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Associate Director, Client Services - IT Client Support & Services

Apply now Job no: 496374
Work type: Staff
Location: Newark
Categories: Information Technology, Full Time

Associate Director, Client Services – IT Client Support & Services 

Level: 32S 

Context of the Job: 

Client Support & Services is the first point of contact for students, faculty, staff, and IT professionals seeking help with technology. Through events, consultations, and trainings, IT-CS&S helps the UD community use technology effectively and efficiently. Staff members take the lead in supporting productivity and collaboration tools for the UD community; securely managing administrative devices; student computing; and other hardware and software issues. 

Under limited direction, the Associate Director leads and directs the staff who work in the Client Services Group that provides technical and customer support for a wide range of services such as device management, Office 365, G-Suite, campus hardware and software purchasing agreements, and enterprise printing. The Associate Director works with the rest of the IT-CS&S management team to set the strategic goals of the unit. The incumbent provides advice and guidance to the Director regarding departmental planning, policymaking, staff utilization, use of technology and resource allocation and special projects.  

The Associate Director reports to the Director of IT-Client Support & Services. 

Major Responsibilities: 

  • As a member of the IT-CS&S management team, envisions and articulates technology trends and their impact on the University environment in order to define new services and initiatives, especially those that relate to device management. Plans new initiatives and organizes resources to ensure unit objectives. 

  • Directs, plans, and implements the activities of the Client Services Group. This includes the Managed Devices Services Group which provides an enterprise solution for securing university-owned devices; the Service Area Group that provides hardware repair, test scanning, printing, and computing site services; and staff supporting the purchasing, distribution, and support for university-wide application licenses and technology devices. Reviews, revises, and implements policies and procedures to ensure effective delivery of these services to the campus. Monitors that service, security, and quality assurance standards are met. Deals with support issues and problems. 

  • Manages the Client Services Group. Sets priorities, assigns projects, and provides guidance to staff in all areas of their work but particularly when solving complex technical problems.  Evaluates employee performance, helps set goals, and provides feedback. Assesses needs for professional growth and recommends development opportunities. Empowers and leads team to achieve objectives. Communicates management decisions to staff, and staff concerns to management. Responsible for recruiting, selection, and training of new staff and student workers. 

  • Manages staff providing support to campus customers using central IT services such as Exchange, virtual servers, file storage, GoogleApps, Office365, active directory, mailing lists, central printing. Projects include developing and implementing migration strategies, testing, troubleshooting, creating documentation, and providing ongoing support to customers. 

  • Partners and collaborates with college IT leaders, campus customers and IT staff to evaluate, test, recommend and implement best practices and tools for use on client desktops and mobile devices, in order to provide a more secure network and computing environment for UD.  

  • Oversees educational outreach events including several major events, such as the Tech Open House and IT UnConference, as well as smaller vendor and IT professional training events. 

  • Oversees Client Services group budgets.  

  • Initiates the development, implementation, and maintenance of policies, objectives, short- and long-range planning; develops tracking and evaluates programs to assist in accomplishment of established goals. Participates in IT- and University-wide planning as appropriate by participating in committee and task forces, managing and prioritizing projects, forming partnerships with colleagues on campus, and keeping abreast of technology tools that could assist IT’s efforts. 

  • Establishes and maintains appropriate working relationships with colleagues and users and propagates and follows University policies and procedures governing IT efforts. Represents the University on a local, regional, and national level and provides leadership in national collaborative efforts with other institutions and agencies. 

  • Performs miscellaneous job-related duties as assigned. 

 

 

Qualifications: 

  • Bachelor's degree with six or more years of job-related experience, or equivalent combination of education and experience. A degree in Computer Science, Information Systems, or related field is highly desirable.  

  • Management experience preferably in higher education or comparable service-focused computing environment.  

  • Good experience with project management.  

  • Effective communication and interpersonal skills. 

  • Expert level knowledge of the applications and technology needs associated with an educational computing environment, e.g. computer security, file sharing and device management  

  • Understanding and familiarity with University standard software, hardware, and networking products, and current technological developments.  

  • Ability to make administrative/procedural decisions and judgments. 

  • Ability to analyze and solve problems. 

  • Ability to work with a wide range of constituencies in a diverse community and rapidly changing technical environment. 

  • Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures. 

  • Ability to prioritize, coordinate, and organize own work and set direction for subordinates. 

Notice of Non-Discrimination, Equal Opportunity and Affirmative Action
The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.

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