Associate Director, Client Services - Towson, United States - Towson University

Towson University

Verified Company

Towson, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

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 problemsolving skills, the ability to coordinate complex projects, use of data measures and metrics to inform decisionmaking, 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 decisionmaking.

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 highquality support, including established response and resolution goals.
Foster a customercentric 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 technologyrelated 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 problemsolving and decisionmaking 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.