Director For Client Solutions

Posting Number PG190846EP
Internal Recruitment No
Working Title Director for Client Solutions
Anticipated Hiring Range $110,000 - $120,000
Work Schedule 8:00am - 5:00pm ; Monday - Friday
Job Location Raleigh, NC
Department Technology Support Services
About the Department

The Client Solutions unit develops, delivers, and supports OIT’s Managed Desktop service, and also provides other campus-wide services including remote Windows workstation management; Windows application packaging, and delivery; management of shared file space; oversight, coordination, and delivery of campus IT Service Management services; and application hosting for various campus units.

Essential Job Duties

• The leadership of the Client Solutions unit. Areas of service include the OIT Managed Desktop, Windows Technical services, PCI workstations, Hosted Services, ServiceNow, and IT Service Management planning. These services have a campus-wide impact and require extensive collaboration with campus functional and technical management as well as among senior leadership in OIT.

• Strategic planning and budget oversight. This position works with the AVC for TSS as well as the Director of Learning Spaces Support to do ongoing strategic planning for the TSS unit. This position is responsible for developing services to meet the needs of TSS’ constituents.

• The employee establishes and maintains cost models for TSS services within his/her portfolio that are billed to customers as well as services that are delivered at no direct cost to users. This position is responsible for budget planning and oversight of the services in the portfolio.

• Personnel management and oversight. This position manages and oversees the management of positions in the Client Solutions unit (25 positions). The employee strategically manages staffing budgets to ensure that services are optimally staffed. The employee also coaches the management positions that he/she oversees in order to ensure a well-managed organization.

• Service delivery oversight. Ensure that service managers in Client Solutions establish service delivery targets and manage staff and services to meet those targets. Oversee the development and maintenance of processes to ensure those workflows operate efficiently through the organization. These processes inform how customers contact TSS, how problems are resolved by TSS (and other) staff, and how problems are tracked to ensure resolution and follow-up. This position also establishes a regular review of problem records to ensure that staff is meeting goals for service delivery.

Other Responsibilities

• Additional duties as assigned.

Minimum Education and Experience

• Mid to late-career with Masters degree and 4-5 yrs experience or Bachelors degree and 7-10 yrs experience.

Other Required Qualifications

• Knowledge of technology used for delivering Windows and Mac-based workstation services, which should include virtual workstation/server technology.
• Department-level planning and budget oversight.
• University-wide collaboration and coordination.
• Knowledge of university personnel and business processes and policies.
• IT Service Management/ITIL knowledge, and best practices for IT service delivery.
• Project management skills and knowledge of how they should be applied in the development of IT projects and services.
• IT Security concepts and best practices and the ability to apply to services delivered by the Client Solutions unit.

Preferred Qualifications

• Experience managing IT organizations.
• Experience with managing IT managers or senior IT staff.
• Service delivery experience.
• Use of and experience with the oversight of ITSM platforms.

Required License(s) or Certification(s)

• ITIL certifications

Valid NC Driver's License required Yes
Commercial Driver's License required No
Job Open Date 03/10/2021
Anticipated Close Date Open Until Filled.
Special Instructions to Applicants
Position Number 00100782
Position Type EHRA Non-Faculty
Full Time Equivalent (FTE) (1.0 = 40 hours/week) 1.0
Appointment 12 Month Recurring
Mandatory Designation - Adverse Weather Non Mandatory - Adverse Weather
Mandatory Designation - Emergency Events Non Mandatory - Emergency Event
Is this position partially or fully funded on ARRA stimulus monies? No
Department ID 513001 - Technology Support Services
AA/EOE

NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran.

If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu. Individuals with disabilities requiring disability-related accommodations in the application and interview process, please call 919-515-3148.

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. If highest degree is from an institution outside of the U.S., final candidates are required to have their degree equivalency verified at www.wes.org or equivalent service. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.

NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.