Assistant Director of Client Services

• Bachelor's degree in Information Systems, Computer Science, Business, or a related field; or an equivalent combination of education and experience.

Experience

• Minimum of five years of progressively responsible experience in IT client services, end-user computing, or a related IT service domain.
• Experience supervising or leading technical or service-oriented staff, with responsibility for setting priorities and coordinating work.
• Hands-on knowledge of endpoint lifecycle management practices for Windows and macOS environments, including provisioning, patching, device standards, and lifecycle planning.

Knowledge, Skills, and Abilities

• Ability to communicate effectively with technical and nontechnical stakeholders, translating technical concepts into clear, actionable guidance.
• Ability to coordinate work across teams, balance competing priorities, and deliver outcomes within established time and resource constraints.
• Ability to define, document, and maintain service standards, operational processes, and measurable performance expectations.

Preferred Qualifications

• Bachelor's degree in Information Technology, Information Systems, or a related technical field.

Experience

• Experience working in higher education, research-adjacent, or public sector environments with diverse user needs and compliance considerations.

Knowledge, Skills, and Abilities

• Familiarity with IT service management practices and frameworks such as ITIL.
• Ability to lead service improvement initiatives using metrics, trend analysis, and operational data.
• Ability to apply standardization and lifecycle thinking to improve service scalability and supportability.

Salary : $100,000 - $105,000, commensurate with experience, qualifications, and internal equity.

Duties and Responsibilities

Client Service Operations Oversight and Improvement — 40%

• Provide leadership and accountability for service operations, including service desk strategy, intake pathways, escalation design, and measurable service outcomes.
• Directly supervise, manage, and coordinate the functions of the Client Support Team staff members.
• Assign tasks, set priorities, and monitor progress to ensure alignment with institutional goals, service expectations, and operational needs.
• Manage day-to-day operational execution by directing work across service desk, field support, and endpoint services, adjusting priorities and workloads as conditions change.
• Coordinate operational readiness for new technologies and upgrades, including communications, rollout planning, and post-deployment stabilization.
• Define and maintain service operations using KPIs such as time to resolution, first contact resolution, backlog health, customer satisfaction, and repeat incident rates.
• Communicate service performance through regular reporting and discussion of KPIs and service metrics with IT leadership.
• Ensure projects and purchases include appropriate documentation, knowledge transfer, and support readiness.
• Develop and manage knowledge base standards with staff to ensure documentation objectives are met.
• Ensure operational readiness for new services and changes, including communications, support models, documentation, and post-deployment stabilization.
• Develop and maintain a comprehensive training portfolio and rolling training roadmap.
• Enable training staff to create and deliver training content and provide training support as needed.

Endpoint Lifecycle Management — 25%

• Lead end-user device and peripheral lifecycle practices that balance user needs, security posture, and operational sustainability.
• Define standard endpoint configurations and support models for administrative, faculty, student, and specialized environments.
• Oversee provisioning, onboarding, patching, configuration standards, and retirement practices in partnership with security and infrastructure teams.
• Lead refresh planning and lifecycle forecasting, including device schedules, inventory posture, and budget projections.
• Establish and maintain standards for peripherals and accessories.
• Coordinate with research, instructional, and administrative units to evaluate exceptions and ensure specialized devices remain supportable and secure.

Technology Procurement and Vendor Management — 20%

• Lead the commercial execution for end-user technology to ensure value, compliance, and supportability.
• Manage quoting strategy for end-user hardware, software, warranties, and support services.
• Coordinate vendor selection and renewals for client services-related contracts and service agreements in collaboration with procurement and leadership.
• Maintain procurement workflows that reduce cycle time while ensuring alignment with institutional standards, security requirements, and lifecycle planning.
• Support software licensing and contract compliance for end-user-focused agreements.
• Promote transparent decision-making by documenting total cost considerations, support impacts, and standardization benefits.

Performance Management — 10%

• Lead the Client Support Team through coaching, clarity, and operational discipline.
• Ensure expectations are clearly communicated and aligned with departmental goals and objectives.
• Provide staff with frequent, constructive feedback, including interim evaluations as appropriate.
• Ensure staff possess the knowledge, skills, and abilities necessary to accomplish assigned goals.
• Complete performance planning and evaluations by established deadlines with appropriate documentation.
• Address and document performance issues as they occur.
• Review and communicate safety issues to maintain a safe and healthy workplace.

Other Responsibilities — 5%

• Participate in special projects as assigned.
• Perform other duties as assigned by the supervisor.

Additional Job Description

• Directs, through subordinate supervisors, all program, operations, and staff in assigned areas.
• Performs managerial and technical work ranging from moderate to considerable difficulty.
• Responsibilities include planning, implementing, and/or improving systems and services.
• Knows and applies concepts, practices, and procedures of supervision and leadership.
• Contacts include interactions with customers to identify, plan, and perform actions to meet customer needs.
• Contacts also include interactions with subordinates to provide leadership and guidance in managing the area.

Job Profile

JP0441 - IT Project Leader - Exempt - Salary - S14

Qualifications

Compensation Grade

S14

Recruiting Start Date

2026-07-31

Position Restrictions

Continuing E&G funded position and not term-limited

EEO is the Law. Applicants can learn more about William & Mary’s status as an equal opportunity employer by viewing the "Know Your Rights" poster published by the U.S. Equal Employment Opportunity Commission. https:// www.eeoc.gov/know-your-rights-workplace-discrimination-illegal

Background Check: William & Mary is committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or driving history check.

Remote Work Disclaimer: Remote work eligibility is not guaranteed and is subject to approval. Employee eligibility depends on the likelihood of the employee succeeding in a remote work arrangement and the supervisor’s ability to manage remote workers. Departments and/or Human Resources may amend, alter, change, delete, or modify eligibility.