Director of Client Technology Services
The Director of Client Technology Services reports directly to the Assistant Chancellor for Learning and Information Technology/Chief Information Officer (CIO). The Director is an experienced IT leader who coordinates a wide range of technology support to faculty, staff and students; providing technological oversight and general supervision of employees within the Client Technology Services unit. The Director of Client Technology Services coordinates services including IT help desk, PC repair, computer labs and the eStout laptop program. The ideal candidate must be an innovative and dynamic individual with demonstrated hands-on IT skills, supervisory experience and outstanding leadership skills. The position requires excellent communication and interpersonal skills with a commitment to working in a team environment. Anticipated start date is January 2, 2020.
Minimum / Required
Associate’s degree or equivalent by the start of employment
Related professional /managerial experience
Experience troubleshooting client issues and comprehension of desktop/endpoint requirements
Experience applying strong interpersonal and communication skills in a service-focused environment
Excellent customer service skills as demonstrated by the ability to work directly with customers and vendors to understand and resolve functional and/or technical issues and concerns and meet customer needs
Excellent organizational and leadership skills
Possess initiative and the capacity to function without extensive task-by-task supervision
Bachelor’s degree by the start of employment
K12 or higher-ed experience
Service Management experience i.e.: ITIL
Leadership supervising a group of skilled professionals or technical staff in a service environment
Experience in performance management of direct reports
Experience managing a high-volume Information Technology help/service desk or equivalent experience as a senior member of a help/service desk team
Experience with frequent and high-volume triage and escalation of technical issues involving all areas of user support
Experience effectively communicating and collaborating with a wide variety of individuals with various levels of technical skills; including coordination of communication efforts across various technical groups
Experience with developing, delivering, and updating user documentation and training materials
Experience with procurement and asset management
Experience that reflects the ability to: be flexible, provide realistic resource requirements, develop methods for prioritizing ever-changing needs, create measurable objectives, and be accountable
Ability to prioritize multiple requests for services from a broad constituent base including: help requests, projects, outages, incidents, etc.
Experience developing and maintaining vendor relationships to ensure: purchase of appropriate products and services; reasonable prices; and excellent service and support
Ability to stay abreast of emerging technologies to keep the university as close to state-of-the-art as feasible
A commitment to service as an organizational value and assist staff to reflect the value of service in day-to-day activities
Demonstrates commitment to maintaining collegial relationships within LIT and with other units on campus
Possesses strong analytical and problem-solving skills
Administer and oversee all activities of Client Technology Services (CTS) team including supervising permanent, part time and student employees.
Directly supervise the Client Services group in support of hardware and software for personal computer systems, printers, network distribution and specialized electronic services.
Recommend hiring, suspension, lay-off, recall, promotion, evaluation, assignment and discipline of employees within teams.
Foster collaboration between technical staff and clients.
Foster a culture of access for an inclusive learning and working environment.
Provide strategic leadership, vision, management, accountability for selection and deployment of enterprise-level educational technology services.
Serve as a technical consultant to campus departments and colleges; consult with clients regarding technology requirements, improvements, and transformations.
Work with team to plan and recommend acquisition of hardware and software in order to maintain and upgrade the University information technology systems.
Serve on campus, region and state committees as needed.
Lead and participate in project management efforts.
Attend meetings representing Learning and Information Technology (LIT).
Assist the CIO and other IT leaders with development and implementation of procedure and policies for the department.
Perform other duties as assigned by the CIO.
Learning and Information Technology (LIT) is a support organization dedicated to providing efficient and effective state-of-the-art learning and information technology solutions and services to students, faculty, and staff for instruction, administration, and public service in support of the University's mission.
The University of Wisconsin-Stout offers a rich, dynamic and collaborative environment in which to work and grow. A member of the University of Wisconsin system, UW-Stout is unique within the system--it is named after its founder, James Huff Stout, and holds the distinction of being Wisconsin’s Polytechnic University, a designation which highlights our combination of applied learning, real-world experiences and a solid liberal arts foundation.
UW-Stout offers 50 undergraduate and 24 graduate degrees, including two terminal degrees. Average student enrollment is 9,000.
UW-Stout faculty enjoy opportunities for cross-disciplinary collaboration, state-of-the-art facilities, and a modern digital environment. UW-Stout values innovative approaches to solving problems in society and industry, and faculty are encouraged to maintain strong ties and seek collaborative projects within their disciplines and industries.
All undergraduate students participating in traditional, on campus-based programs are issued laptops. Faculty use the university’s online course delivery system and must be available for online interactions and/or alternate time frames for teaching. Faculty members teach, advise students, conduct research, assess student learning and engage in service activities.
Menomonie, Wisconsin, is a town of 16,000 located in the beautiful Chippewa River Valley, 25 miles west of Eau Claire and 60 miles east of the Twin Cities of Minneapolis and Saint Paul.
Competitive salary commensurate with qualifications and experience. The UW System provides an excellent benefits package including participation in the Wisconsin State retirement plan.
Benefit Details: http://www.uwsa.edu/ohrwd/benefits/summaries/fasl.pdf
Total Compensation Estimator: https://www.wisconsin.edu/ohrwd/benefits/totalcomp/
As an equal employment opportunity and affirmative action employer, UW-Stout is committed to inclusive excellence and is actively seeking applications from individuals from diverse groups; veterans and individuals with disabilities.
An offer of employment is contingent upon the final candidate passing a criminal background check and a reference check process. The reference check process includes asking the final candidate and most recent supervisor questions regarding sexual violence and sexual harassment. Final candidates with previous employment within the UW System and State of WI agencies will be subject to additional reference checks.
A successful applicant will be responsible for ensuring eligibility for employment in the United States on or before the effective date of the appointment and maintain work authorization throughout the employment term. If you have questions regarding this, please contact our Human Resources office at 715.232.2149.
In response to a public records request, the University of Wisconsin System will not reveal the identities of applicants who request confidentiality in their online application, except that the identity of the successful final candidate will be released. See Wis. Stat. sec. 19.36(7).
For campus safety information and crime statistics visit: http://www.uwstout.edu/police/clery.cfm
Applicants will need to complete all required fields and attach all required documents prior to submitting the online application.
Note: Once you have attached your materials and submitted your application you will not be able to go into the system and change them.
Required application materials:
Cover letter specifically addressing how you meet the minimum and preferred qualifications
Names and contact information for a minimum of three (3) professional references
Official transcripts required at time of hire.
To ensure consideration, completed applications must be submitted online by November 19, 2019. Screening of applications may continue until the position is filled.
It is the policy of UW-Stout to provide reasonable accommodations to qualified applicants with disabilities. If you need assistance, or accommodation in applying because of a disability, please contact us using the information below. Employment opportunities will not be denied because of the need to make reasonable accommodations for a qualified individual's disability.
For questions regarding this position or recruitment, please contact:
Search Chair: Grady Richartz Email: email@example.com
If you need assistance with the online application process or if you submitted your application prior to uploading all of the required application materials, please contact:
Search Coordinator: Gretchen Metzler Email: firstname.lastname@example.org
Before starting the online application process we recommend you preview the frequently asked questions (FAQs) available at: https://kb.wisc.edu/hrs/page.php?id=21900
Job Family: Supervisory