Towson University is currently accepting applications for a Client Services Manager who will work alongside and supervise a team within the Office of Technology Services to provide technical support with a focus on developing and mentoring client relationships. The manager will coordinate and collaborate the delivery of technology support services; plan and manage small to medium projects; develop and conduct needs assessments using structured techniques; implement systematic engagement strategies to ensure two-way communications; publicize and increase adoption of targeted products and services; create resources and conduct workgroup-level training; and research and test technologies, balancing unique client needs with standards and best practices.
The manager will supervise a Client Services precinct staff and IT related functions and support to ensure high-quality service delivery; individually or through delegation, ensure timely response and resolutions; collaborate with associate director to produce and manage routine audits for reference, standard operating procedures (SOP), websites, videos, and other documents; develop ongoing relationships with clients, departments, or colleges and their technology staff and college leadership to address their unique needs; using systematic engagement strategies collect and analyze data to identify software, resources, tools, and services use and impact to produce communication and promotion plans; engage, inform, consult, guide, and communicate after thorough needs assessments using structured techniques through in-person meetings, surveys, and metrics, and create reports to present a plan of action; collaborate, participate, and plan campus events to publicize, demonstrate, train, or share information to increase adoption; arrange, develop, and conduct on-site, one-on-one, group, or department training; train and mentor OTS staff and student employees on enterprise-wide tools, systems, services, resources, polices, and procedures; collect and analyze data to identify trends, usage patterns, and other metrics. Coordinate and collaborate with other OTS units for support and other services; as well as with other TU departments.
Bachelor's degree and three years of related technology and support experience with some supervisory experience. Agile and able to handle rapid change and shifting priorities while maintaining the utmost respect for privacy and confidentiality. Excellent communication skills, especially writing end-user documentation, instructions, and procedures. Established track record of creating positive interactions with clients and coworkers; identifying underlying customer needs and gaining consensus; handling of complex and potentially volatile situations with high-level staff and administration; and take a lead role in fast-paced, high-pressure environment. Ability to work productively and exert tactful, collegial influence at levels ranging from the president, vice presidents, directors, deans, and chairs to IT coordinators working in colleges and departments. Ability to manage a large number of tasks, prioritize, delegate, and see them through to closure. Highly attentive to detail. Will need a thorough understanding of personal computers (PC and Macintosh), smartphones, mobile devices, Windows operating systems, file servers, peripherals, remote management tools, wired and wireless network connectivity, Microsoft Office software, virtualization technologies, emerging technologies, and audiovisual technologies, including analog and digital systems. Ability to quickly and accurately troubleshoot and resolve problems with computers and audiovisual components; develop and conduct one-on-one and group training; organize, build, or use a task, time, or issue tracking system to assist with time and project management; produce professional-quality reports, graphs, and other documents. Available to work a flexible schedule that may require occasional evening and weekend work for special events and peak periods; such as the beginning of semesters.
A criminal background investigation is required for the hired candidate and the results may impact employment.
Salary and Benefits
Competitive salary and full University benefits that include 22 days of annual leave, up to 14 holidays, personal and sick days; excellent health, life, and retirement plans; and tuition remission. To learn more about our benefits, click here.
This position will be open for a minimum of 14 days. Cover letter and resume are requested, but not required.
Internal Number: 180000XD
About Towson University
The largest comprehensive university in the Baltimore area, Towson University is nationally recognized for its excellent programs in the arts and sciences, communications, business, health professions, education, fine arts and computer information systems. Located in suburban Towson, eight miles north of Baltimore, our beautifully landscaped, 328-acre setting offers a pleasant environment for study and a diverse campus life, as well as easy access to a wealth of university and community resources. Towson University's educational experience branches out to off-campus locations throughout Maryland, including a number of online options. Our many interdisciplinary partnerships with public and private organizations throughout Maryland provide opportunities for research, internships and jobs. Towson University is a founding member of the Coalition of Urban and Metropolitan Universities (CUMU).