Director, Client Services and Engagement | #education | #technology | #techjobs

Job ID: 2021-2435

Division: Client Services

# of Openings: 1

Position Type: Staff

Type: Regular Full-Time

Overview:

New York Institute of Technology offers 90 undergraduate,
graduate, and professional degree programs in more than 50 fields of study, including computer science, data, and cybersecurity; biology and
biomedical studies; architecture and design; engineering; health professions and medicine; IT and digital technologies; management;
communications and marketing; education and counseling; and energy and sustainability. A nonprofit, independent, private, and nonsectarian
institute of higher education, it welcomes more than 9,000 students worldwide. The university has campuses in New York City and Long Island,
New York; Jonesboro, Arkansas; and Vancouver, British Columbia, as well as programs around the world.

New York Tech
embraces its mission to provide career-oriented professional education, give all qualified students access to opportunity, and support
research and scholarship that benefits the larger world. More than 100,000 alumni comprise an engaged network of doers, makers, and
innovators prepared change the world, solve 21st-century challenges, and reinvent the future.

For more information,
visit nyit.edu.

Responsibilities:

Reporting directly to the VP/CIO, the Director of
Client Services and Engagement will be responsible for implementing an overall IT engagement, service, and support strategy that reflects
the values of NYIT and the Information Technology Services (ITS) division. The incumbent will also, in partnership with the CIO and ITS
leadership team, be responsible for cultivating and maintaining excellent relationships with our user community. This includes developing an
understanding of the needs of our campus community and by obtaining feedback and recalibrating priorities and activities based on such
feedback.

SPECIFIC RESPONSIBILITIES

• Working closely with the VP/CIO, develops
  and maintains a sense of confidence and trust in ITS across the campus community to include faculty, students and staff through a variety of
  frequent communication and engagement activities.
• Collaborates with the ITS leadership team in establishing internal
  priorities informed by our deep knowledge of and empathy for the user community.
• Oversees and directs an end-user
  support organization and supporting systems that effectively and efficiently triages and addresses end-user support needs with special
  sensitivity to our academic mission and institutional strategic goals.
• Effectively gathers and uses client satisfaction
  and service use data to inform the work of the department and the ITS division.
• Maintains the divisional service
  catalog and service level agreements; draft IT policy as needed.
• Sets and manages expectations, standards and protocols
  for problem resolution and escalation; actively monitors and measures service performance.
• Communicates on behalf of
  the ITS division, including management of the ITS division website and various newsletters, with a focus on keeping our community informed
  of our work; celebrating the innovative use of technology by faculty, students and staff; maximizing the benefits of our service catalog;
  and maintaining a clear understanding of all ITS-related policies and processes.
• Maintains accurate and precise device
  inventories.
• Leads end-user hardware and software evaluation, specification, and deployment
  management
• Organizes and engages key end-user constituent groups, and distributed ITS staff groups, and technology
  interest groups.
• Leads, manages, and evaluates performance for all members of the Client Services and Engagement team
  including highly skilled full-time, part-time, and student employees
• Performs any other duties as
  assigned/needed.

Qualifications:

• Bachelor’s Degree; minimum 8 years
  of full-time professional experience in an IT or technology support organization, including: at least two years in a role directly
  supporting end-users in Windows, MacOS, and at least one mobile device operating system; and at least five years in a role directly
  supervising, developing, and mentoring information technology or technical support employees.
• Evidence of successful
  and progressively responsible roles in an information technology or related area (including growth in levels of responsibility, complexity
  of work, numbers and sophistication of employees) related to the essential responsibilities listed.
• Demonstrated
  willingness and ability to carry out the essential responsibilities listed with humility, grace, and optimism; understanding of and
  sensitivity to the diverse and inclusive nature of a distinguished higher education environment.
• Professional
  experience developing web content and newsletters or other promotional materials.
• Experience configuring and using a
  service management system; experience measuring client satisfaction and using data to develop support and service strategies; experience
  designing and implementing a comprehensive, accurate and precise deployment management strategy; experience supporting both academic and
  administrative users in the use of the specific systems in use at New York Tech such as TargetX, Salesforce, PeopleSoft, Canvas LMS, and the
  full Microsoft Office Suite including O365.
• Top notch writing skills! Exceptional interpersonal and communication
  skills; the ability to communicate effectively with people at varying levels of computer literacy; the ability to establish collaborative
  working relationships at all levels of the University; excellent customer service skills; high degree of integrity relative to data
  security/privacy/confidentiality.
• Excellent organizational and time-management skills; demonstrated ability to
  anticipate problems, regularly exercise independent judgment and respond quickly and appropriately to issues and opportunities as they
  arise, advising the Vice President and other senior ITS administrators accordingly.
• Ability to show initiative and
  resolve problems independently and collaboratively, manage multiple projects/priorities, follow through on projects/tasks to completion in a
  dynamic, fluid environment; achieve successful outcomes with difficult situations and customers, effectively communicate by phone or in
  person, interact with senior management.
• Ability to work independently and as part of a team; ability to set priorities
  and work concurrently on multiple tasks and projects; ability to communicate progress/problems to appropriate personnel
  effectively.
• Demonstrated ability to work effectively with students, faculty, and staff from a variety of diverse
  backgrounds in support of a welcoming and inclusive environment.
• Ability to work nights and weekends on an as-needed
  basis.

 Please submit cover letter & resume for consideration

New York
Institute of Technology is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity