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

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Job Description Summary

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 Wake Forest University and the Information Systems (IS) division. The incumbent will also, in partnership with the CIO and IS 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.

Job Description

Essential Functions:

• Working closely with the VP/CIO, develops and maintains a sense of confidence and trust in IS across the campus community to include faculty, students and staff through a variety of frequent communication and engagement activities.

• Collaborates with the IS 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 IS department.

• Sets and manages expectations, standards and protocols for problem resolution and escalation; actively monitors and measures service performance.

• Communicates on behalf of the IS division, including management of the IS division website, Year In Review 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 services; and maintaining a clear understanding of all IS-related policies and processes.

• Organizes and engages key end-user constituent groups, and distributed IS 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.

• Accountable for maintaining the security and confidentiality of any proprietary or sensitive information or data in any medium regarding the university or its students, faculty, or staff.

• Availability to work after hours and/or weekends and on-call, as specified by supervisor.

Required Education, Knowledge, Skills, Abilities:

• Bachelor’s Degree with 8 years of experience in technology support (preferably in Higher Ed), or a combination of education and experience.

• 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 Wake Forest University such as Workday, Banner, Canvas LMS, and Google Workspace for Education.

• 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 for Information Technology & CIO and other senior IS 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, and interact with senior management.

Additional Job Description

Wake Forest University requires proof of full vaccination with an FDA approved or authorized COVID-19 vaccine for all positions posted on or after September 13, 2021. Wake Forest University requires that you provide satisfactory proof of full vaccination status to Human Resources within three days of your hire date. You must also maintain full COVID-19 vaccination status, as classified by the CDC, during your employment at Wake Forest University.

Consistent with federal, state and local law, Wake Forest University will consider accommodations for disability- and religious-based reasons unless providing an accommodation would result in an undue hardship to the University.

If you seek an accommodation from the vaccination requirement for disability- or religious-based reasons, you should contact Human Resources.

Time Type Requirement

Full time
Note to Applicant:

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Wake Forest seeks to recruit and retain a diverse workforce while promoting an inclusive work environment committed to excellence in the spirit of Pro Humanitate. In adherence with applicable laws and as provided by University policies, the University prohibits discrimination in its employment practices on the basis of race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and veteran status and encourages qualified candidates across all group demographics to apply. 

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Wake Forest seeks to recruit and retain a diverse workforce, and encourages qualified candidates across all group demographics to apply.