Lasell College in Newton, MA invites applications for the position of Director of Client Services. The Director of Client Services is a working manager responsible for operations of the Technology Help Desk, Desktop Support, and Academic Support & Multimedia Services. The Technology Help Desk is the primary interface between the Collaborative Information Technology (CIT) department and the Lasell Collage, Village, and Pine Manor Communities. The Client Services team functions to record, classify and respond to user requests for assistance with technology as well as communicate technology related updates and outages with the communities.
Responsibilities: The Director of Client Services' duties and responsibilities include but are not limited to:
• Oversee operations of Client Services Team for the department of CIT including: Technology Help Desk, Desktop Support, and Academic Support & Multimedia Services. • Serve as senior Client Services Analyst with their hands in every area and providing technical support on difficult to solve problems, removing impediments from staff workflow, and providing advice and guidance in support of Lasell approved systems, software and equipment. • Directly supervise key staff in Client Services Team and assure that the team upholds the guidelines set forth in the Technology Help Desk Procedures Guide, individual IT procedures and college-wide policies. • Serve as the ScrumMaster for the client services team. • Supervise recruitment, interviewing, hiring, discipline and activities of the Client Services Students and Staff. Ensuring that they are fulfilling the responsibilities outlined in their respective job descriptions, provides regular evaluations of performance and quality control measures. • Ensure communication of major system issues and policy changes. • Provide administration for and continual development of service management systems to provide Lasell Community and IT staff with customer focused, reliable and efficient support. • Empower independence in clients and staff by continually coordinating a knowledge base of readily available self-help materials and media. • Coordinate training for IT supported systems to Lasell Community and support staff. • Provide strategic support goals and manages supporting projects from inception to completion. • Supervise and coordinate presentations of orientation sessions. • Document policies and procedures for areas that intersect client services operations. • Provide regular reporting on ticket statistics. • Maintain and coordinate completion of recurring tasks. • Other duties as assigned by the CIO.
Bachelor's degree and certifications preferred. Minimum 4 years related experience. Excellent managerial, communication and customer service skills desired.
Screening of applicants will begin immediately and continue until the position is filled.
How to Apply: - Candidates should submit a cover letter, resume, and the names of three (3) references using the forms below.
Lasell College is committed to equal opportunity in every aspect of hiring and employment. Lasell proactively reviews its policies and practices to assure that decisions with respect to every dimension of employment are made without regard to age, color of skin, disability, gender expression and identity, genetic predisposition, marital status, national origin, race, ethnicity, religion, sex, sexual orientation, veteran's status, status as a victim of domestic violence, and all other protected groups and classes under Federal and State Laws and executive orders.
About Lasell College
An innovator in education for over 150 years, Lasell College today is a comprehensive coeducational college offering professionally oriented bachelor's and master's degree programs. Our 50-acre campus is located in suburban Newton, Massachusetts-within eight miles of downtown Boston at the heart of the Route 128 high-tech corridor.
We are known for helping students make the connection between classroom lessons and real life through hands-on activities such as internships, practicum, service learning, and meaningful projects.