Salem State University

Director of Client Support Service and Helpdesk

1 month ago
State Title
Job Category
Information Technology Services (ITS)
Pay Basis
Enter the Compensation Range for Applicants to View (Required for Administrator & Classified Positions)

General Statement of Duties

The ITS client services director has overall responsibility for client services staff and the activities associated with the support of faculty, staff and student systems, as directed by the strategic goals and objectives of the administration and information technology services (ITS). This includes identification, prioritization, and resolution of reported problems. The client services director is responsible for developing training procedures and providing coordination between the help desk/front line staff and networking/technical services, operations Services, application services, academic technologies, and telecommunications functional teams to resolve issues. The client services director is responsible for ensuring that all phases of client services support are coordinated, monitored, logged, tracked, and resolved. Will maintain responsibility for development, maintenance, and ongoing continual improvement of helpdesk software. Reporting to the chief information officer, the client services director will also maintain budget for department. and may assist in support and day to day management of university messaging systems.


Duties and Responsibilities

  1. (E) Support a robust and efficient User Services System
  2. (E) Support a robust and effective Knowledge base
  3. (E) Establish that appropriate system and workflow protocols and procedures are created and followed
  4. (E) Evaluate emerging technologies for integration into the User Support Systems
  5. (E) Recommend appropriate system and procedural changes in support of future growth and efficiency
  6. (E) Provide technical leadership and direction to administration and university offices
  7. (E) Supervise daily operations of client services personnel
  8. (E) Establish procedures for handling incoming support/service/event requests
  9. (E) Assign personnel to various operations, direct their activities, and review and evaluate performance, including performance appraisals
  10. (E) Monitor all phases of helpdesk support
  11. (E) Assist in phone support to log end user service requests, and troubleshoot networking and application problems, and answer staff questions. Handle and resolve top priority/escalated issues
  12. Participate in routine staff meetings and on matters relating to scheduling, equipment and personnel requirements for purposes of enhancing helpdesk efficiency
  13. May recommend changes in applications, procedures, data formats, quality control standards, or equipment location/utilization for improving overall operational efficiency of the support center
  14. Assist in day-to-day management of university messaging systems, monitors Office 365 service health, troubleshoots email delivery issues, and manages services requests, including adds and deletes of shared mailboxes, email address lists, and group creation
  15. Work closely with Information Security team to help identify network security issues, including password protection and information security awareness
  16. Establish procedure for managing and training student helpdesk analysts, repair room technicians, and lab assistant personnel
  17. Maintain personal knowledge and professional expertise consistent with current information technology trends within higher education
  18. Act as a communications conduit to the university community on IT issues
  19. Act as liaison to the various technology committees and president’s council
  20. Demonstrates sensitivity to student, faculty and staff of varying racial, ethnic, religious, gender, cultural, disability, sexual orientation and socioeconomic backgrounds
  21. Demonstrates sensitivity to students with a diversity of learning styles
  22. Serve as a role model and mentor for students as appropriate


Required Qualifications: Bachelor’s degree in related discipline; 5-7 years’ management experience in a technical user service environment; excellent customer service skills; working knowledge of current personal computer operating systems and productivity software, including Microsoft Office 2010, 2013, and 2016, Windows 7 and Windows 10, Mac OS, and Windows, iOS, and Android devices. Demonstrated ability to work in a team environment with strong interpersonal skills, both written and oral, and a positive attitude toward sharing expertise and assisting others to learn.

Preferred Qualifications: Master’s degree in related discipline; four to five years of experience in Enterprise Systems management in a higher education environment; experience in Virtualized environments; Canvas; People Soft; Office 365; Jira Service Desk; an understanding of ITIL concepts. A demonstrated ability to adjust to changing situations & respond to unplanned outages/ support needs, helpdesk management experience, customization of helpdesk tools and implementation of other productivity tools is preferred.


Working Conditions:

Salem State University complies with the Americans with Disabilities Act (ADA) to provide reasonable accommodation to qualified applicants and employee with disabilities.


Office activities are performed in an environmentally controlled office setting subject to extended periods of sitting and standing, keyboarding and interaction with computer equipment; Occasional bending, reaching, lifting, pushing and pulling up to 5 pounds. 


Special Instructions to Applicants:

Please apply online and attach resume and cover letter.


Employment is contingent upon a completed background and CORI check satisfactory to the university. Internal candidates are not subject to background check.  


EEO Statement:
Salem State University is an equal opportunity/affirmative action employer. Persons of color, women and persons with disabilities are strongly urged to apply.


Please Note: If there is no application deadline associated with a position, it may come down at any time. Once a posting is removed, additional applications will not be accepted.


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