Senior Director, Client Services

Job Description Summary

The Senior Director of Client Services leads a comprehensive client services strategy aligned with university and IT goals. This role fosters a collaborative, service-oriented culture focused on responsiveness and user satisfaction, ensuring faculty, staff, and students receive high-quality, innovative IT support that enhances teaching, learning, research, and administration. This position collaborates with stakeholders across the Bentley community.

Essential Duties

Product and Technical Leadership:  

• Develop and implement client services strategies aligned with the university’s mission and IT strategic plan.

• Lead transformation initiatives to modernize end-user support, including automation, self-service, and digital experience enhancements.

• Provide subject matter expertise in end-user computing, support technologies, collaboration tools, automation, and identity and access management.

• Serve as business owner for Microsoft Office suite (including AI offerings), end-user device purchasing/support, and identity/access management solutions.

• Oversee data capacity management and strategic direction for data footprint growth.

• Oversight of productivity software enterprise licensing, endpoint security/compliance, and NOC escalations.

• Develop training programs and support services for faculty, staff, and students.

Operations:

• Foster a collaborative, service-oriented culture focused on accountability and user satisfaction.

• Oversee the implementation, support, and maintenance of client services systems and tools.

• Ensure service levels are met, taking corrective action and driving efficiency improvements as needed.

• Manage escalation procedures to ensure timely resolution of complex service requests.

• Serve as the primary liaison between IT Services and the campus community for support-related issues.

• Manage team resources, projects, and budgets to support operational goals.

• Modernize asset management and lifecycle replacement process for client computing equipment and end point devices.

• Build and maintain relationships with external technology vendors.

• Define and implement key performance indicators (KPIs) and service quality measures.

• Ensure all support activities comply with university policies, cybersecurity standards, data privacy, and accessibility requirements.

• Participate in disaster recovery planning and incident response coordination.

Leadership and Mentoring:  

• Direct and manage a large staff of professionals.

• Responsible for effective staff management, including hiring and orientation, training and development, workflow and performance management, and the promotion of an inclusive and innovative work environment.  

• Foster a culture of accountability, continuous improvement, and customer-centricity.  

Stakeholder Collaboration:  

• Work across the community to translate technical services needs into systems requirements and scoping and identify feasible solutions.

• Participate in cross-functional management teams and projects. 

• Collaborate with IT departments and university divisions to deliver client service solutions

Minimum Qualifications: 

• Bachelor’s degree in Computer Science, Information Technology, or related field. Master’s degree preferred.

• 10+ years of experience in IT service management, desktop support, or client services, with at least 5 years of experience in a senior leadership role with proven experience in building and managing teams.

• Proven track record of leading large-scale IT operations and transformation initiatives.

• Strong knowledge of desktop technologies, service desk platforms (e.g., ServiceNow), collaboration tools, and endpoint management tools.

• Excellent leadership, communication, and stakeholder management skills.

• Strong personnel management, analytical, workflow analysis, and project management skills.

• Ability to manage a dynamic environment, handle time pressure, resource management, and shifting priorities.

Work Environment

• Ability to travel around campus for meetings and work-related events.

• Typical office setting with extensive sitting and computer work.

• This role is designated as on-campus in Waltham, Massachusetts, with occasional remote work allowed in accordance with departmental guidelin