Assistant Director Client Services & Support

Job Requisition:

JR101549 Assistant Director Client Services & Support (Open)

Job Posting Title:

Assistant Director Client Services & Support

Department:

CC00880 VIMS1 | Office of ITNS

Job Family:

Staff - Systems Administration

Worker Sub-Type:

Classified (benefited)

Job Requisition Primary Location:

Watermen's Hall

Primary Job Posting Location:

Watermen's Hall

Job Description Summary:

William & Mary’s Batten School of Coastal and Marine Sciences and VIMS Information Technology equips the Institute’s research, education, and advisory mission with secure, innovative, and sustainable technology. The unit delivers reliable infrastructure, modern collaboration tools, and responsive support to advance discovery, learning, and institutional effectiveness.

The Assistant Director of Client Services is responsible for the design, delivery, performance, and continuous improvement of end-user IT services across VIMS. This role ensures faculty, staff, and students receive reliable, coordinated, and supportable technology services that enable teaching, research, and administrative operations.

The position oversees service desk operations, endpoint lifecycle management, field support, service catalog design, and request fulfillment. The role also leads vendor coordination, procurement workflows, and service performance measurement, ensuring alignment with William & Mary enterprise systems, security standards, and compliance requirements.

This position provides leadership for IT service operations by establishing clear service definitions, performance expectations, and continuous improvement practices, while leveraging KPIs and reporting to enhance service delivery and user experience.

Job Description:

Required Qualifications

Education

• Bachelor’s degree in information systems, computer science, business, or a related field, or equivalent combination of education and experience

Experience

• Minimum of five (5) years of progressively responsible experience in IT client services, end-user computing, or related field
• Experience supervising or leading technical or service-oriented staff
• Experience with endpoint lifecycle management (Windows and macOS environments), including provisioning, patching, and lifecycle planning

Competencies

• Ability to communicate effectively with technical and non-technical stakeholders
• Ability to coordinate work across teams and manage competing priorities
• Ability to define and maintain service standards, processes, and performance expectations

Salary: Up to $103,000 commensurate with experience.

Preferred Qualifications

Education

• Bachelor’s degree in information technology, information systems, or related technical field

Experience & Competencies

• Familiarity with IT service management frameworks (e.g., ITIL)
• Experience leading service improvement initiatives using metrics and analytics
• Experience applying standardization and lifecycle practices to improve service delivery
• Experience working in higher education, research, or public sector environments

Duties & Responsibilities

1. Client Service Operations Oversight & Improvement – 40%

• Provide leadership and accountability for IT service operations, including service desk strategy, intake processes, and escalation pathways
• Supervise and coordinate Client Support Team staff; assign work, set priorities, and monitor performance
• Manage daily service operations across service desk, field support, and endpoint services
• Define and track KPIs (e.g., time to resolution, first contact resolution, backlog health, customer satisfaction)
• Design and improve workflows for incident and request management
• Ensure operational readiness for new technologies, including rollout planning and post-deployment stabilization
• Establish and maintain knowledge base standards and documentation practices
• Produce regular reports for IT leadership on service performance, risks, and improvements
• Serve as senior escalation point for complex or high-impact service issues and lead incident response and post-incident review

2. Endpoint Lifecycle Management – 25%

• Lead lifecycle management for end-user devices and peripherals across faculty, staff, and specialized environments
• Define standard configurations and support models for endpoint devices
• Oversee provisioning, onboarding, patching, configuration, and retirement processes
• Lead refresh planning, lifecycle forecasting, and inventory management
• Establish standards for peripherals and accessories to improve compatibility and reduce support complexity
• Partner with research and administrative units to evaluate and support specialized device needs

3. Technology Procurement & Vendor Management – 20%

• Lead procurement strategy for end-user technology, including hardware, software, warranties, and support services
• Coordinate vendor selection, contract renewals, and service agreements
• Maintain efficient procurement workflows aligned with institutional standards and compliance requirements
• Support software licensing and contract compliance, including tracking and renewal planning
• Document total cost of ownership and support implications to guide purchasing decisions

4. Performance Management – 10%

• Lead, coach, and develop client support staff to ensure alignment with departmental goals
• Set clear expectations and provide ongoing feedback and performance evaluations
• Ensure staff have the tools, knowledge, and skills to perform effectively
• Address performance and workplace issues in a timely and documented manner
• Promote a safe and compliant work environment

5. Other Responsibilities – 5%

• Participate in special projects and strategic initiatives
• Perform other duties as assigned

Additional Job Description:

Job Profile:

JP0047 - Information Technology Specialist III - Exempt - Salary - S14

Qualifications:

Compensation Grade:

S14

Recruiting Start Date:

2026-04-03

Review Date:

2026-04-24

Position Restrictions:

EEO is the Law.  Applicants can learn more about William & Mary’s status as an equal opportunity employer by viewing the "Know Your Rights" poster published by the U.S. Equal Employment Opportunity Commission. https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal

 

Background Check: William & Mary is committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or driving history check. 

 

Remote Work Disclaimer: Remote work eligibility is not guaranteed and is subject to approval. Employee eligibility depends on the likelihood of the employee succeeding in a remote work arrangement and the supervisor’s ability to manage remote workers. Departments and/or Human Resources may amend, alter, change, delete, or modify eligibility.