Director Client Support Services

Posting Details

Position Information

Department/College

Client Support Services

Position Title

Director Client Support Services

Job Category

Staff

Posting Number

00506

FLSA

Exempt

Full or Part Time

Full-Time

Other

Temporary

No

If Temporary, number of months

Position Summary Information

Duties

JOB SUMMARY:

Directs technical staff to develop and execute the delivery of technology support services that enable and empower students, faculty, and staff in their use of desktop computing, academic computing labs, instructional classrooms, campus presentation and performance venues, and technology help desk services. Serves as the primary end-user advocate to ensure all client-serving technology resources are coordinated effectively.

ESSENTIAL FUNCTIONS:

Direct Client Support staff in the daily technology support and operations required for the delivery of instruction online and on-ground

Work closely with ITS and ATLIS directors to coordinate the development and delivery of all information and communication technologies for the university

Oversee the learning management system including technical implementation and course delivery operations

Provide leadership in the selection, implementation, and management of academic and administrative desktop computing resources including hardware, software, and peripherals

Create and maintain best practices, develop and implement operational procedures, and drive continuous improvement in client satisfaction and service delivery.

Establish performance standards and track key metrics to evaluate the effectiveness of client service efforts and identify areas for growth.

Manage campus-wide desktop computing and academic software licenses

Ensure desktop software implementation and delivery align with the central systems requirements

Develop and establish baseline technologies for presentation and performance venues that are easily accessed and used by both the university employees and guests

Develop a campus technology delivery plan in coordination with the director of information technology services

Coordinate the employee technology resource onboarding orientation process

Direct help desk services and support to appropriately align resources required to meet standing service level goals

Align operational plans that directly support course delivery and classroom instructional technology innovations developed in ATLIS.

Recommend and develop training and resources for employee professional development in the use and application of computing and instructional technologies

Work closely with both administrative and academic leadership to nurture the ongoing development of knowledge and understanding of end-user computing needs

Work closely with the university Student Success Center to understand the technologies and services required for student success

Manage the desktop and instructional technology budgets

Develop and maintain the department's annual assessment plan and report by setting goals, measuring outcomes, and using results for improvement

Promote the ongoing improvement in the user experience with technology

Perform other duties as assigned

Qualifications

QUALIFICATIONS REQUIRED:

Master's degree

At least 10 years of experience supporting the use and delivery of information technologies in higher education

Strong knowledge and experience in instructional technology support

Strong skills in using and managing desktop technology support

Experience with directing technical staff in an environment with competing priorities

Excellent oral and written communication skills and the ability to communicate effectively with both technical and non-technical staff

Knowledge and experience with learning management systems and course delivery

OTHER QUALIFICATIONS AND JOB REQUIREMENTS:

Preferred:

Information Technology Infrastructure Library (ITIL) certificate or other IT Service Management (ITSM) certificate, or obtain within 12 months of employment

Experience working with academic leadership and faculty to formulate and implement instruction technologies and professional development resources.

WORKING CONDITIONS:

Must be able to remain in a stationary position for 65% of the time

Must be able to adjust or move objects up to 25 pounds in all directions

Requires frequent communication with students, faculty, and staff

Frequently performs tasks that use repeating motions of the wrists, hands, and/or fingers

Clarity of vision for frequent use of computers and other technological devices

Salary Schedule

Salary Band: P750

To view salary schedules visit:

Salary will be Commensurate with experience and qualifications.

Posting Detail Information

University Information

Located in historic Athens, Alabama, Athens State University offers junior and senior-level coursework to community college graduates and transfer students holding sufficient credits from other institutions. Approximately 3,000 students each semester have selected Athens State because of its neighborly environment where over 50 majors and degree programs are offered, with courses taught by a supportive and exceptional faculty. Approximately 95% of the students are enrolled in at least one online course. The typical student is a working adult who commutes. Recently, the University was named the Most Affordable College in Alabama by The Best Schools, as well as a 2024 Great College to Work For by ModernThink. Athens State offers undergraduate degree programs in Liberal Arts, Teacher Preparation, and Business. The University employs more than 392 full and part-time employees with approximately 88 full-time faculty members in three colleges: College of Arts and Sciences, College of Business, and College of Education. 83% of the full-time faculty members hold a terminal degree. Athens State is accredited by the Southern Association of Colleges and Schools Commission on Colleges.

Athens, Alabama is located in North Alabama equidistant between Nashville, TN and Birmingham, AL. Athens is home to several events and festivals that have been featured as the Southeast Tourism Society's "Top 20 Events in the Southeast" including the Athens Storytelling Festival and the Tennessee Valley Old Time Fiddlers Convention.

EEO Statement

Non-Discrimination Policy Statement Athens State University, as an equal opportunity/affirmative action institution, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. Athens State University does not discriminate on the basis of race, color, national origin, age, marital status, gender, gender identity, gender expression, pregnancy, sexual orientation, disability, religion, genetic information, or veteran status in employment, or admissions to or participation in educational programs and activities. Inquiries or concerns may be addressed to the Office of the Provost/Vice President of Academic Affairs and Student Services, 300 N. Beaty St., Athens, AL 35611, 256- 233-8175.

Background Check Statement

In accordance with Athens State University Policy and guidelines, the applicant chosen for employment will be required to sign a consent form for a criminal background check. Employment will be contingent upon the receipt of a clearance notification from that criminal background check.

Close Date

Open Until Filled

Yes

Special Instructions to Applicants

Unofficial transcripts should be from the college or university which verifies qualifications for the position.

Note: Credential evaluations are needed for all transcripts obtained outside the U.S. before uploading and submitting an application. (Credential evaluators should provide course-by-course evaluations and transcribed in English.)

Upon an offer of employment, official transcripts from all colleges and universities attended must be submitted. Continued employment is contingent upon receipt of transcripts from all colleges and universities attended.

Additional Information

Athens State University participates in the E-verify System to verify employment eligibility for all newly-hired employees.

To view details or to apply, visit:

Review of applications will begin as soon as possible and will remain open until filled.

For assistance, contact the Human Resources Office at or email us at .