Title: Director of Client Services

Employee Classification: Administrative/Professional

Department: Office of Information Technology

Campus Location: Northeast State Community College

Salary:  $70,308 - $87,884, dependent on education and experience

Please use the Total Compensation Calculator found on the Northeast State Careers Page for a breakdown of the value of the benefits offered to employees of the college.

Job Summary

Reporting to the Assistant Vice President and Chief Information Officer, the Director of Client Services is responsible for providing strategic leadership and operational oversight for the Client Services unit within the Office of Information Technology. The Director of Client Services is responsible for ensuring the delivery of secure, reliable, and customer-focused technology services that support faculty, staff, and students. The Director of Client Services directs endpoint management, IT service delivery, technical support operations, software procurement, vendor and contract management, and technology asset lifecycle processes. The position also oversees software licensing compliance, contract negotiations, renewals, and service agreements with key technology vendors, including Microsoft and Apple. The Director of Client Services manages computer distribution, inventory, and end-user support services to maximize efficiency, value, and customer satisfaction. The Director of Client Services also maintains and administers the Client Services budget while aligning resources, services, and technology initiatives with organizational goals and strategic priorities.

Job Duties

• Provide leadership and management of the Client Services unit and its staff
• Supervise, assign work, and evaluate job performance of the unit’s staff
• Develop and manage budget for Client Services unit
• Assist budget managers and departments in development of the annual Technology Plan
• Create and oversee execution of technology project plans, including Technology Access Fee projects
• Maintain and manage college-wide computer rotation plan
• Manage and maintain Microsoft Intune policies, device enrollment, application deployment, and endpoint compliance across the organization.
• Manage and administer cloud-based management platforms for software licensing, endpoint protection, user access, and service delivery.
• Negotiate technology purchases, software licensing agreements, and vendor contracts to maximize value and ensure compliance
• Collaborate with Infrastructure and Security teams to support disaster recovery and endpoint security initiatives.
• Provide oversight and strategic direction for IT Help Desk operations
• Assist the Chief Information Officer in providing strategic leadership and governance for the AI Oversight and Planning Committee, supporting the development and implementation of organizational AI initiatives.
• Maintains custodial oversight of organizational technology assets, ensuring security, accountability, and policy compliance.
• Manage and provide technical support for all users, computers, related devices, and software on main campus and off-site locations
• Guide and coordinate acquisition and implementation of computer resources and services
• Supervise, assign work, and evaluate job performance of the unit’s support staff
• Collaborate with the Director of Purchasing, TBR, software developers, and vendors to negotiate software license agreements and purchases
• Analyze, resolve, and/or recommend solutions for computer and computer-related issues
• Maintain and enforce policies, procedures, and software license agreements
• Maintain a proactive working relationship with functional users, other unit directors, and IT coworkers
• Complete other assignments as directed by supervision.

Minimum Qualifications

• Education: Bachelor's degree in Computer Science or a related discipline from an accredited institution
• Experience: Minimum of 5 years of experience in a technology-related field and a minimum of 3 years of experience in administration or supervisory capacities in information technology, preferably within a setting of higher education

Preferred Qualifications

• Master's degree in Computer Science, management, leadership, or a related discipline from an accredited institution
• Two years of work experience in a higher education setting or environment
• Working knowledge and demonstrable experience in computer security and disaster recovery procedures
• Working knowledge and demonstrable experience with antivirus software
• Demonstrable knowledge of the current state of information technology
• Ability to effectively think and work under pressure
• Demonstrated commitment to inclusive excellence
• Working knowledge of current AI technologies and tools, including generative AI, with the ability to use these technologies securely and in accordance with organizational data protection and other institutional policies
• Conversational ability or fluency in a language other than English

Knowledge, Skills, and Abilities

• Demonstrated management and leadership capabilities; help desk experience and ability to provide technical and end-user support; proven and demonstrated ability to work well individually and in teams toward a common goal; ability to effectively communicate with technical as well as non-technical personnel and computer users from different backgrounds and disciplines; must be reliable, punctual, and dependable
• Technology Skills: MS Office suite; videoconferencing software; digital records management systems; general operating systems and data information systems

Additional Notes:

• Relocation assistance is not available for this position.
• NeSCC will not offer H1B visa sponsorships for this position; applicants requiring sponsorship will not be considered.

For assistance regarding the job ad, application process, or application status, please contact the Office of Human Resources at 423-323-0204 or HRstaffing@northeaststate.edu.

Special Instructions to Applicants: To be considered for a position at Northeast State, you must create an online application. A resume and unofficial transcripts are required; a cover letter is optional. You will also be required to provide the contact information for a minimum of three (3) professional references. If you are selected for an interview your references WILL be automatically contacted. Your skills, abilities, qualifications, and years of experience will be evaluated using only what is recorded on your application. Please note that attaching a resume does not substitute for completion of the application form. Part-time work experience is calculated at 50% of full-time experience.