Director, Client Services

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Job description

Director, Client Services

Job Description Summary:

The Director, Client Services is responsible for ensuring an outstanding level of customer service by providing direct IT support to students, faculty, and staff in their University activities and by managing the student and full-time Help Center staff and operations, as well as the Desktop Services operations. This position also plays a key strategic role on the Client Services leadership team, making recommendations to the AVP, and assisting with related budget planning and management. Responsible for overseeing all day-to-day operational aspects of Client Services, including ticket management, customer relations, periodic special projects/events, and customer satisfaction levels. This position also has responsibilities for recommending, implementing, and reporting key performance measurements aligning with University and departmental strategic plans. This position would coordinate staff scheduling activities of full-time technical staff with the Help Desk Supervisors and the Enterprise Desktop Services Manager to ensure a high level of customer service and availability according to customer SLA's. This position will uphold the ITS core principles of outstanding collaboration and communication, a drive to succeed, a passion for higher learning, and acting with integrity.

Position Details:

Position Announcement:

Qualifications:

Bachelor's degree in Computer Science or related field; equivalency considered
Three years technical experience to include customer service and supervisory experience; required
Experience with Windows and MAC OS; required Demonstrated knowledge of upgrading and installing software on a multipurpose computing system; required Strong interpersonal and communication skills; required Experience with enterprise incident management systems; required Demonstrated knowledge of enterprise level networking and data security structures; required Experience within Higher Education; preferred

Special Instructions to Applicant:

This position has a minimum annual salary of $97,200 and will be located in Lincoln, NE. Please complete a standard application and attach a resume, cover letter and the names, email addresses and telephone numbers for three professional references.
If you should need assistance with your application, please call .

To apply, visit

The University of Nebraska does not discriminate based on race, color, ethnicity, national origin, sex, pregnancy, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, marital status, and/or political affiliation in its programs, activities, or employment. The University of Nebraska is an Equal Opportunity/Affirmative Action and E-Verify employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, gender identity, sexual orientation, or protected veteran status. All positions opened at the University of Nebraska are subject to veterans' preference.

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