Director of Client Support Services
: Job Details :

Under the general direction of the Chief Information Officer, the Director of Client Support Services provides leadership and direction for the ITS Service Desk, Desktop Support, Computer Lab Support, Campus Audio/visual support, Classroom support, and Asset Management. These teams are dedicated to ensuring that individual students, faculty, and staff have access to the technology and technical support that they need to facilitate excellence in teaching, learning, and operations.

Position Specific Responsibilities/Accountabilities:

Executive Leadership

* Promote and facilitate modern and client centric experiences resulting from a highly integrated and effective client support team.

* Work with subordinate team managers/supervisors to ensure operational excellence as well as team growth and engagement.

* Build and maintain effective partnerships with stakeholders from ITS, academic and administrative units, libraries, auxiliary services, and other stakeholders to achieve mutual goals.

* Ensure the adoption of industry standards, best practices, innovation, and industry engagement by Client Support teams.

* Participate in ITS departmental planning, policies, and procedures development, and decision-making.

* Establish and track departmental goals, objectives, and budgets, considering emerging trends and customer satisfaction in order to guide future programs and initiatives.

* Develop and manage strong vendor partnerships, including price negotiation and problem escalation.

Service Desk Management:

* Oversee the strategic direction of the Service Desk to ensure the delivery of timely and frictionless services and support.

* Ensure that the Service Desk proactively contributes to the promotion and adoption of ITS services and products.

Desktop Support:

* Oversee the strategic direction of the Field Services team to ensure students, faculty, and staff have access to the technology and technical support that they need to facilitate teaching, learning, and operational excellence

Computer Lab Support:

* Oversee the strategic direction of the Computer Lab Support team to ensure students and faculty have access to the technology and technical support that they need to facilitate teaching and learning.

Campus Audio/Visual Support:

* Oversee the strategic direction of Campus Audio/Visual services to ensure students, faculty, staff, and LMU stakeholders have world class teaching, learning, and stakeholder engagement experiences thereby promoting LMU's value and brand.

Learning Space Support:

* Oversee the strategic direction of the Learning Space/Classroom Support team to ensure the creation and maintenance of world class learning spaces

Asset Management:

* Oversee the strategic direction of the management of hardware, software, and printer assets to promote service, stewardship, and security thereby improving the operations of the University.

Other Duties

* Represent LMU within internal and external communities and at professional organizations or associations, serve on committees as required.

* Perform other duties as assigned or requested.

Loyola Marymount University Expectations

Exhibit behavior that supports the mission, vision, and values of the university. Communicate and employ interpersonal actions that model high standards of professional, responsible, accountable, and ethical conduct. Demonstrate a commitment to outstanding customer service.

Requisite Qualifications:

* A bachelor's degree in Information Technology, Computer Science, or a related field.

* Minimum of 5 years of experience in IT support services, with at least 2 years in a managerial role.

* Strong leadership and team management skills.

* Excellent problem-solving and analytical abilities.

* Effective communication and interpersonal skills.

* Knowledge of ITIL or other IT service management frameworks is a plus.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills of this position.

#HERC# #HEJ#

Staff Regular

Salary range

$112,200.00 - $151,500.00 Salary commensurate with education and experience.

Loyola Marymount University, a Carnegie classified R2 institution in the mainstream of American Catholic higher education, seeks outstanding applicants who value its mission and share its commitment to inclusive excellence, the education of the whole person, and the building of a just society. LMU is an equal opportunity employer committed to providing an environment free from discrimination and harassment as defined by federal, state and local law. We invite all persons in the full diversity of their being, life experience, and beliefs to apply. (Visit www.lmu.edu for more information.)