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Director, Client Services and Engagement

Posted: August 13, 2020
Description
Skills
Education
Company Description

Reporting directly to the VP/CIO, the Director of Client Services and Engagement will be responsible for implementing an overall IT engagement, service, and support strategy that reflects the values of New York Tech and the Information Technology Services (ITS) division. The incumbent will also, in partnership with the CIO and ITS leadership team, be responsible for cultivating and maintaining excellent relationships with our user community. This includes developing an understanding of the needs of our campus community and by obtaining feedback and re-calibrating priorities and activities based on such feedback.
SPECIFIC RESPONSIBILITIES

Working closely with the VP/CIO, develops and maintains a sense of confidence and trust in ITS across the campus community to include faculty, students and staff through a variety of frequent communication and engagement activities.
Collaborates with the ITS leadership team in establishing internal priorities informed by our deep knowledge of and empathy for the user community.
Oversees and directs an end-user support organization and supporting systems that effectively and efficiently triages and addresses end-user support needs with special sensitivity to our academic mission and institutional strategic goals.
Effectively gathers and uses client satisfaction and service use data to inform the work of the department and the ITS division.
Maintains the divisional service catalog and service level agreements; draft IT policy as needed.
Sets and manages expectations, standards and protocols for problem resolution and escalation; actively monitors and measures service performance.
Communicates on behalf of the ITS division, including management of the ITS division website and various newsletters, with a focus on keeping our community informed of our work; celebrating the innovative use of technology by faculty, students and staff; maximizing the benefits of our service catalog; and maintaining a clear understanding of all ITS-related policies and processes.
Maintains accurate and precise device inventories.
Leads end-user hardware and software evaluation, specification, and deployment management
Organizes and engages key end-user constituent groups, and distributed ITS staff groups, and technology interest groups.
Leads, manages, and evaluates performance for all members of the Client Services and Engagement team including highly skilled full-time, part-time, and student employees
Performs any other duties as assigned/needed.

Evidence of successful and progressively responsible roles in an information technology or related area (including growth in levels of responsibility, complexity of work, numbers and sophistication of employees) related to the essential responsibilities listed. Demonstrated willingness and ability to carry out the essential responsibilities listed with humility, grace, and optimism; understanding of and sensitivity to the diverse and inclusive nature of a distinguished higher education environment. Professional experience developing web content and newsletters or other promotional materials. Experience configuring and using a service management system; experience measuring client satisfaction and using data to develop support and service strategies; experience designing and implementing a comprehensive, accurate and precise deployment management strategy; experience supporting both academic and administrative users in the use of the specific systems in use at New York Tech such as TargetX, Salesforce, PeopleSoft, Canvas LMS, and the full Microsoft Office Suite including O365. Top notch writing skills! Exceptional interpersonal and communication skills; the ability to communicate effectively with people at varying levels of computer literacy; the ability to establish collaborative working relationships at all levels of the University; excellent customer service skills; high degree of integrity relative to data security/privacy/confidentiality. Excellent organizational and time-management skills; demonstrated ability to anticipate problems, regularly exercise independent judgment and respond quickly and appropriately to issues and opportunities as they arise, advising the Vice President and other senior ITS administrators accordingly. Ability to show initiative and resolve problems independently and collaboratively, manage multiple projects/priorities, follow through on projects/tasks to completion in a dynamic, fluid environment; achieve successful outcomes with difficult situations and customers, effectively communicate by phone or in person, interact with senior management. Ability to work independently and as part of a team; ability to set priorities and work concurrently on multiple tasks and projects; ability to communicate progress/problems to appropriate personnel effectively. Demonstrated ability to work effectively with students, faculty, and staff from a variety of diverse backgrounds in support of a welcoming and inclusive environment. Ability to work nights and weekends on an as-needed basis.

Bachelor’s Degree; minimum 8 years of full-time professional experience in an IT or technology support organization, including: at least two years in a role directly supporting end-users in Windows, MacOS, and at least one mobile device operating system; and at least five years in a role directly supervising, developing, and mentoring information technology or technical support employees.

New York Institute of Technology offers 90 undergraduate, graduate, and professional degree programs in more than 50 fields of study, including computer science, data, and cybersecurity; biology and biomedical studies; architecture and design; engineering; health professions and medicine; IT and digital technologies; management; communications and marketing; education and counseling; and energy and sustainability. A nonprofit, independent, private, and nonsectarian institute of higher education, it welcomes more than 9,000 students worldwide. The university has campuses in New York City and Long Island, New York; Jonesboro, Arkansas; and Vancouver, British Columbia, as well as programs around the world. New York Tech embraces its mission to provide career-oriented professional education, give all qualified students access to opportunity, and support research and scholarship that benefits the larger world. More than 100,000 alumni comprise an engaged network of doers, makers, and innovators prepared change the world, solve 21st-century challenges, and reinvent the future. For more information, visit nyit.edu.  

Description

Reporting directly to the VP/CIO, the Director of Client Services and Engagement will be responsible for implementing an overall IT engagement, service, and support strategy that reflects the values of New York Tech and the Information Technology Services (ITS) division. The incumbent will also, in partnership with the CIO and ITS leadership team, be responsible for cultivating and maintaining excellent relationships with our user community. This includes developing an understanding of the needs of our campus community and by obtaining feedback and re-calibrating priorities and activities based on such feedback.
SPECIFIC RESPONSIBILITIES

Working closely with the VP/CIO, develops and maintains a sense of confidence and trust in ITS across the campus community to include faculty, students and staff through a variety of frequent communication and engagement activities.
Collaborates with the ITS leadership team in establishing internal priorities informed by our deep knowledge of and empathy for the user community.
Oversees and directs an end-user support organization and supporting systems that effectively and efficiently triages and addresses end-user support needs with special sensitivity to our academic mission and institutional strategic goals.
Effectively gathers and uses client satisfaction and service use data to inform the work of the department and the ITS division.
Maintains the divisional service catalog and service level agreements; draft IT policy as needed.
Sets and manages expectations, standards and protocols for problem resolution and escalation; actively monitors and measures service performance.
Communicates on behalf of the ITS division, including management of the ITS division website and various newsletters, with a focus on keeping our community informed of our work; celebrating the innovative use of technology by faculty, students and staff; maximizing the benefits of our service catalog; and maintaining a clear understanding of all ITS-related policies and processes.
Maintains accurate and precise device inventories.
Leads end-user hardware and software evaluation, specification, and deployment management
Organizes and engages key end-user constituent groups, and distributed ITS staff groups, and technology interest groups.
Leads, manages, and evaluates performance for all members of the Client Services and Engagement team including highly skilled full-time, part-time, and student employees
Performs any other duties as assigned/needed.

Skills

Evidence of successful and progressively responsible roles in an information technology or related area (including growth in levels of responsibility, complexity of work, numbers and sophistication of employees) related to the essential responsibilities listed. Demonstrated willingness and ability to carry out the essential responsibilities listed with humility, grace, and optimism; understanding of and sensitivity to the diverse and inclusive nature of a distinguished higher education environment. Professional experience developing web content and newsletters or other promotional materials. Experience configuring and using a service management system; experience measuring client satisfaction and using data to develop support and service strategies; experience designing and implementing a comprehensive, accurate and precise deployment management strategy; experience supporting both academic and administrative users in the use of the specific systems in use at New York Tech such as TargetX, Salesforce, PeopleSoft, Canvas LMS, and the full Microsoft Office Suite including O365. Top notch writing skills! Exceptional interpersonal and communication skills; the ability to communicate effectively with people at varying levels of computer literacy; the ability to establish collaborative working relationships at all levels of the University; excellent customer service skills; high degree of integrity relative to data security/privacy/confidentiality. Excellent organizational and time-management skills; demonstrated ability to anticipate problems, regularly exercise independent judgment and respond quickly and appropriately to issues and opportunities as they arise, advising the Vice President and other senior ITS administrators accordingly. Ability to show initiative and resolve problems independently and collaboratively, manage multiple projects/priorities, follow through on projects/tasks to completion in a dynamic, fluid environment; achieve successful outcomes with difficult situations and customers, effectively communicate by phone or in person, interact with senior management. Ability to work independently and as part of a team; ability to set priorities and work concurrently on multiple tasks and projects; ability to communicate progress/problems to appropriate personnel effectively. Demonstrated ability to work effectively with students, faculty, and staff from a variety of diverse backgrounds in support of a welcoming and inclusive environment. Ability to work nights and weekends on an as-needed basis.

Education

Bachelor’s Degree; minimum 8 years of full-time professional experience in an IT or technology support organization, including: at least two years in a role directly supporting end-users in Windows, MacOS, and at least one mobile device operating system; and at least five years in a role directly supervising, developing, and mentoring information technology or technical support employees.

Company Description

New York Institute of Technology offers 90 undergraduate, graduate, and professional degree programs in more than 50 fields of study, including computer science, data, and cybersecurity; biology and biomedical studies; architecture and design; engineering; health professions and medicine; IT and digital technologies; management; communications and marketing; education and counseling; and energy and sustainability. A nonprofit, independent, private, and nonsectarian institute of higher education, it welcomes more than 9,000 students worldwide. The university has campuses in New York City and Long Island, New York; Jonesboro, Arkansas; and Vancouver, British Columbia, as well as programs around the world. New York Tech embraces its mission to provide career-oriented professional education, give all qualified students access to opportunity, and support research and scholarship that benefits the larger world. More than 100,000 alumni comprise an engaged network of doers, makers, and innovators prepared change the world, solve 21st-century challenges, and reinvent the future. For more information, visit nyit.edu.  

Position Overview

Company

New York Institute of Technology

Location

Old Westbury, NY

Job Type

Full time

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Position Details

Description

Reporting directly to the VP/CIO, the Director of Client Services and Engagement will be responsible for implementing an overall IT engagement, service, and support strategy that reflects the values of New York Tech and the Information Technology Services (ITS) division. The incumbent will also, in partnership with the CIO and ITS leadership team, be responsible for cultivating and maintaining excellent relationships with our user community. This includes developing an understanding of the needs of our campus community and by obtaining feedback and re-calibrating priorities and activities based on such feedback.
SPECIFIC RESPONSIBILITIES

Working closely with the VP/CIO, develops and maintains a sense of confidence and trust in ITS across the campus community to include faculty, students and staff through a variety of frequent communication and engagement activities.
Collaborates with the ITS leadership team in establishing internal priorities informed by our deep knowledge of and empathy for the user community.
Oversees and directs an end-user support organization and supporting systems that effectively and efficiently triages and addresses end-user support needs with special sensitivity to our academic mission and institutional strategic goals.
Effectively gathers and uses client satisfaction and service use data to inform the work of the department and the ITS division.
Maintains the divisional service catalog and service level agreements; draft IT policy as needed.
Sets and manages expectations, standards and protocols for problem resolution and escalation; actively monitors and measures service performance.
Communicates on behalf of the ITS division, including management of the ITS division website and various newsletters, with a focus on keeping our community informed of our work; celebrating the innovative use of technology by faculty, students and staff; maximizing the benefits of our service catalog; and maintaining a clear understanding of all ITS-related policies and processes.
Maintains accurate and precise device inventories.
Leads end-user hardware and software evaluation, specification, and deployment management
Organizes and engages key end-user constituent groups, and distributed ITS staff groups, and technology interest groups.
Leads, manages, and evaluates performance for all members of the Client Services and Engagement team including highly skilled full-time, part-time, and student employees
Performs any other duties as assigned/needed.

Skills and Experience

Evidence of successful and progressively responsible roles in an information technology or related area (including growth in levels of responsibility, complexity of work, numbers and sophistication of employees) related to the essential responsibilities listed. Demonstrated willingness and ability to carry out the essential responsibilities listed with humility, grace, and optimism; understanding of and sensitivity to the diverse and inclusive nature of a distinguished higher education environment. Professional experience developing web content and newsletters or other promotional materials. Experience configuring and using a service management system; experience measuring client satisfaction and using data to develop support and service strategies; experience designing and implementing a comprehensive, accurate and precise deployment management strategy; experience supporting both academic and administrative users in the use of the specific systems in use at New York Tech such as TargetX, Salesforce, PeopleSoft, Canvas LMS, and the full Microsoft Office Suite including O365. Top notch writing skills! Exceptional interpersonal and communication skills; the ability to communicate effectively with people at varying levels of computer literacy; the ability to establish collaborative working relationships at all levels of the University; excellent customer service skills; high degree of integrity relative to data security/privacy/confidentiality. Excellent organizational and time-management skills; demonstrated ability to anticipate problems, regularly exercise independent judgment and respond quickly and appropriately to issues and opportunities as they arise, advising the Vice President and other senior ITS administrators accordingly. Ability to show initiative and resolve problems independently and collaboratively, manage multiple projects/priorities, follow through on projects/tasks to completion in a dynamic, fluid environment; achieve successful outcomes with difficult situations and customers, effectively communicate by phone or in person, interact with senior management. Ability to work independently and as part of a team; ability to set priorities and work concurrently on multiple tasks and projects; ability to communicate progress/problems to appropriate personnel effectively. Demonstrated ability to work effectively with students, faculty, and staff from a variety of diverse backgrounds in support of a welcoming and inclusive environment. Ability to work nights and weekends on an as-needed basis.

Education

Bachelor’s Degree; minimum 8 years of full-time professional experience in an IT or technology support organization, including: at least two years in a role directly supporting end-users in Windows, MacOS, and at least one mobile device operating system; and at least five years in a role directly supervising, developing, and mentoring information technology or technical support employees.

Company Description

New York Institute of Technology offers 90 undergraduate, graduate, and professional degree programs in more than 50 fields of study, including computer science, data, and cybersecurity; biology and biomedical studies; architecture and design; engineering; health professions and medicine; IT and digital technologies; management; communications and marketing; education and counseling; and energy and sustainability. A nonprofit, independent, private, and nonsectarian institute of higher education, it welcomes more than 9,000 students worldwide. The university has campuses in New York City and Long Island, New York; Jonesboro, Arkansas; and Vancouver, British Columbia, as well as programs around the world. New York Tech embraces its mission to provide career-oriented professional education, give all qualified students access to opportunity, and support research and scholarship that benefits the larger world. More than 100,000 alumni comprise an engaged network of doers, makers, and innovators prepared change the world, solve 21st-century challenges, and reinvent the future. For more information, visit nyit.edu.  

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