Associate Director, Client Services

3 weeks ago


Baltimore, United States Towson University Full time

Leadership and Strategy:

* Provide strategic direction and vision for technology support services, aligning them with the university's goals and objectives. (Including other Office of Technology services workgroups.)
* Collaborate with leadership to develop and implement technology support policies, procedures, and best practices.
* Stay informed about emerging technologies and trends in technology support, recommending innovative solutions to enhance efficiency and effectiveness.
* Use of data measures and metrics to inform decision-making.

Team Management:

* Recruit, supervise and mentor a team of technology support staff, providing guidance, and professional development opportunities.
* Assign workloads, set performance expectations, and conduct regular performance evaluations.
* Foster a positive and collaborative work environment, promoting teamwork, diversity, and inclusion.
* Cultivate a culture of customer engagement, accountability, and continual service improvement.
* Collaborate and build relationships across the university and with external vendors to ensure reliable support services.

User Support and Customer Service:

* Lead the university's OTS Client Support workgroups, ensuring timely and effective resolution of user inquiries and issues.
* Ensure high-quality support, including established response and resolution goals.
* Foster a customer-centric culture by promoting excellent customer service practices and establishing user satisfaction metrics.
* Develop and implement protocols for monitoring support performance, identifying and resolving issues promptly.
* Develop and manage a continuous improvement program for Client Services offerings.

Project and Program Management:

* Plan, coordinate, and oversee technology-related projects, such as system upgrades, migrations, and deployments in collaboration with the Planning and Project Management Office.
* Manage project timelines, budgets, and inventory, ensuring successful project completion.
* Engage with stakeholders across the university to understand technology needs and provide effective solutions.
* Ensure technology systems and processes comply with relevant information security and privacy policies, regulations, and industry standards.
* Operationalize program assessment practice to ensure that services and programs are appropriately aligned to TU goals and resources.
* Bachelor's degree in Information Technology, or a related field.
* Five years of experience in technology support, including managing teams and overseeing technology infrastructure.
* Comprehensive understanding of current and emerging technologies.
* Excellent leadership and team management skills, with the ability to inspire, motivate, and develop a diverse team of technology professionals.
* Proven experience in project coordination, with the ability to plan, execute, and deliver complex technology projects on time and within budget.
* Exceptional problem-solving and decision-making skills, with the ability to analyze complex situations and provide effective solutions.
* Strong interpersonal and communication skills, both written and verbal, with the ability to collaborate effectively with stakeholders at all levels.
* Knowledge of information security principles and practices, with an understanding of regulatory compliance requirements.



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