Client Services Support Manager – HigherEdJobs | #education | #technology | #techjobs


Number of Vacancies: 1

Position Status: Full-Time, Regular

Salary Range:

Closing Date: Open Until Filled

Location: 4200
Connecticut Ave NW, Washington, DC 20008

Brief Description of Duties

primary purpose of the Client Services Support Manager is the delivery, management, and improvement of IT services to support and meet user
needs. The Client Services Support manager will be responsible for the oversight and leadership for Client Services including, but not
limited to: the IT Service Desk, Tier Two technical support, onboarding, IT asset management, incident/escalation management, software
library, IT service catalog, etc.; collaborates with other Office of Information Technology units to manage Tier One and Tier Two technical
support for the University; integrate industry-wide best practices to extend and improve the levels of IT service for faculty, staff,
students and guests in support of the University’s mission and goals and performs other duties as assigned.

The incumbent works under
the direct supervision of the Associate Vice President of Information Technology with general oversight provided by the Vice President of
Information Technology. In addition, the Incumbent works closely with other Directors and staff in the OIT department, as well as other
leaders throughout the University, to advance program goals and achieve strategic outcomes.

Essential Duties and

  • Lead and contribute directly to the strategy, development, implementation, sustainment, quality, and
    continuous improvement in IT Service Management processes and the OIT’s service delivery capability.
  • Active stakeholder and driver
    in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer
    contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance
  • Create, establish, monitor, measure, and report on a comprehensive set of metrics and Key Performance Indicators
    (KPIs) related to services, processes, operations, and delivery.
  • Own and lead the execution of the process development and
    improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.
  • Partner and collaborate with other teams
    to deliver a holistic IT Service Management program with a coordinated set of continuous improvement initiatives.
  • Establish
    standards and procedures for reporting and documentation.

Minimum Job Requirements

  • Bachelors’
    Degree in Computer Science or related field and/or commensurate experience working in similar positions.
  • At least 10 years of
    progressively responsible IT experience combining IT service management delivery, solutions implementation, project management, operations
    management, team leadership, with sensitivity and commitment to business problem-solving.
  • Five years successfully managing client
    service team.
  • Demonstrated experience in leading diverse teams.
  • ITIL v3 Expert certification.


  • Knowledge of developing and managing SLAs, KPIs, and critical success factors for IT Services,
    processes, operations, and work environments.
  • Knowledge of developing and managing continuous improvement programs using ITIL
    principles and framework
  • Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support
  • Service, project, and results-orientation, with strong analytical and problem-solving skills.
  • Experience in IT
    design, setups, installation, implementation, and maintenance. Ability to manage finite resources and juggle multiple priorities in a
    high-demand environment.
  • Evidence of strong client orientation and ability to form and build effective client
  • Exceptional verbal and written communication skills; expertise in setting and managing customer
  • Effective influencing and negotiating skills in an environment in which this role may not directly control
  • Strong knowledge and understanding of business needs, with the ability to establish and maintain a high level of customer
    trust and confidence.

Information to Applicant

Collective Bargaining Unit (Union):
This position is not part of the collective bargaining unit.

Employment Benefits: Selectee will be eligible
for health and life insurance, annual (vacation) and sick leave and will be covered under the University of the District of Columbia’ s
retirement plan (TIAA).

Equal Opportunity Employer: The District of Columbia Government is an Equal Opportunity
Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital
status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, or political

Notice of Non-Discrimination: In accordance with the D.C. Human Rights Act of 1977, as amended, D.C.
Official Code, Section 2-1401.01 et. seq., (Act) the University of the District of Columbia does not discriminate on the basis of actual or
perceived actual race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, family
responsibilities, matriculation, political affiliation, marital status, personal appearance, genetic information, familial status, source of
income, status as a victim of an intrafamily offense, place of residence or business,  or status as a covered veteran, as provided for and
to the extent required by District and Federal statutes and regulations. Sexual harassment is a form of sex discrimination which is also
prohibited by the Act.  In addition, harassment based on any of the above protected categories is prohibited by the Act.  Discrimination in
violation of the Act will not be tolerated.  Violators will be subject to disciplinary action.

Veterans Preference: 
Applicants claiming veterans preference must submit official proof at the time of application.

Visa Sponsorship: At
this time, the University of the District of Columbia does not provide sponsorship for visas (e.g. H-1B). This position is also ineligible
for Optional Practical Training (OPT).

Residency Preference: A person applying for a position who is a bona fide
District resident at the time of application for the position, may be awarded a 10-point residency preference over non-District applicants,
unless the person declines the preference points. If selected, the person shall be required to present no less than 8 proofs of bona fide
District residency on or before the effective date of the appointment and maintain such residency for 7 consecutive years from the effective
date of the appointment. Failure to maintain bona fide District residency for the 7-year period will result in forfeiture of employment.

Drug-Free Workplace: Pursuant to the requirements of the Drug-Free Workplace Act of 1988, the individual selected to
fill this position will, as a condition of employment, be required to notify his/her immediate supervisor, in writing, not later than five
(5) days after conviction of any criminal drug statute occurring in the workplace.

Background Investigation:
Employment with the University of the District of Columbia is contingent upon a satisfactory background investigation.  The
determination of a “satisfactory background investigation” is made at the sole discretion of the University of the District of Columbia. 
The University may refuse to hire a finalist, rescind an offer of employment to a finalist or review and may terminate the employment of a
current employee based on the results of a background investigation.

Disposition of Resume: Resumes received outside
the area of consideration and/or after the closing date will not be given consideration. You must resubmit your resume to receive
consideration for any subsequent advertised position vacancies. For the purpose of employment, resumes are not considered job applications.
Therefore, if selected for employment a UDC application will be required.

Job Offers: Official Job Offers are made
by the University of the District of Columbia, Office of Talent Management only.

Contact Information:  All
inquiries related to employment and job applications should be directed to UDC Office of Talent Management at (202) 274-5380.

The University of the District of Columbia is an Equal Opportunity/Affirmative Action institution. Minorities, women, veterans
and persons with disabilities are encouraged to apply. For a full version of the University’s EO Policy Statement, please visit: .


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