Assistant Director of Client Services

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About Northern Essex Community College:

Northern Essex Community College (NECC) serves more than 5,000 students annually across its campuses in Haverhill and Lawrence, Massachusetts, conveniently located within easy reach of Boston and the scenic beaches and state parks of New England's coastline.  Recognized as one of the 2026 Most Promising Places to Work in Community Colleges by NISOD (National Institute for Staff and Organizational Development), NECC's success is driven by a mission-centered culture and a highly engaged workforce.  As the first federally designated Hispanic-Serving Institution in New England, NECC remains committed to fostering a diverse, equitable, and inclusive workplace that reflects and supports the communities it serves.

Rooted in the Merrimack Valley, NECC plays a vital role in strengthening the region through workforce development, expanded access to affordable higher education, increased degree attainment, and strong partnerships with businesses.

NECC employees are united by a shared commitment expanding access to educational opportunities, supporting students in completing their academic journey in a timely and equitable manner, and preparing graduates for long-term success in the workforce.  The college invests in its people through ongoing professional development opportunities, collaborative leadership, and a supportive work environment.

Job Description:

POSITION: Full-Time Assistant Director of Client Services (Assistant Director): Information Technology Services; Haverhill & Lawrence Campuses; 37.5 hours per week; Non-Unit Professional Position.

SUMMARY: The Assistant Director of Client Services provides leadership and operational oversight for the College's Service Desk and client support operations across both the Haverhill and Lawrence campuses. This role is responsible for ensuring high-quality, responsive, and customer-focused IT support services for faculty, staff, and students.

The Assistant Director supervises Service Desk personnel and coordinates daily support activities, spending three (3) days per week at the Lawrence Campus and two (2) days per week at the Haverhill Campus. This position works closely with infrastructure, systems, and academic technology teams to ensure effective incident resolution, service delivery, and continuous improvement of IT support services.

RESPONSIBILITIES:

The responsibilities include, but are not limited to the following:

• Supervise and provide direction to Union Service Desk staff across both campuses
• Manage staff scheduling, coverage, performance evaluations, and professional development
• Foster a customer-service-oriented culture focused on responsiveness and user satisfaction
• Serve as an escalation point for complex or high-priority support issues
• Oversee daily Service Desk operations including ticket intake, triage, escalation, and resolution
• Ensure timely and effective resolution of incidents and service requests
• Monitor service metrics and implement improvements
• Develop and maintain Service Desk procedures and documentation
• Ensure consistent, high-quality IT support across environments
• Coordinate support for endpoint devices, classrooms, labs, and user-facing technologies
• Collaborate with endpoint, infrastructure, and security teams
• Coordinate support coverage between campuses
• Act as a liaison between IT teams and stakeholders
• Participate in project planning and implementation
• Manage Labstats for usage of sha