Associate Director of IT - Client Service and

ASSOCIATE DIRECTOR OF IT – CLIENT SERVICES & APPLICATIONS

Full-time, Exempt Position

POSITION SUMMARY:
 The Associate Director of IT – Client Services & Applications serves as the University’s mid-level technical director for user support, client experience, and end-user applications, providing operational leadership while supporting institution-wide service quality goals. Reporting to the Director of IT, this role oversees daily IT support functions—including the Help Desk, desktop support, classroom/AV technology, user training, and client-facing application support.

This position exercises independent judgment in operational and service-delivery decisions within its domain, ensuring exceptional customer service, timely issue resolution, and effective coordination with the Infrastructure & Security team.

DUTIES AND RESPONSIBILITIES:

• Manages IT support operations: Help Desk, desktop support, and AV/classroom technology.
• Supervises support specialists and student workers, ensuring high-quality service.
• Oversees endpoint management, imaging, patching, workstation deployment, and lifecycle management.
• Provides Tier 2–3 support escalation for faculty, staff, and students.
• Manages software installations, labs, and end-user application support.
• Develops documentation, knowledge base articles, user guides, and training materials.
• Assists with inventory systems, asset tracking, and technology allocation.
• Participates in testing, upgrading, and deploying software and campus applications.
• Supports departmental projects related to service delivery and user experience improvement.
• Coordinates with the Infrastructure & Security Associate Director on escalations involving systems, networks, or cybersecurity.
• Contributes feedback for operational planning, staffing decisions, and service improvements.

POSITION QUALIFICATIONS:

Education & Experience

• Bachelor’s degree in IT, Computer Science, or related field.
• 2–4 years of relevant hands-on experience.
• Experience supervising support personnel preferred.
• Experience managing enterprise endpoint systems (Intune, SCCM, Jamf, or similar) a plus.
• Experience supporting or administering SaaS applications.
• Experience leading small-to-medium IT projects.
• Familiarity with ITIL-based service management practices.
• Strong troubleshooting, customer service, communication, and multitasking abilities.
• Familiarity with higher-education environments preferred.

Certifications (Required):

• ITIL 4 Foundation

• Microsoft 365 Certified: Modern Desktop Administrator Associate

Certifications (Preferred):

• HDI Support Center Manager (HDI-SCM) or HDI Desktop Support Manager
• Microsoft 365 Certified: Endpoint Administrator (MS-102)
• CompTIA Project (lightweight PM certification ideal for this role)

SALARY PLACEMENT

Associate Director (Client Services & Applications):

Recommended Range: $70,000 – $90,000

Median: $80,000

EQUAL EMPLOYMENT OPPORTUNITY

Capitol Technology University is proud to be an equal opportunity employer committed to hiring a diverse and inclusive workforce. The University provides equal employment opportunities without regard to sex, gender identity/expression, sexual orientation, race, color, creed, national origin, citizenship status, religion, age, disability, marital status, veteran status, genetic information, or any other characteristic protected by law.