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Associate Director, Client Services

4 months ago

Towson, United States Towson University Full time

**Job Summary**

Towson University (TU) is one of the nation’s top 100 public universities. Located north of Baltimore, TU currently enrolls more than 19,000 students and is the second-largest university in the prestigious University System of Maryland. Towson University values diversity and fosters a climate that is grounded in respect and inclusion to cultivate the intellectual and personal growth of the entire university community.
- The Associate Director of Client Services plays a critical role in providing leadership and oversight for technology support services and the OTS Customer experience. This position leads a team of technology support professionals. The Associate Director of Client Services is expected to possess a comprehensive understanding of technology, excellent communication and problem-solving skills, the ability to coordinate complex projects, use of data measures and metrics to inform decision-making, and a commitment to delivering exceptional customer service. **Telework may be available for this position up to two days per week following the completion of 90 days of service in good standing.**

**Responsibilities and Duties**

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.

**Qualifications and Skills**
- 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.

**Salary and Benefits**

Salary starting at $118k, salary commensurate on experience, and full University benefits that include 22 days of annual leave, up to 15 holidays, personal and sick days; excellent health, life, and retirement plans; and tuition remission.