Number of Vacancies:
Area of Consideration:
Open To The Public
Pay Plan, Series & Grade:
Open Until Filled
4200 Connecticut Ave NW,
Washington, DC 20008
Brief Description of Duties
The primary purpose of the Client Services Support Manager is the
delivery, management, and improvement of IT services to support and
meet user needs. The Client Services Support manager will be
responsible for the oversight and leadership for Client Services
including, but not limited to: the IT Service Desk, Tier Two
technical support, onboarding, IT asset management,
incident/escalation management, software library, IT service
catalog, etc.; collaborates with other Office of Information
Technology units to manage Tier One and Tier Two technical support
for the University; integrate industry-wide best practices to
extend and improve the levels of IT service for faculty, staff,
students and guests in support of the University’s mission and
goals and performs other duties as assigned.
The incumbent works under the direct supervision of the Associate
Vice President of Information Technology with general oversight
provided by the Vice President of Information Technology. In
addition, the Incumbent works closely with other Directors and
staff in the OIT department, as well as other leaders throughout
the University, to advance program goals and achieve strategic
Essential Duties and Responsibilities
Minimum Job Requirements
- Lead and contribute directly to the strategy, development,
implementation, sustainment, quality, and continuous improvement in
IT Service Management processes and the OIT’s service delivery
- Active stakeholder and driver in underlying operations process
and infrastructure, to direct continuous improvements across the
supporting teams to meet existing customer contract/statement of
work, Service Level Agreements (SLAs), and Operating Level
Agreements (OLAs) and compliance requirements.
- Create, establish, monitor, measure, and report on a
comprehensive set of metrics and Key Performance Indicators (KPIs)
related to services, processes, operations, and delivery.
- Own and lead the execution of the process development and
improvement roadmap for multiple ITIL processes to improve
alignment and business outcomes.
- Partner and collaborate with other teams to deliver a holistic
IT Service Management program with a coordinated set of continuous
- Establish standards and procedures for reporting and
- Bachelors’ Degree in Computer Science or related field and/or
commensurate experience working in similar positions.
- At least 10 years of progressively responsible IT experience
combining IT service management delivery, solutions implementation,
project management, operations management, team leadership, with
sensitivity and commitment to business problem-solving.
- Five years successfully managing client service team.
- Demonstrated experience in leading diverse teams.
- ITIL v3 Expert certification.
Information to Applicant
Collective Bargaining Unit (Union):
- Knowledge of developing and managing SLAs, KPIs, and critical
success factors for IT Services, processes, operations, and work
- Knowledge of developing and managing continuous improvement
programs using ITIL principles and framework
- Ability to facilitate cross-functional teams to develop,
deliver, operationalize, document, and support solutions.
- Service, project, and results-orientation, with strong
analytical and problem-solving skills.
- Experience in IT design, setups, installation, implementation,
and maintenance. Ability to manage finite resources and juggle
multiple priorities in a high-demand environment.
- Evidence of strong client orientation and ability to form and
build effective client relationships.
- Exceptional verbal and written communication skills; expertise
in setting and managing customer expectations.
- Effective influencing and negotiating skills in an environment
in which this role may not directly control resources.
- Strong knowledge and understanding of business needs, with the
ability to establish and maintain a high level of customer trust
This position is not
part of the collective bargaining unit.
Selectee will be eligible for health
and life insurance, annual (vacation) and sick leave and will be
covered under the University of the District of Columbia' s
retirement plan (TIAA).
Equal Opportunity Employer:
The District of Columbia
Government is an Equal Opportunity Employer. All qualified
candidates will receive consideration without regard to race,
color, religion, national origin, sex, age, marital status,
personal appearance, sexual orientation, family responsibilities,
matriculation, physical handicap, or political affiliation.
Notice of Non-Discrimination:
In accordance with the D.C.
Human Rights Act of 1977, as amended, D.C. Official Code, Section
2-1401.01 et. seq., (Act) the University of the District of
Columbia does not discriminate on the basis of actual or perceived
actual race, color, religion, national origin, sex, age,
disability, sexual orientation, gender identity or expression,
family responsibilities, matriculation, political affiliation,
marital status, personal appearance, genetic information, familial
status, source of income, status as a victim of an intrafamily
offense, place of residence or business, or status as a covered
veteran, as provided for and to the extent required by District and
Federal statutes and regulations. Sexual harassment is a form of
sex discrimination which is also prohibited by the Act. In
addition, harassment based on any of the above protected categories
is prohibited by the Act. Discrimination in violation of the Act
will not be tolerated. Violators will be subject to disciplinary
Applicants claiming veterans preference
must submit official proof at the time of application.
At this time, the University of the
District of Columbia does not provide sponsorship for visas (e.g.
H-1B). This position is also ineligible for Optional Practical
A person applying for a position who
is a bona fide District resident at the time of application for the
position, may be awarded a 10-point residency preference over
non-District applicants, unless the person declines the preference
points. If selected, the person shall be required to present no
less than 8 proofs of bona fide District residency on or before the
effective date of the appointment and maintain such residency for 7
consecutive years from the effective date of the appointment.
Failure to maintain bona fide District residency for the 7-year
period will result in forfeiture of employment.
Pursuant to the requirements of the
Drug-Free Workplace Act of 1988, the individual selected to fill
this position will, as a condition of employment, be required to
notify his/her immediate supervisor, in writing, not later than
five (5) days after conviction of any criminal drug statute
occurring in the workplace.
Employment with the University of
the District of Columbia is contingent upon a satisfactory
background investigation. The determination of a 'satisfactory
background investigation' is made at the sole discretion of the
University of the District of Columbia. The University may refuse
to hire a finalist, rescind an offer of employment to a finalist or
review and may terminate the employment of a current employee based
on the results of a background investigation.
Disposition of Resume:
Resumes received outside the area of
consideration and/or after the closing date will not be given
consideration. You must resubmit your resume to receive
consideration for any subsequent advertised position vacancies. For
the purpose of employment, resumes are not considered job
applications. Therefore, if selected for employment a UDC
application will be required.
Official Job Offers are made by the University
of the District of Columbia, Office of Talent Management
All inquiries related to employment and
job applications should be directed to UDC Office of Talent
Management at (202) 274-5380.
The University of the District of Columbia is an Equal
Opportunity/Affirmative Action institution. Minorities, women,
veterans and persons with disabilities are encouraged to apply. For
a full version of the University’s EO Policy Statement, please