Client Services Director jobs in Binghamton, NY

Budget Title: Assistant Director Computing Services (SL-5)

Local Campus Title: Assistant Director of Client Support Services

Salary: Commensurate with experience

Binghamton University is looking for an Assistant Director to lead the Client Support Services team which is a part of the Technology Support Services group within the Information Technology Services (ITS) Department. Client Support Services is a customer-focused team responsible for providing first and second level technology support for the University community, and includes the Help Desk, the Learning Management System (LMS) Brightspace, and the Residential Consultant program.

The successful candidate must be a motivated individual with excellent management skills, a deep understanding of technical support, and a passion for delivering premier service. The Assistant Director will manage a dynamic and diverse group of employees, with a focus on providing first and second level technical assistance to our University customers, including students, staff, faculty, and other stakeholders. They will lead or contribute to a wide range of projects, both independently and as part of a larger team. Additionally, the Assistant Director of Client Support Services collaborates with the Assistant Director of Technical Support Services to monitor and ensure the highest level of service is provided to the University community.

This position reports to the Director of Technology Support Services and will work closely with the Administrative and Academic departments, the campus community, and other key groups/staff members within Information Technology Services (ITS).

In addition, the Assistant Director will:

• Develop and implement multi-year professional development plans for members of the Client Support Services team to enhance their skills and proficiency.
• Oversee the management of all TeamDynamix support tickets routed through the Help Desk, ensuring timely and effective resolution.
• Participate in the administration of TeamDynamix, ITSM, focusing on Service Management standards and processes.
• Maintain the Information Technology Services (ITS) Service Catalog and Knowledge Base, ensuring accurate and up-to-date information for both internal and external users.
• Manage the ITS Repair Loaner Laptop Program, including the coordination and tracking of inventory and work with the Dean of Students CARE team to coordinate re-image and repairs for the CARE Loaner Laptop Program.
• Analyze performance metrics, within TeamDynamix and other systems, to identify trends and areas for improvement, recognize positive trends, recommend solutions for areas needing improvement, and prepare monthly performance reports for the Client Support Services team.
• Regularly survey customer satisfaction and respond to survey results; utilize survey results to continually improve quality of service.
• Maintain the ITS System Status page with updated information regarding ITS systems and outages.
• Manage the Client Support Services team workload across all areas and balance peak workload demands on the team accordingly.
• Foster a positive team environment with open communication, collaboration, and opportunities for professional growth.
• Demonstrate a positive and hardworking attitude.
• Work both independently and collaboratively within the team.
• Meet or exceed Binghamton University customer's expectations, ensuring that the Client Support Services team consistently delivers exceptional support to the University community.
• Must be able to maintain data confidentiality and compliance with regulatory requirements (HIPAA, etc.).

This position may be eligible for a hybrid work location under the NYS approved remote work location agreement.

Visa sponsorship is not available for this position

• Bachelor's degree (or higher).
• Experience with direct management and supervision of a small to medium sized team, preferably at least two years.
• Minimum of three years of general technical support experience.
• Demonstrated familiarity with Windows and Mac operating systems, Microsoft Office products, and Google Workspace.
• Familiarity with ITIL, ITSM, or similar standards.
• Strong organizational, time management, and documentation skills.
• The ability to communicate effectively, both orally and in writing, with both technical and non-technical audiences.
• Demonstrated interest, ability, and curiosity to stay abreast of new technology.
• Experience handling HR matters, including conducting interviews, making hiring decisions, training, and evaluating employee performance.
• Is positive, optimistic, and flexible, even in challenging situations.
• Excellent interpersonal and communication skills with a demonstrated ability to work in and build a team environment.
• The ability to deal with ambiguity in a changing business environment.
• Must be a positive, hardworking person able to deal successfully with a diverse group of users, faculty, staff, and students.
• Experience working in a large complex organization.
• Demonstrated ability to work under pressure with varying demand for services and projects while maintaining a professional demeanor.

Preferred:

• Bachelor's degree is in an Information Technology related field.
• Experience working in higher education or a research environment.
• ITIL, HDI, or similar certification.
• Experience with Learning Management System software, preferably D2L Brightspace.
• Experience with an Identity and Access Management System.
• Experience using TeamDynamix.
• Experience with project management and leading projects to a successful and on time completion.
• Experience with Student Information Systems, preferably Banner.
• Experience building and managing an operating budget.
• Demonstrated ability and motivation to learn new technologies and become adept at them quickly.

Offers of employment may be contingent upon successful completion of a pre-employment background check and verification of degree(s) and credentials.

Binghamton University is a tobacco-free campus.

Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor's Office of Employee Relations at (518) 474-6988 or via email at info@goer.ny.gov

Payroll information can be found on our website https://www.binghamton.edu/offices/human-resources/payroll/

Cover letters may be addressed "To the Search Committee."

Postings active on the website, accept applications until closure.

For information on the Dual Career Program, please visit:
https://www.binghamton.edu/offices/human-resources/prospective/dual-career/index.html

Equal Opportunity/Affirmative Action Employer
The State University of New York is an Equal Opportunity/Affirmative Action Employer. It is the policy of Binghamton University to provide for and promote equal opportunity employment, compensation, and other terms and conditions of employment without discrimination on the basis of age, race, color, religion, disability, national origin, gender identity or expression, sexual orientation, veteran or military service member status, marital status, domestic violence victim status, genetic predisposition or carrier status, or arrest and/or criminal conviction record unless based upon a bona fide occupational qualification or other exception.

As required by Title IX and its implementing regulations Binghamton University does not discriminate on the basis of sex in the educational programs and activities which it operates. This requirement extends to employment and admission. Inquiries about sex discrimination may be directed to the University Title IX Coordinator or directly to the Office of Civil Rights (OCR). Contact information for the Title IX Coordinator and OCR, as well as the University's complete Non-Discrimination Notice may be found here.