Director of Client Support Services - University Information Services (UIS)
Director of Client Support Services - University Information Services (UIS)
The Director of Client Support Services works with the client community in Georgetown University, as well as internal UIS departments, to plan and provide endpoint and infrastructure support to approximately 8,000 computer systems and mobile devices utilized by the end-user community. S/he maintains the UIS service catalog, routing and escalation rules, and KB integration in support of the service desk operational requirements. The Director leads and/or participates in UIS and University-wide strategic committees and programs such as Computer Replacement Cycles, Computer Acquisition and Standards, and other initiatives involving desktop services that could impact services across many other UIS and non-UIS departments. Reporting to Director for Service Management, and indirectly supervises 14 technical staff members and 18 student employees, the X Director of Client Support Services has duties that include but are not limited to:
Organizational Development and Supervision
- Develops strategic plans, and also organizes and structures team composition and assignment areas based on resources and client needs; orients teams to the clientele including administration, faculty, and staff at their desktop, classrooms, and labs on the Main Campus and at the Medical Center; assures team members have the necessary skill sets to meet the needs of the community served involving all aspects of desktop, network, and communications support; identifies staffing requirements and puts in place training programs to utilize existing staff to populate the teams; and communicates to immediate supervisor additional staffing requirements as the need arises.
- Builds a good working relationship with client communities served in order to manage expectations, address needs and enhance existing services; and works with other UIS groups to negotiate memorandums of understanding (MOU) and service-level agreements (SLA) with the client community
- Explores unique support alternatives and proposes options to extend support to areas requiring special resources and areas managing their own desktop resources; as needed, forms special back-up teams including either FTE staff or contractors to handle migrations, upgrades, and address staff shortages.
- Establishes and sets goals, priorities and metrics within these areas of responsibility; defines the necessary policies and procedures to ensure that work is performed efficiently following standards, protects the privacy and security of user's data and GU systems, and meets the needs of the specific communities served; puts in place processes to balance priorities and address the cyclical needs of various client communities; ensures that these processes, policies procedures and priorities are communicated to the client community with the assistance UIS support groups and stakeholders; works closely with UIS to ensure that service request issues are resolved in a timely manner and to the client's satisfaction following established guidelines and parameters; explores options for remote troubleshooting practices to be used by team members; handles escalations of extreme user frustration or emergency nature.
- Plans for and manages existing desktop resources, including voice, video and data technologies; puts in place the necessary asset management tools and procedures to track resources and replacements cycles; evaluates technology standards, performance of current software, hardware and systems and recommends changes or enhancements as required; works collaboratively and participates in planning efforts with groups to perform capacity planning, upgrade core business systems and technology services in classrooms, labs and student residence halls; works closely with UIS Business Service Center to handle financing and billing issues; and submits budgetary projects for a 3-5 year time frame.
- Works with other UIS organizations to develop an accurate inventory of the hardware and software in its own organization; and works with other UIS organizations to develop an inventory of those organizations not directly supported by UIS.
Special Projects Management
- Desktop Replacement Cycle Project Assesses and develops the yearly desktop replacement plan that impacts several departments; develops strategies for ordering, receiving, and storing systems have to be developed; and ramps up time, deployment schedules, early notification contact management, along with excellent organizational and interpersonal skills in a very dynamic environment to ensure minimal impact on the client community.
- Deployment of Special Hardware and Software Organizes technical teams to work with UIS departments to install and upgrade university applications that impact on various departments in Georgetown University and Georgetown University Medical Center.
- Performs additional project management duties beyond the daily provision and maintenance of current desktop technologies such as core information systems migrations, departmental moves, infrastructure upgrades and University-wide security and technology initiatives affecting the endpoint devices.
Long Range Planning and Leadership
- Provides leadership by identifying and setting in motion the changes that can enhance the ability of endpoint support group to meet user's needs and expectations for short and long-term support.
- Participates in Service Management and UIS senior organizational staff meetings.
- Serves on and represents UIS in several University-wide strategic committees.
- Pro-actively identify service and organizational problems affecting the user community and works with Directors, Associate Directors and Managers as appropriate to implement solutions.
- Stays abreast of current and emerging technologies and service delivery issues which affect the nature faculty, staff and student technology needs through contact with professional organizations, literature, industry vendors and colleagues at peer institutions.
- Bachelor's degree in a technical field, preferably IT or equivalent work experience - Master's degree preferred or additional education or years of work experience
- Preference for IT certifications
- 7 to 10 years hands on experience in both the technical field and the management field
- Experience in higher education environment
- Experience in operating in a decentralized fashion across a dispersed geographic location
- Ability to take on both short-term planning issues and strategic issues and planning within this group that can also span into other major groups
- Flexibility and skill in handling a wide range of management and organizational issues
- Ability to recognize and understand various technical issues involving internal staff and Georgetown University faculty, administration, and staff members
- Excellent understanding of infrastructures of a networked environment
- Excellent troubleshooting and technical skills
- Ability to formulate and forecast budgets as well as understand and negotiate contracts
- Experience managing staff and dealing with sensitive personnel matters
- Good interpersonal skills in working with faculty, staff, students and vendors
- Good problem solving, diagnostic, and verbal and written communication skills
- Ability to stay current with advancing endpoint support and network technologies
- Positive attitude and leadership skills, patience
- Good organizational and team building skills
- Strong customer service orientation
- Availability and willingness to travel, to work in multiple locations in the greater DC area, and to work evenings and weekend when needed
- Working knowledge of current endpoint operating systems such as Windows, macOS, Linux, iOS, and Android
- Understanding of networking principles, protocols, and emerging technologies
- Understanding of enterprise endpoint management systems and best practice security and configuration management such as AD, SCCM, and Jamf Pro
- Understanding physical network infrastructure, including switches, VLANs, network cabling concepts and protocols
- Experience with telephone and video services, including VoIP, soft client support, and online video conference software
- Understanding of IT Service Management principles
- Experience in training users and staff
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