What are the responsibilities and job description for the Director, Client Tech Svcs position at Wisconsin?
Develops and directs the implementation of strategic plans for information technology (IT) functional department(s), unit(s), or program(s) to ensure that resources are utilized to provide effective administrative, research, outreach, and/or instructional information technology services. May directly manage IT services.
Job Responsibilities
Directs strategic information technology planning initiatives and establishes objectives for IT functional department(s), unit(s), or program(s) to ensure appropriate use of financial, administrative, staffing resources in alignment with the strategic plan
Develops operating policies and procedures to comply with regulations, institutional policies, and unit objectives
Exercises supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2.0 full-time equivalent (FTE) employees
May develop and audit the unit budget and/or financials
Serves as a liaison representing the interests of the unit to internal and external stakeholders
Frequently assists the division's IT director in advising institutional or divisional leadership on information technology operations and business models
May perform manager functions
A fundamental knowledge of Artificial Intelligence and its use in the design, function, and development related to system integration.
Additional Responsibilities
Supervision
Provide leadership and direct supervision for the Client Technology Services team including staff and student employees.
Recommend hiring, suspension, lay off, recall, promotion, evaluation, assignment and discipline of those employees directly supervising.
Direct the planning, oversee all activities and delivery of Client Technology Services (CTS) team including the IT help desk and support for hardware and software for personal computer systems, printers, network distribution, and specialized electronic services.
Oversee operational prioritization of service requests, incidents, outages, and project work to ensure effective and timely service delivery
Prioritize multiple requests for services from a broad constituent base including help requests, projects, outages, incidents.
eStout Management
Manage and coordinate the campus student laptop program (eStout.)
Partner with third-party vendors and campus stakeholders to support lifecycle management, deployment, exchange, and return of student laptops while keeping the student experience in mind.
Collaborate with academic stakeholders to ensure student devices meet the needs of UW-Stout students in their respective academic programs.
Lead and participate in project management efforts.
Leadership
Serve as primary subject matter expert (SME) on ITSM platform, its utilization in support of ITIL service management in LIT, and in change management and continuous improvement.
Foster collaboration between IT Consultants, LIT departments and clients.
Foster a diverse and inclusive learning and working environment.
Provide strategic leadership, vision, management and accountability for selection and deployment of institutional technology systems and hardware.
Stay current with emerging technologies including AI and keep the university as close to state-of-the-art as feasible.
Represent Learning and Information Technology (LIT) on campus, regional, and systemwide committees, meetings, and initiatives.
Support divisional leadership initiatives and perform other duties as assigned by the CIO.
IT Service Management (ITSM) Strategy and Governance
Establish and lead the strategic vision, governance framework, and continuous improvement roadmap for the ITSM platform and service management practices across the department.
Provide leadership and supervision for ITSM platform administration, guiding platform configuration, automation, and capability expansion to support evolving service delivery needs.
Oversee the development and management of the IT service catalog and service request workflows to ensure consistent, scalable service delivery and strong self-service capabilities.
Provide strategic ownership and governance of the LIT knowledge base, including oversight of content lifecycle, quality standards, and user access; drive adoption and continuous improvement through training, communication, and performance monitoring; ensure timely review and updating of articles, approve content changes, respond to contributor needs, and incorporate user feedback to enhance accuracy, usability, and value across the University.
Serve as the senior escalation point for complex service management and ITSM platform issues while ensuring effective processes for incident, request, and service delivery management.
Partner with LIT leadership and operational teams to deliver reporting, dashboards, and analytics that provide actionable insights into service performance and organizational needs.
- May develop and audit the unit budget and/or financials
- Exercises supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2.0 full-time equivalent (FTE) employees
- Developsoperating policies and procedures to comply with regulations, institutional policies, andunit objectives
- Directs strategic information technology planning initiatives and establishes objectives for IT functional department(s), unit(s), or program(s) to ensure appropriate use of financial, administrative, staffing resources in alignment with the strategic plan
- Mayperform manager functions
- Frequently assists the division's IT director inadvisinginstitutional or divisional leadership on information technology operations and business models
- Servesas aliaisonrepresenting the interestsof the unit to internal and external stakeholders
Client Technology Services (CTS) serves as the primary contact point for Learning and Information Technology(LIT)services, providing both online and in-person technical support and consultation. CTS is committed to connecting students, staff, and faculty with resources, tools, and guidance essential for fulfilling their technological needs.CTS also oversees theeStoutLaptop Program, which equips students with the necessary hardware, software, and support services to ensure our digital environment aligns with their academic success.CTSalsotakes pride in hosting the Student Technological Assistance and Resources (STAR) team: thisindependently managed student group plays a vital role in sustaining campus andeStouttechnology byprovidingan expansive range of invaluable support services.
Compensation:Competitive salarycommensuratewith the qualifications and experience.
The salary range for this position at UW-Stout is $75,000-$87,000.The Universities of Wisconsin provides an excellent benefits package,including participation in the Wisconsin State retirement plan,demonstratingour commitment to the diverse needs of our employees.
Required Qualifications:
Associatedegree or equivalent experience.
2years'experiencewith management and supervision.
Experience troubleshooting client technology issues.
Demonstratedknowledge of endpoint technologiesincludingMac and Windows devices.
Demonstrated excellent customer service skills when working with internal and external stakeholders.
Demonstratedstrong interpersonal and communication skills.
Strong analytical and problem-solving skills.
Fundamental knowledge of Artificial Intelligence (AI) concepts and the ability to evaluate and apply AI-enabled toolsacross the institution.
Preferred Qualifications:
Bachelor's degree by the start of employment.
K12 or higher-ed experience.
Service Managementexperiencee.g., ITIL.
Experience managing or serving as a senior member of an Information TechnologyHelp/ServiceDesk.
Experience with performance management and leadership techniques.
Demonstrated excellent organizational skills.
Ability to communicate and collaborate with people of varying levels of technical skills.
Experience developing, delivering, and updating user documentation and training materials.
Ability to use metrics to provide realistic resource requirements and create measurableobjectives.
Ability to prioritize multiple requests for services from a broad constituent base.
Experience with vendor relationships, procurement, and asset management.
How to Apply:
Complete applications received by end of day,April 17, 2026are ensured full consideration.Applications submitted afterthis timemay be reviewed at the discretion of the search committee.
To apply, click on the APPLY button or go to:https://www.uwstout.edu/about-us/careers-jobs
Required application materials:
Cover letter (*See below)
Resume
*Please use your cover letter to speak to each of theRequired Qualifications for this position as listed above. For each required qualification, describe your relevant experience, using specific examples from your work history to illustrate how your experience satisfies the requirement.
Applicants must complete all required fields and attach all required documents prior tosubmittingthe online application.
Official transcripts may berequiredprior to an offer being extended.
Note: Once you have attached your materials andsubmittedyour application,you will not be able to go into the system and change them.
Before starting the online applicationprocess,we recommend you preview thefrequentlyasked questions (FAQs) available at:https://kb.uwss.wisconsin.edu/21900.
It is the policy of UW-Stout to provide reasonable accommodation to qualified applicants with disabilities. If you needassistanceor accommodation in applying because of a disability, please contact us using the information below. Employment opportunities will not be denied because of the need to make reasonable accommodation for a qualified individualwith a disability.
Contact Information:
For questionsregardingthis position or recruitment, please contact:
Search Chair:Caitlyn Mohr
Email:mohrc@uwstout.edu
If you needassistancewith the online application process or if yousubmittedyour application prior touploadingthe requiredapplication materials, please contact:
Search Coordinator:Lori Bergeron Sweitzer
Email:sweitzerl@uwstout.edu
Guidelines to ensure consideration:
Applicants must complete all required fields and attach all required application materials.
Within your cover letter address each of the Minimum/Required Qualifications specified for this position. For each required qualification, describe your relevant experience, using specific examples from your work history to illustrate how your experience satisfies the requirement.
It is the policy of UW-Stout to provide reasonable accommodation to qualified applicants with disabilities. If you need assistance, or accommodation in applying because of a disability, please contact us using the information below. Employment opportunities will not be denied because of the need to make reasonable accommodation for a qualified individual's disability.
The Universities of Wisconsin provides an excellent benefits package including participation in the Wisconsin State retirement plan, demonstrating our commitment to the diverse needs of our employees.
Employee Benefits: https://www.wisconsin.edu/ohrwd/benefits/
To calculate the estimated value of your total compensation, use the Health & Retirement Contributions Estimator | Employee Benefits (wisconsin.edu)
Employment is contingent upon the final candidate's completing a criminal background check and being cleared to work by the Human Resources Office. Employment is also contingent upon the final candidate passing reference checks and an essential job function test, as applicable. The reference check process includes asking the final candidates' professional references questions regarding employee misconduct,sexual violence,andsexual harassment. Reference checks must be conducted at a minimum with three professional references, at least one of which must be a prior supervisor.
Final candidates with previous employment within the Universities of Wisconsin and State of WI agencies will be subject to additional reference checks.
In response to a public records request, the Universities of Wisconsin will not reveal the identities of applicants who request confidentiality in their online application, except that the identity of the successful final candidate will be released. See Wis. Stat. se...
Salary : $75,000 - $87,000