Provides strategy, vision, leadership and direction to the client service and customer support functions including the Service Desk, client endpoint support and collaborative audio-visual services. Works with users to define agreed upon service levels for the Service Desk, client endpoint support and collaborative audio-visual services. Serves as an active member on the Information Services (IS) leadership team. Serves as process owner for incident, service request and problem management. Provides direction to both the development and coordination of departmental goals and objectives as they align with institutional goals and planning. Proactively seeks to improve services to better serve the department's internal and external customers. Works collaboratively with process owners, departmental leadership and IS staff to promote the effective use of technology and to maximize the value received from technology investments.
Bachelor's degree required
Master's degree preferred
Ten (10) years progressive experience in information technology, including five (5) years of client services management required.
Experience managing large corporate budgets and projects and negotiating complex contracts required.
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