Director of Client Services

Title:Director of Client Services

Position Purpose:

The Director provides leadership and staff supervision for help desk services desktop support services classroom technologies campus presentation spaces event support technology purchases and overall management for the Colleges computer replacement program.

Job Duties:

• Establishes overall goals and approaches for classroom and office technology support and looks for ways to educate users about new technologies and services. Assesses the quality of services and takes responsibility for necessary improvements.
• Manages Help Desk functions and supervises staff. Works collaboratively with all ILS managers to ensure effective efficient and timely problem resolution repair service and information referrals for all academic and administrative units of the College.
• Responsible for tracking and analyzing use of services and making appropriate recommendations for improvements to service.
• Works collaboratively with network and infrastructure staff and others to ensure efficient management of desktop software and hardware configurations effective follow up on work orders for hardware and software problems and high quality customer service.
• Manages equipment replacement programs. Works collaboratively with all ILS managers to determine which computers should be replaced orders the necessary equipment and schedules the installations.
• Oversees the maintenance of the computer inventory and ensures that all computers are replaced according to the scheduled replacement program.
• Provides leadership in developing and implementing policies and procedures for the procurement installation and support of all digital media equipment and services.
• Responsible for budget and inventory of all digital media technologies on campus.
• Designs plans and implements digital media technologies in campus spaces in coordination with campus constituencies.
• Plans and implements event support in coordination with campus constituencies.
• Plans and implements classroom upgrades and renovations in consultation with faculty and the Campus Classroom Committee.
• Acts as a member of the Information and Library Services Management Team to ensure the reliability performance and durability of products and services and to achieve functional organizational and budgetary goals.

Additional Job Functions :

• Represents Client Services in all renovation and building projects serving as the point of contact for all Digital Media or AV installations and services on campus.
• Manages vendor relations for equipment purchase installation repair and event support.
• Makes programming and equipment changes to support changing technologies.

Minimum Qualifications:

Education

Undergraduate degree or equivalent experience preferred.

Experience

• Experience in technology management and support.
• Deep knowledge of Microsoft Windows OS and Macintosh OS.
• Experience as an administrator of JAMF and Intune.
• Ability to manage a limited budget with demand by external forces for increased costs.

Skills and Knowledge

• Commitment to equity and inclusion and serving the needs of a culturally and educationally diverse community.
• Successful supervisory experience.
• Ability to communicate and work effectively in a collaborative environment.
• Strong organizational and interpersonal skills.
• Strong time and task management skills.
• Ability to provide strong leadership under stressful conditions.
• Demonstrated record of successful project management.
• Awareness of technology support issues in an academic context.
• Awareness of technology service standards (ITIL etc.) and their application in higher education.

Benefits:

Bates College offers competitive salaries excellent benefits (health dental 9% retirement contribution with potential for an additional 3% match sick leave 24 days of vacation 2 personal days 13 paid holidays dependent care subsidy free parking access to library and athletic facilities & more) and a supportive collegial environment in a drug and smoke-free workplace.

Hiring Range: The hiring range for this position is $106779 to $122033. Placement within the range depends on experience and other factors.

Equal Employment Opportunity Statement:

Bates College is committed to the principle of equal opportunity and providing an educational and work environment free from discrimination. The college prohibits discrimination on the basis of race color national or ethnic origin religion sex sexual orientation gender identity or gender expression age disability genetic information or veteran status and other legally protected statuses in the recruitment and admission of its students in the administration of its education policies and programs or in the recruitment of its faculty and staff. Bates College adheres to all applicable state and federal equal opportunity laws and regulations. All college faculty staff students contractors visitors and volunteers are responsible for understanding and complying with the Non-Discrimination Policy.

Inquiries concerning the colleges policies compliance with applicable laws statutes and regulations (such as Title VII Title IX and ADA/Section 504) and complaints may be directed to Gwen Lexow Title IX Officer or via email at .

About Bates:

Bates is internationally recognized as a leading liberal arts college attracting 2000 students from across the U.S. and around the world.

Since 1855 Bates has been dedicated to educating the whole person through creative and rigorous scholarship in a collaborative residential community. Committed to opportunity and excellence Bates has always admitted students without regard to gender race religion or national origin.

Cultivating intellectual discovery and informed civic action Bates prepares leaders sustained by a love of learning and zeal for responsible stewardship of the wider world. Bates engages the forces intellectual trends demographic changes and technology that are transforming higher education and the world into which our students graduate.

Bates has highly competitive admissions graduates over 90 percent of its entering students and more than half of its alumni earn graduate degrees. Bates employs 200 faculty members and 550 staff.

The college is proud of deep roots in the Lewiston/Auburn community Maines second-largest urban area with a population of approximately 65000. Bates is located on a beautiful 133-acre traditional New England campus in Lewiston an emerging city with an entrepreneurial climate a lively arts scene and a dynamic business community. Bates is 35 miles north of Portland 140 miles north of Boston and 350 miles north of New York City.

Required Experience:

Director