Job Description

Clark College is currently accepting applications for a full-time, administrative Director of IT Client Services. The primary responsibility is to oversee the streamlined operation of the IT department’s helpdesk, desktop support, lab support, classroom media services and special events media teams. These teams provide daily customer facing technology support for faculty, staff and students at all Clark Colleges’ Washington state campus locations.

The Director of IT Client Services will plan, coordinate, direct, and design all operational activities of the Client Services Teams, will work closely with other college departments to identify, recommend, develop, implement, and support cost-effective customer support solutions for both internal and external events.

Clark College is an equal opportunity employer. Protected group members are strongly encouraged to apply. Clark College does not discriminate on the basis of race, color, national origin, age perceived or actual physical or mental disability, pregnancy, genetic information, sex, sexual orientation, gender identity, marital status, creed, religion, honorably discharged veteran or military status, or use of a trained guide dog or service animal. The college considers equal opportunity, affirmative action, and non-discrimination to be fundamental to the mission, Core themes, and objectives of the college. All faculty and staff hired at Clark College are encouraged to embrace, continually support and enhance social equity on our campus and in our community. Questions regarding the College’s Affirmative Action Policy may be directed to Human Resources, (360) 992-2105.

Job Duties and Responsibilities:

• Manage IT Service Team’s operational and strategic planning, including business requirements, project planning and organizing the allocation of resources.
• Develop training plans for technicians to ensure strong customer service delivery.
• Research and propose solutions to enhance innovative remote management tools to enhance and continually improve IT customer service support.
• Diffuse customer support issues and maintain excellent working client relationships with staff, faculty, students and community.
• Manage IT staff including recruitment, supervision, scheduling, development and evaluation.
• Authorize and oversee the deployment, monitoring, maintenance, and support of all endpoint hardware and software based on department needs.
• Responsible for IT asset management including surplus in accordance to local laws.
• In conjunction with the IT services budget analyst, negotiate and support all vendor and consultant contracts, prepare Request for Proposal (RFP’s), bid proposals, reports and other documentation for client services projects and related efforts.
• Establish and maintain regular written and in-person communications with the Chief Information Officer, department leads, and end users regarding pertinent IT activities.
• Perform other related duties as assigned.
• Create a safe, bias-free working environment, which engenders respect for differences.
• Provide leadership in accordance with the mission, Core themes, objectives and values established by the college.

Minimum Qualifications:

• Bachelor’s degree or college diploma in the field of information technology, engineering, or information systems OR Ten (10) years of equivalent work experience in an area of technology.
• Certification OR Five (5) years’ experience in either Information Technology Infrastructure Library (ITIL) or Project Management practices.
• Five (5) years’ experience managing and/or directing IT customer service teams.
• Ability to work well with people of all ages from academically, culturally, and socioeconomically diverse backgrounds.
• Proven experience in customer service strategic planning and development, project management, and policy development.
• Understanding and technical knowledge of ITIL standards, adapting Service Level Agreement (SLA’s) to unique environments and organization sizes.
• Experience with end point computer systems design and development from business requirements analysis through to day-to-day management for Help desk, Desktop, Media Services and classroom podium and projector technologies.
• In-depth knowledge of applicable laws and regulations as they relate to IT compliance and cyber security.
• Excellent written, oral, and interpersonal communication skills.
• Ability to conduct and direct research into IT issues and products.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated, self-directed, and attentive to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Functional knowledge of System Center Configuration Manager (SCCM), classroom technologies, and help desk ticketing systems.
• On-call availability.
• Sitting, standing, working aloft and kneeling for extended periods to address end point computer inspections.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Occasional inspection of cables in floors and ceilings.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

Salary Statement: $89,780 annually

Benefits include vacation/ sick leave; medical, dental, life and long-term disability insurance; retirement; and tuition waiver.

APPLICATION PROCESS
Required Online Application Materials:
• Clark College Online Application
• Letter of application describing background and experience related to qualifications and responsibilities of the position
• Current résumé
• Unofficial copy of all transcripts/certifications uploaded with online application or delivered to the Human Resources office in person or by fax (360-992-2873).

How to Apply

Job Types: Full-Time. Salaries: 80,000 - 100,000.

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