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Associate Director, Customer Engagement

Apply now Job no: 494725
Work type: Staff
Location: Newark
Categories: Information Technology, Full Time

Grade:  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. The work of this unit is critical to the continued success of the University’s strategic plan and the institutional mission.

The Customer Engagement group within IT-CS&S supports one of IT’s strategic goals: Optimizing IT Services. This IT goal maps to the operational excellence framework from which the University’s strategic principles are supported. Staff in this group support complicated computing environments and are the front end face for users of a variety of business software solutions in use by administrative departments across campus. This includes managing specialized financial software and database updates for tax software in Payroll, the Investment Office, and room scheduling software in the Registrar’s Office. The group helps customers at all levels in the University, and particularly supports UD’s senior leadership team. 

Under limited direction, the Associate Director leads and directs the staff who work in the Customer Engagement Group which includes the IT Support Center and Deskside support staff. 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, policy-making, 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 deskside support. Plans new initiatives and organizes resources to ensure unit objectives.
  • Directs, plans, and implements the activities of the Customer Engagement Group. Staff who work in the IT Support Center provide first-tier support and answer technology related questions from students, faculty, and staff. IT Support Consultants provide second-tier support and are responsible for providing desktop support for Windows and Macintosh systems by diagnosing, troubleshooting, and resolving problems with personal computer hardware, operating systems, application software, software utilities, data communications/connectivity devices, handheld devices, and other related peripherals. Direct support is provided to UD units that don’t have a departmental IT professional. Monitors that service, security, and quality assurance standards are met. Deal with support issues and problems.
  • Manages the IT Consultants providing deskside support to faculty and staff on campus. Manages the IT Support Center Coordinator who supervises the IT Support Center staff. Sets priorities, assigns projects and provides guidance to consultants 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.
  • Partners and collaborates with college IT leaders, campus customers and IT staff to improve departmental IT support and business processes. Consults directly with directors, managers, and staff to determine campus information technology needs. Coordinates the activities of customers and service providers from other campus units, determines customer need, manages the introduction of rapidly emerging technology and manages the change of campus procedures and business processes.
  • Administer Customer Engagement 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.


  • 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 knowledge of the applications and technology needs associated with the IT helpdesk and deskside computing environment (e.g. SLAs, computer security, helpdesk trouble-ticket applications).
  • Good knowledge of University standard software, hardware, handheld, and networking products and current technological developments.
  • Knowledge of ITIL best practices is preferred.
  • 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.

Applications close: Eastern Standard Time

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