Director of Client Support Services - Athens State University : Job Details

JOB SUMMARY:Directs technical staff to develop and execute the delivery of technology support services that enable and empower students, faculty, and staff in their use of desktop computing, academic computing labs, instructional classrooms, campus presentation and performance venues, and technology help desk services. Serves as the primary end-user advocate to ensure all client-serving technology resources are coordinated effectively.ESSENTIAL FUNCTIONS:Direct Client Support staff in the daily technology support and operations required for the delivery of instruction online and on-groundWork closely with ITS and ATLIS directors to coordinate the development and delivery of all information and communication technologies for the universityOversee the learning management system including technical implementation and course delivery operationsProvide leadership in the selection, implementation, and management of academic and administrative desktop computing resources including hardware, software, and peripheralsCreate and maintain best practices, develop and implement operational procedures, and drive continuous improvement in client satisfaction and service delivery.Establish performance standards and track key metrics to evaluate the effectiveness of client service efforts and identify areas for growth.Manage campus-wide desktop computing and academic software licensesEnsure desktop software implementation and delivery align with the central systems requirementsDevelop and establish baseline technologies for presentation and performance venues that are easily accessed and used by both the university employees and guestsDevelop a campus technology delivery plan in coordination with the director of information technology servicesCoordinate the employee technology resource onboarding orientation processDirect help desk services and support to appropriately align resources required to meet standing service level goalsAlign operational plans that directly support course delivery and classroom instructional technology innovations developed in ATLIS.Recommend and develop training and resources for employee professional development in the use and application of computing and instructional technologiesWork closely with both administrative and academic leadership to nurture the ongoing development of knowledge and understanding of end-user computing needsWork closely with the university Student Success Center to understand the technologies and services required for student successManage the desktop and instructional technology budgetsDevelop and maintain the department's annual assessment plan and report by setting goals, measuring outcomes, and using results for improvementPromote the ongoing improvement in the user experience with technologyPerform other duties as assignedQualifications QUALIFICATIONS REQUIRED:Master's degreeAt least 10 years of experience supporting the use and delivery of information technologies in higher educationStrong knowledge and experience in instructional technology supportStrong skills in using and managing desktop technology supportExperience with directing technical staff in an environment with competing prioritiesExcellent oral and written communication skills and the ability to communicate effectively with both technical and non-technical staffKnowledge and experience with learning management systems and course deliveryOTHER QUALIFICATIONS AND JOB REQUIREMENTS:Preferred:Information Technology Infrastructure Library (ITIL) certificate or other IT Service Management (ITSM) certificate, or obtain within 12 months of employmentExperience working with academic leadership and faculty to formulate and implement instruction technologies and professional development resources.WORKING CONDITIONS:Must be able to remain in a stationary position for 65% of the timeMust be able to adjust or move objects up to 25 pounds in all directionsRequires frequent communication with students, faculty, and staffFrequently performs tasks that use repeating motions of the wrists, hands, and/or fingersClarity of vision for frequent use of computers and other technological devices To apply visit: Review of applications will begin as soon as possible and will remain open until filled.recblid 9efy9lygejxi59p4d3reojzqee7j3v