About Baltimore City Community College
Founded in 1947, Baltimore City Community College (BCCC) is a comprehensive, urban institution accredited by the Middle States Commission on Higher Education. The College’s campus is located in West Baltimore; the institution also has several satellite locations throughout the city. With its broad range of degree and certificate programs, affordable tuition, and extensive outreach, BCCC offers educational opportunities to the citizens of Baltimore City and throughout the state of Maryland. BCCC serves nearly 14,000* students annually, providing credits that transfer to four-year colleges and universities as well as workforce training leading directly to job placement. The College is proud of the fact that nearly 90** nations are represented within the student body.

* Based on annual unduplicated credit and non-credit headcount for FY 2018.
**Based on fall 2018 credit enrollment.

Requisition Number: 2022-074
Posting Start Date: 4/20/2022
City: Baltimore
State: MD
Minimum Education: Bachelors
Additional Documentation: YES
Compensation: Commensurate with Experience

Director of Client Services

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Description/Job Summary

The Director manages the Help Desk, Client Services Technical Support and Multimedia Services teams. The position is responsible for the development of the vision, strategy, and architectural design across all client support and operations functions, including endpoint management, service management, and classroom technology. The Director is responsible for effective and efficient delivery of all endpoint and peripherals. This individual is also responsible for operational and service management processes (Help Desk) to ensure quality, efficiency and agility goals are achieved. As a member of the IT senior leadership team, the role contributes to the development and execution of enterprise-wide Technology Services strategy and ensures it alignment with the College

Responsibilities/Duties

  • Acts as a trusted advisor to the Chief Information Officer/Deputy Chief Information Officer. Builds and maintains relationships with other Technology Services and College leaders to develop a clear understanding of their needs.
  • Responsible for the management and operational planning of the Help Desk, Client Operations and Multimedia teams.
  • Manage staffing, recruitment, supervision, scheduling, development, evaluation, and disciplinary actions for the Client Services team.
  • Develop and maintain standard operating processes for the Client Operations and Support Management teams to support of organizational goals.
  • Supervises, monitors, and tracks ongoing operations of help desk to ensure the excellence and timeliness of support; and implement performance metrics to assess the level of service provided to clients
  • Responsible for the design, implementation and support of classrooms, labs, auditoriums, and conference room technologies to facilitate teaching and learning outcomes for all delivery methods. Assists in lifecycle refresh budgeting and planning for end-user, classroom, and conference room technology.
  •  Develop business case justifications and cost/benefit analyses for technology spending including capital budget, operating budget, projects, and initiatives.
  • Manage the development, deployment, upgrade, monitoring, maintenance, and support of all computing endpoints (Windows and Apple devices).
  • Responsible for provisioning end-user technology services. Research potential technology solutions in support of university requirements.
  •  Lead the research of potential technology solutions to support new initiatives and opportunities for improving support services.
  •  Responsible for the life-cycle replacement of all endpoints.
  •  Works with administrative and academic staff to ensure the information technology needs of the College are being met.
  •  Works with IT staff to identify, assess and mitigate risk with appropriate controls that cover the following areas: Laptop and Desktop Computing, Computer Labs, and Helpdesk functions.
  • Lead the Client Operations team and ensure they provide the best possible customer service to anyone requesting service through the Help Center web site, emails, phone calls or in-person visits.
  • Partner with customers to design and implement effective service-level agreements. Review procedures, responsibilities, and activities to enhance technology value for the University.
  •  Establish relationships across the organization to support collaboration and continuity of service value. Collaborate with partners to implement cost effective solutions to meet end users’ technology needs.
  •  Implement established baselines for escalation of incidents to all tiers of support teams throughout the organization.
  • Performs all other duties and responsibilities as assigned or directed by the supervisor. This may include attendance of and participation in required training for role.

Required Qualifications

**Please provide 7 professional references, uploaded in an additional document.**

  • Bachelor’s degree in Information Systems or related IT field,
  • 7 - 10 years of supervisory and leadership experience in an educational environment
  • Management experience demonstrating effective leadership that results in achievement of desired results, including leadership of organizational change, collaboration of team building, establishing and implementation of ambitious yet achievable objectives, standards, and project work plans.
  • Excellent written and oral communication skills.
  • Interpersonal skills that ensure effective team building.

Preferred Qualifications

  • Master’s degree in Information Systems or related IT field
  • Higher education experience
  • ITIL certification
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BCCC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, protected veteran status, genetic information, or any other basis protected by law.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. Applicants needing accommodation for any part of the application and/or hiring process should request the accommodation from The Office of Human Resources office by contacting us at 410-209-6007.

For more information, view the EEO is the Law Poster and Pay Transparency Statement.