management
  • Designs and manages operational activities for support services teams in alignment with ITC goals and strategy in partnership with other leaders.
  • Leads the definition and documentation of policies and standard operating procedures for support services teams.
  • Represents team technical expertise in working with the Sr. Director and other leadership.
  • Identifies opportunities for process improvement and leads process improvement initiatives.
  • Leads and manages departmental and interdepartmental projects.
  • Develops relationships with vendors and acts as a liaison to represent institutional needs.
Percentage Of Time

25%

Description

Collaboration and Relationship Management
  • Builds relationships with clients by understanding and representing their business needs.
  • Consults with clients to design and deliver solutions aligned to client needs.
  • Works with leadership to promote cross-team communication, collaboration, processes, and services.
  • Mentors colleagues by sharing knowledge, offering advice, and providing assistance as needed.
Percentage Of Time

15%

Description

Fiscal Management
  • Manages support services teams’ budgets and represents teams’ fiscal needs.
  • Builds and maintains short- and long-term forecasts and reconciles forecasts for planning improvement.
  • Identifies opportunities for improved fiscal planning and ROI .
  • Budgets for staffing needs including staff development, equity, and advancement.
  • Identifies opportunities for revenue generation and builds sustainable models for revenue development.
Percentage Of Time

10%

Description

Staff Management
  • Manages staff-related HR responsibilities to ensure the team is following HR policies.
  • Works with staff to identify and support development goals and mentoring opportunities.
  • Supports and develops career pathways for direct reports by maintaining position frameworks and development programs.
  • Identifies talent to join the team, hires staff, and designs onboarding programs.
  • Designs tactical and strategic resource plans for support services teams in partnership with the Assistant Director and Sr. Director.
Percentage Of Time

10%

-

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Demonstrates a commitment to diversity, inclusion, and cultural awareness through actions, interactions, and communications with others.

--

Performs other duties as assigned.
Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * How did you learn about this employment opportunity?
    • Current Dartmouth employee (Please specify full name below)
    • Word of mouth
    • Mentioned on social, digital, or print media (e.g. LinkedIn feed, VOX, Valley News, listserv)
    • jobs@dartmouth.edu email outreach
    • Recruiter (Please specify full name or event below)
    • abilityJOBS
    • Chronicle of Higher Education
    • Glassdoor
    • Handshake
    • HigherEdJobs
    • Indeed
    • Inside Higher Ed
    • LinkedIn’s Job Board
    • RecruitMilitary
    • Dartmouth’s Job Board (searchjobs.dartmouth.edu)
    • Other (Please specify below)
  2. If you would like to add more information to your answer, please specify here:

    (Open Ended Question)

Documents Needed to Apply
Required Documents
  1. Cover Letter
  2. Resume
Optional Documents
  1. Curriculum Vitae
  2. Additional Document #1


Company

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