Assistant Director of Client Services

POSITION: Full-Time Assistant Director of Client Services (Assistant Director): Information Technology Services; Haverhill & Lawrence Campuses; 37.5 hours per week; Non-Unit Professional Position.

SUMMARY: The Assistant Director of Client Services provides leadership and operational oversight for the College's Service Desk and client support operations across both the Haverhill and Lawrence campuses. This role is responsible for ensuring high-quality, responsive, and customer-focused IT support services for faculty, staff, and students.

The Assistant Director supervises Service Desk personnel and coordinates daily support activities, spending three (3) days per week at the Lawrence Campus and two (2) days per week at the Haverhill Campus. This position works closely with infrastructure, systems, and academic technology teams to ensure effective incident resolution, service delivery, and continuous improvement of IT support services.

RESPONSIBILITIES:

The responsibilities include, but are not limited to the following:

• Supervise and provide direction to Union Service Desk staff across both campuses
• Manage staff scheduling, coverage, performance evaluations, and professional development
• Foster a customer-service-oriented culture focused on responsiveness and user satisfaction
• Serve as an escalation point for complex or high-priority support issues
• Oversee daily Service Desk operations including ticket intake, triage, escalation, and resolution
• Ensure timely and effective resolution of incidents and service requests
• Monitor service metrics and implement improvements
• Develop and maintain Service Desk procedures and documentation
• Ensure consistent, high-quality IT support across environments
• Coordinate support for endpoint devices, classrooms, labs, and user-facing technologies
• Collaborate with endpoint, infrastructure, and security teams
• Coordinate support coverage between campuses
• Act as a liaison between IT teams and stakeholders
• Participate in project planning and implementation
• Manage Labstats for usage of shared devices
• Maintain IT service management processes and documentation
• Manage IT inventory for end user devices
• Develop road map for equipment lifecycle management

MINIMUM QUALIFICATIONS:

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience.
• Five (5) years of experience in IT support or service desk operations.
• Two (2) years of supervisory experience in a Union Environment
• Strong knowledge of IT service management principles
• Excellent communication and customer service skills

PREFERRED QUALIFICATIONS:

• Experience in a higher education IT environment
• Familiarity with ITSM tools
• Experience supporting Windows, macOS, and mobile devices.
• ITIL Foundation certification
• Bilingual (Spanish/English)
• Experience working with and supporting a culturally diverse population

EQUIVALENCY STATEMENT: Applicants who do not meet the qualifications as noted above are encouraged to put in writing precisely how their background and experience has prepared them with the equivalent combination of education, training, and experience required for the responsibilities of this position.

CONDITIONS OF EMPLOYMENT:

• All candidates must have legal authorization to work in the United States. Northern Essex Community College does not provide employment-based visa sponsorship.
• Employment is contingent upon the successful completion and review of a background check which will include CORI (Criminal Offender Record Information) and SORI (Sex Offender Registry Information).

SALARY: Anticipated starting salary range is $95,000 - $100,000 annually with complete fringe benefit package including competitive health insurance, dental insurance, basic life insurance, long-term disability insurance, paid sick, vacation and personal leave, educational benefits for employee/spouse/dependents, and excellent retirement benefits. Official transcripts will be required at the time of hire.

ANTICIPATED START DATE: ASAP