Overview: The ITS client services director has overall responsibility for client services staff and the activities associated with the support of faculty, staff and student systems, as directed by the strategic goals and objectives of the administration and information technology services (ITS). This includes identification, prioritization, and resolution of reported problems. The client services director is responsible for developing training procedures and providing coordination between the help desk/front line staff and networking/technical services, operations Services, application services, academic technologies, and telecommunications functional teams to resolve issues. The client services director is responsible for ensuring that all phases of client services support are coordinated, monitored, logged, tracked, and resolved. Will maintain responsibility for development, maintenance, and ongoing continual improvement of helpdesk software. Reporting to the chief information officer, the client services director will also maintain budget for department. and may assist in support and day to day management of university messaging systems.
Required Qualifications: Bachelor’s degree in related discipline; 5-7 years’ management experience in a technical user service environment; excellent customer service skills; working knowledge of current personal computer operating systems and productivity software, including Microsoft Office 2010, 2013, and 2016, Windows 7 and Windows 10, Mac OS, and Windows, iOS, and Android devices. Demonstrated ability to work in a team environment with strong interpersonal skills, both written and oral, and a positive attitude toward sharing expertise and assisting others to learn.
Preferred Qualifications: Master’s degree in related discipline; four to five years of experience in Enterprise Systems management in a higher education environment; experience in Virtualized environments; Canvas; People Soft; Office 365; Jira Service Desk; an understanding of ITIL concepts. A demonstrated ability to adjust to changing situations & respond to unplanned outages/ support needs, helpdesk management experience, customization of helpdesk tools and implementation of other productivity tools is preferred.
Salem State University complies with the Americans with Disabilities Act (ADA) to provide reasonable accommodation to qualified applicants and employee with disabilities.
Office activities are performed in an environmentally controlled office setting subject to extended periods of sitting and standing, keyboarding and interaction with computer equipment; Occasional bending, reaching, lifting, pushing and pulling up to 5 pounds.
Special Instructions to Applicants:
Please apply online and attach resume and cover letter.
Employment is contingent upon a completed background and CORI check satisfactory to the university. Internal candidates are not subject to background check.
EEO Statement: Salem State University is an equal opportunity/affirmative action employer. Persons of color, women and persons with disabilities are strongly urged to apply.
Please Note: If there is no application deadline associated with a position, it may come down at any time. Once a posting is removed, additional applications will not be accepted.