Director IT Client Services

The Director of IT Client Services is responsible to lead the strategy, operations, and performance of the IT client services functions. This role delivers exceptional service and support for internal and external stakeholders and drives a customer-centric culture within the IT organization. This leader will possess a comprehensive understanding of service desk best practices, IT service management and continuous improvement.

What We Offer:
• $135,000- $155,000 per year depending on experience

• FREE UTI or Concorde Tuition for you AND your Immediate Family

•  Medical/Dental/Vision/Life Ins/STD & LTD Ins

• 401K, Paid Holidays, Paid Time Off

•  Paid Parental Leave

• Pet Insurance

• Remote work environment with 5-10% travel

Principal Accountabilities & Deliverables

Strategic Alignment and Service Optimization

• Develop and implement a comprehensive strategy for IT customer service that aligns with organizational goals.
• Optimize IT service management processes (incident, problem, and change management) to enhance service quality and efficiency.
• Analyze IT Service Management workflows to identify areas for optimization and implement best practices.
• Leverage technology and automation tools to improve service delivery and operational efficiency.
• Prepare and present regular performance reports to executive leadership to ensure transparency and alignment.

Customer-Centric Culture and Engagement 

• Promote a customer-first mindset within the IT department to enhance user experience. 
• Monitor customer feedback and service metrics to identify trends and opportunities for improvement.
• Develop training programs for service desk staff to maintain strong customer relationships and deliver high-quality support.
• Serve as a liaison between IT and other departments to align services with organizational needs and foster collaboration.

Team Development and Performance Management

• Establish and maintain a high-performance team of motivated and engaged staff. 
• Implement effective training and performance management practices to support career development.
• Recognize and reward employee contributions and achievements to boost morale and retention.
• Oversee daily operations of the service desk to ensure timely and effective resolution of incidents and service requests while adhering to budget constraints and optimizing resource allocation.

Education / Experience

• Bachelor’s degree in Information Technology, Business Administration, or a related field (required)
• Master’s degree (preferred)
• Minimum seven (7) years of experience in IT customer service and service desk management, and three (3) years in a leadership role (required)
• Experience in management of service desk operations and delivering exceptional support
• ITIL Foundation, Certified Help Desk Manager (CHDM), or similar certifications (preferred)

Skills

IT Service Management Expertise 

• Leverage a strong understanding of IT service management frameworks (e.g., ITIL) to drive best practices. 
• Implement IT service management processes to ensure quality and efficiency.
• Stay informed about industry trends and innovations to enhance service delivery.
• Evaluate and refine existing processes based on best practices and organizational needs.

Analytical and Problem-Solving Proficiency

• Utilize exceptional analytical skills to identify and resolve complex problems effectively.
• Analyze trends and track key metrics to assess the effectiveness of initiatives.
• Develop and evaluate options to implement data-driven solutions.
• Adjust strategies based on insights from performance data to support business goals.

Communication and Interpersonal Excellence

• Foster strong communication and interpersonal skills to enhance customer satisfaction and collaboration.
• Present ideas clearly and compellingly to various stakeholders.
• Practice active listening and employ conflict resolution skills to address customer concerns.
• Build strong relationships with customers and team members to promote a customer-first culture and encourage feedback.

About Us:
It’s all about the reputation. 55+ years of experience, trusted by 35+ industry leading brands, 16 campuses, 5 technical schools. But it’s not all about the numbers. Here at Universal Technical Institute and its family of schools, we care about YOU. We care about making a change in the lives of our employees and our students. We’re on a mission to expand our reach and increase our impact, one life at a time and that starts with yours...Come and be a part of our legacy!