Director Of Client Services, Information Technology [r0150618]

Director of Client Services, Information Technology

The Director of Client Services provides strategic leadership and operational oversight both within the Client Services unit and across the Office of Information Technology (OIT). The Director drives the execution of the strategic vision for the unit in alignment with the mission of OIT and the university. This position is responsible for developing operational policies that complement university, NSHE, state, and federal regulations, and for making high-level programmatic and financial decisions that address current and emerging campus needs.

The Director of Client Services leads the strategic vision and operational excellence for desktop/endpoint support services, computer lifecycle services, help desk services, application support services, cloud collaboration suite services, campus ID card services, account and access services, client-facing initiatives, and support for distributed IT. This leadership includes developing and maintaining operational processes within accepted standards and best practices, ensuring compliance with OIT and campus policies, and driving continuous improvement through data-driven decision-making.

The Director is actively involved in university-level strategic planning, IT governance, and potentially NSHE technology groups. This position facilitates diverse workgroups, meetings, and committees to further organizational, university, and NSHE goals. The Director ensures that Client Services operates as a highly effective, customer-focused organization that exemplifies OIT values and maintains strong collaborative relationships across the campus community and within the Nevada System of Higher Education.

Customer Service Expectations: This position is responsible for maintaining a customer-focused approach in all duties, ensuring professional, timely, and effective interactions with internal and external stakeholders. To provide excellent service the employee will: listen to customers and understand their needs; help customers solve problems; demonstrate an eagerness to help; exhibit a professional disposition; be approachable, respectful, and team-oriented; take ownership of inquiries and assignments; provide updates for customers; and be familiar with the basic operations of the university in order to understand customer needs better.

Profile of the Office of Information Technology: With a focus on excellent customer service, UNLV Information Technology (UNLV IT) provides a full range of IT services, from leadership and enterprise solutions to training and support, for our students, faculty, and staff.

As a partner in teaching, learning, research, and administration at a Top-Tier university, we are seeking team members who value innovation, collaboration, and excellence. We believe that every person brings unique experiences and perspectives that strengthen our team and help us serve UNLV's broad community with empathy, which is a key to our success.

Applicants seeking a values-driven environment that celebrates individuality and that are committed to service are highly encouraged to apply.

Minimum Qualifications: Credentials must be obtained prior to the start of employment.

• Education

  • Required: An earned Bachelor's degree from an accredited college or university as recognized by the United States Department of Education and/or the Council on Higher Education Accreditation (CHEA).

  • Preferred: An earned Master's degree from an accredited college or university as recognized by the United States Department of Education and/or the Council on Higher Education Accreditation (CHEA).

• Experience

  • Required: Minimum 5 years of senior leadership experience (supervision & management) to include managing complex information technology services within a university setting.

  • Demonstrated experience in strategic planning, budget management, and leading organizational change.

  • Proven track record of successful collaboration with senior institutional leadership.

Knowledge, Skills, & Abilities: The incumbent must have specific knowledge, skills, and abilities in the following areas:

Required - Emerging Technologies:

• Provide authoritative guidance on technologies and tools that support university and OIT strategic goals.

• Demonstrate extensive experience developing and maintaining strategic vendor relationships to ensure optimal products, services, pricing, and support.

• Lead the organization in staying current with emerging technologies and positioning the university for technological advancement.

Required - Client-Services-Specific Knowledge:

• Comprehensive understanding of user-facing technology across the enterprise, with the ability to lead education, communication, and strategic technology initiatives.

• Expert knowledge of software licensing, including best practices, compliance methodology, contracts, and vendor relationship management at the enterprise level.

• Deep understanding of IT service management frameworks (ITIL) and best practices.

Preferred:

• Experience with NSHE system-wide initiatives and governance.

• Knowledge of higher education technology trends and strategic planning.

Required - Leadership:

• Extensive experience leading complex information technology services organizations within a university setting at the director level.

• Proven track record as a senior leader of technical professionals and large-scale projects within complex technology environments.

• Demonstrated success in evaluating and implementing new practices and technologies to transform organizational programs and services.

• Exceptional customer service leadership with the ability to work effectively with senior institutional leaders, constituents, and vendors to understand and resolve complex issues and drive strategic initiatives.

• Strong track record of building high-performing teams and developing leadership talent.

Required - Planning and Priority Management:

• Demonstrated experience in developing and implementing strategic plans based on diverse input sources that reflect university, OIT, and unit goals with a long-term vision.

• Ability to align unit plans with university and NSHE strategic initiatives.

• Experience in enterprise-level resource planning and optimization.

Required - Client-Services-Specific Skills:

• Proven experience leading technical teams in a customer service-oriented organization at the director level.

• Demonstrated success in designing and delivering enterprise support processes and service frameworks.

• Extensive experience in the strategic planning, design, and delivery of training, education, and communication programs.

• Significant experience managing technology teams within a university setting, with responsibility for multiple service areas.

• Advanced customer service leadership skills with the ability to influence institutional strategy.

• Extensive experience in program and project management at the enterprise level.

• Proven ability to facilitate diverse groups and achieve organizational, university, and NSHE goals.

Required - Interpersonal Skills and Communication:

• Exceptional ability to communicate effectively both orally and in writing with technical and non-technical audiences at all levels.

• Demonstrated commitment to effective communication within the unit, across OIT, with campus governance groups, and potentially with NSHE leadership.

• Proven ability to promote and sustain awareness of services and responsibilities across the organization and institution.

• Superior organizational and interpersonal skills with the ability to build consensus and drive change.

• Ability to represent OIT at university and system-level committees and forums.

Required - Planning and Priority Management:

• Exceptional ability to: be flexible and agile, provide strategic resource planning, develop methods for prioritizing institutional needs, create measurable strategic objectives, and demonstrate accountability at the highest level.

• Proven ability to prioritize multiple complex requests from senior institutional leaders, including Vice Presidents, Deans, and Directors of major administrative units.

• Strategic thinking skills with the ability to anticipate institutional needs and position OIT for future success.

Required - Commitment to Service:

• Demonstrated leadership in providing exceptional customer service at the enterprise level.

• Proven commitment to service as an organizational value, with the ability to embed this value throughout leadership teams and staff operations.

• Strong commitment to maintaining collaborative relationships within OIT, across campus, and with NSHE colleagues.

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