Director, Client Tech Svcs

About the role

Develops and directs the implementation of strategic plans for information technology (IT) functional department(s), unit(s), or program(s) to ensure that resources are utilized to provide effective administrative, research, outreach, and/or instructional information technology services. May directly manage IT services.

Job Responsibilities

• Directs strategic information technology planning initiatives and establishes objectives for IT functional department(s), unit(s), or program(s) to ensure appropriate use of financial, administrative, staffing resources in alignment with the strategic plan.
• Develops operating policies and procedures to comply with regulations, institutional policies, and unit objectives.
• Exercises supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2.0 full-time equivalent (FTE) employees.
• May develop and audit the unit budget and/or financials.
• Serves as a liaison representing the interests of the unit to internal and external stakeholders.
• Frequently assists the division's IT director in advising institutional or divisional leadership on information technology operations and business models.
• Performs manager functions.

Additional Responsibilities

• Supervise the Client Technology Services team including staff and student employees.
• Recommend hiring, suspension, lay off, recall, promotion, evaluation, assignment and discipline of those employees directly supervising.
• Direct the planning, oversee all activities and delivery of Client Technology Services (CTS) team including the IT help desk and support for hardware and software for personal computer systems, printers, network distribution, and specialized electronic services.
• Prioritize multiple requests for services from a broad constituent base including help requests, projects, outages, incidents.
• Manage and coordinate the campus student laptop program (eStout).
• Collaborate with academic stakeholders to ensure student devices meet the needs of UW-Stout students in their respective academic programs.
• Lead and participate in project management efforts.

Department Client Technology Services (CTS)

Serves as the primary contact point for Learning and Information Technology (LIT) services, providing both online and in-person technical support and consultation. CTS is committed to connecting students, staff, and faculty with resources, tools, and guidance essential for fulfilling their technological needs. CTS also oversees the eStout Laptop Program, which equips students with the necessary hardware, software, and support services to ensure our digital environment aligns with their academic success. CTS also takes pride in hosting the Student Technological Assistance and Resources (STAR) team: this independently managed student group plays a vital role in sustaining campus and eStout technology by providing an expansive range of invaluable support services.

Compensation

Competitive salary commensurate with the qualifications and experience. The salary range for this position at UW-Stout is $75,000-$87,000. The Universities of Wisconsin provides an excellent benefits package, including participation in the Wisconsin State retirement plan, demonstrating our commitment to the diverse needs of our employees.

Qualifications

• Associate degree or equivalent experience.
• 2 years’ experience with management and supervision.
• Experience troubleshooting client technology issues.
• Demonstrated knowledge of endpoint technologies including Mac and Windows devices.
• Demonstrated excellent customer service skills when working with internal and external stakeholders.
• Demonstrated strong interpersonal and communication skills.
• Strong analytical and problem-solving skills.
• Fundamental knowledge of Artificial Intelligence (AI) concepts and the ability to evaluate and apply AI-enabled tools across the institution.

Preferred Qualifications

• Bachelor’s degree by the start of employment.
• K12 or higher-ed experience.
• Service Management experience e.g., ITIL.
• Experience managing or serving as a senior member of an Information Technology Help/Service Desk.
• Experience with performance management and leadership techniques.
• Demonstrated excellent organizational skills.
• Ability to communicate and collaborate with people of varying levels of technical skills.
• Experience developing, delivering, and updating user documentation and training materials.
• Ability to use metrics to provide realistic resource requirements and create measurable objectives.
• Ability to prioritize multiple requests for services from a broad constituent base.
• Experience with vendor relationships, procurement, and asset management.