Director of Client Services

Director of Client Services
The University of North Carolina at Charlotte

The University of North Carolina at Charlotte (UNC Charlotte) is seeking a Director for the Client Services Division within Information Technology Services. The Information and Technology Services department of UNC Charlotte supports the mission critical computing systems of the University (e.g. Banner, Network Infrastructure, Learning Management Systems, etc.). ITS provides technology support for teaching, learning and research. The Client Services division of ITS provides support for student lab computing; first level support for all faculty, staff and students; and desktop planning and support for over 3,000 campus PCs.

The Director of Client Services is primarily responsible for first level IT support for centrally provided services. The Director develops the strategy and policies, creates plans, and oversees the implementation of our student computing environment in addition to monitoring budgets, performance metrics, and community feedback in a manner that best supports the academic needs of the University. In a similar manner, the Director is responsible for managing our overall computer support environment for faculty and staff. The goal in all cases is to provide a high level of support to our clients so that they may be successful in part by monitoring and driving the efficiency and effectiveness of the Incident, Change, and Problem Management processes. The Director of Client Services will also act as the ultimate advocate for the UNC Charlotte community and is responsible for the front line, incident support for all University enterprise systems including first and second tier desktop computing support. Additionally, the Director of Client Services will ensure that staff is adequately prepared to meet expectations which includes staff development, defining clear goals and objectives, and developing a talent management program for Client Services.

The Director works closely with ITS senior staff in many cases modeling a project team basis to implement the ITIL best practices framework. With the ITIL framework as a guide, the Director manages service transition and plays a key role in defining and monitoring service quality in cooperation with the Director of IT Policy and IS Compliance.

Education, Skills, Certification/Licensure, and Experience Requirements:

The candidate must have a broad understanding of help desk, desktop computing, network services, enterprise systems, and related management, planning, and support issues. Candidates must have applicable experience in the institutional management of large computing environments supporting enterprise administrative systems. Candidates must be familiar with, and committed to, the application of rigorous methods for quality control. An ability to build and maintain teams is essential. Candidates must have excellent interpersonal and communication skills. Candidates must demonstrate familiarity with the ITIL framework. Bachelor’s degree is required and some work toward an advanced degree is preferred.

Special Notes to Applicants

TO APPLY: Qualifications, responsibilities and application information are available at