Assistant Director, Client Services

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Company: Metropolitan Airports Commission

Location: Minneapolis, MN 55407

Description:

Salary: $127,872.00 - $195,888.00 Annually
Location : Minneapolis, MN
Job Type: Regular Status
Remote Employment: Flexible/Hybrid
Job Number: 2025-01333
Division: Executive
Department: Information Technology
Opening Date: 03/21/2025
Closing Date: 4/7/2025 3:00 PM Central
MN Data Practices: The Metropolitan Airports Commission (MAC) collects information from applicants for the purposes of determining employment suitability. By providing information, MAC will use the information to determine employment suitability. Applicants are not legally required to provide the requested information. However, information not provided, other than race, gender, or disability, may prevent MAC from being able to consider the application or determine the applicant's suitability for the position. The information collected may be classified as public or private data under the MGDPA. "Public" means that data is available upon request. "Private" means the data is only available to the person the information is about, and to those who must see it in the course of conducting MAC business and as otherwise provided for by law. If the applicant becomes a MAC employee, then some of the collected information is required to be shared with a representative union.

Position Summary
The IT Assistant Director is responsible for overseeing all aspects of the client services technology IT department. This includes delivering on-premises and cloud-based client services, governing vendors and service providers, managing financials, and providing end-user support. The scope of client services includes but is not limited to end user computing, mobile device management, field services, M365 suite of collaboration and productivity products, unified communications, and conference room technology.

The IT Assistant director will drive innovation, identify and implement new technologies, methodologies, best practices and solutions that enhance the organization's IT capabilities and support its strategic objectives and business needs.

The IT Assistant Director will possess strong technology expertise, project management skills, and service management capabilities. They will develop and execute the client services technology strategy, ensuring alignment with the business strategy and deliver the necessary capabilities for success. Continual service improvement and a service-oriented approach are key elements of this role.
To apply: click the "Apply" link located just above the position description, log-in and follow the instructions provided.

Questions regarding this position can be directed to Randa Hamid at Randa.Hamid@mspmac.org or 612-713-8726. Applications will be accepted until 3:00 p.m. on Monday, April 7, 2025.
Attention Professional Recruitment Agencies: The Metropolitan Airports Commission is interested in reviewing your qualified candidates. Please contact Randa Hamid, Senior HR Business Partner at or 612.713.8726 to learn about our terms and conditions.
About the Metropolitan Airports Commission

The Metropolitan Airports Commission (MAC) owns and operates one of the nation's largest airport systems, including Minneapolis-St Paul International (MSP) and six general aviation airports. The MAC's airports connect the region to the world and showcase Minnesota's extraordinary culture to millions of passengers from around the globe who arrive or depart through MAC airports each year.

MAC complies with the Americans with Disabilities Act. If an accommodation is required for you to participate in the application process because of a disability, please contact Tekia Jefferson at 612-726-8196 or .

MAC is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, gender, age, nationality, or disability.
Position Description
Reporting Relationship - Reports to the IT Director of Infrastructure and Operations.

Organizational - This position works closely with the IT leadership team, Enterprise/Solutions architects, IT Systems leads, the IT Operations leader, the Infrastructure leader, the PMO, and business leadership from other functional areas within the MAC.

Supervision - This position directly oversees two engineers and five analysts. The position indirectly oversees project teams consisting of project managers and other technology resources executing client services projects. Finally, this position oversees third-party vendor execution in applicable client service areas.

External Business: Third-party partners that sell and support hardware, software, and cloud hosting services.
ACCOUNTABILITIES AND FUNCTIONS

Drive a customer-centric approach, ensuring that IT client services meet or exceed business expectations thru established service level agreements.
Champion continuous improvements by advocating technology solutions that align with customer needs and contribute to their success.
Play a pivotal role in team development, providing leadership, guidance, and mentorship to IT staff.
Foster high-performing teams, through a positive and inclusive work environment that promotes professional growth and encourages knowledge sharing.
Developing the skills and capabilities of the team will be a priority, ensuring that the department has the talent and expertise to effectively deliver and support the technology and drive business success.
Responsible for enterprise-wide effective and efficient products, services, disaster recovery, projects, end user support, security, maintenance, and lifecycle refresh to ensure high levels of availability, performance, and business alignment.
Lead the development of the department strategy and technical roadmap and ensure alignment with the overall IT and enterprise strategic plans.

Provide strategic direction and oversight for the full life cycle of technical architecture and system engineering.

Develop, deploy, and improve the full spectrum of operational processes.
Establish, monitor, and analyze performance metrics and service level agreements to ensure business and customer needs are being properly met.
Evaluate work processes to eliminate waste; monitor for continuous improvement and cost avoidance opportunities.
Develop partnerships with stakeholders and senior management to stay abreast of current issues and challenges.

Technical Responsibilities

Ownership of end user computing, mobile device management, field services, M365 suite of collaboration and productivity products, unified communications, and conference room technology.
Ensure all Client Services systems configurations and operating procedures (run books) are fully documented and properly maintained.
Responsible for third-party relationship management with hardware and software vendors, cloud hosting providers, electrical & mechanical contractors, telecom providers, and other critical suppliers of Client Services
Contribute to I&O involvement in the IT organization's innovation efforts and its role in experimenting with new solutions to take advantage of business opportunities.
Produce timely and relevant status reports including but not limited to time, quality and budget dashboard representing MAC's Client Services environment.

Financial Management

Develop and manage the annual operating expenditure (opex) and capital expenditure (capex) budgets for Client Services to ensure that it's consistent with the overall strategic objectives of I&O and the enterprise and is within plan.
Determine financial needs of the work unit and submit annual budget proposal consistent with MAC IT's strategic direction, division needs, and stakeholder expectations.
Oversee the purchasing process ensuring that contracts are current, have sufficient funding available and are renewed in a timely manner.

People/Team Management

Build and manage a team of IT professionals, including hiring, training, and performance management.

Further develop roles and responsibility matrixes so employees have work plans appropriate for their business function and that the plan is being followed.
Conduct regularly scheduled meetings with employees to communicate work plans, issues, and other appropriate information.
Exercise supervisory authority in accordance with MAC Human Resource Policy, MAC Administration Manual, and/or the appropriate collective bargaining agreement.
Recognize employee achievement.

Oversee the development and maintenance of resource utilization and forecasting models.

Participate in management meetings and contribute to an open dialogue; communicate information within the organization and provide feedback to the team.

Position Requirements
Manager of Managers (MOM) Competencies

Customer Focus - Building strong customer relationships and delivering customer-centric solutions
Strategic Mindset - Seeing ahead to future possibilities and translating them into breakthrough strategies
Plans and Aligns - Planning and prioritizing work to meet commitments aligned with organizational goals
Ensures Accountability - Holding self and others accountable to meet commitments
Drives Results - Consistently achieving results, even under tough circumstances
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
Values Differences - Recognizing the value that different perspectives and cultures bring to an organization
Builds Effective Teams - Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
Drives Engagement - Creating a climate where people are motivated to do their best to help the organization achieve its objectives
Organizational Savvy - Maneuvering comfortably through complex policy, process, and people-related organizational dynamics

MINIMUM REQUIREMENTS

Bachelor's degree in a related field
Four years of IT Client Services experience including device management
In lieu of a degree, eight years of IT Client Services management experience
Four years of leadership responsibilities and managing teams which included responsibility for hiring, disciplining, coaching, rewarding and terminating employees.
Experience with the Microsoft M365 technology stack (Windows, Teams, Office) and its management tools (Intune, System Center)
Experience selecting and managing third-party vendors.
Demonstrated knowledge of ITSM principles including relevant methodologies, tools, and overall framework.
Demonstrated record of budget and cost management experience
Valid driver's license
Reliable vehicle to commute between job sites

DESIRABLE REQUIREMENTS

Master's degree in related field
Microsoft Unified Communication experience
Outsourced Service Desk Management experience
Relevant certifications and accreditations such as ITIL, ISO, PMP, CompTIA, etc.
Experience in strategic planning, organization design and development
Previous experience in developing Client Services organizations
Experience with conference room A/V solutions
End User Compute Strategic Planning
Public sector experience
Airport vertical experience

Other Information
This position provides an opportunity for on-site and remote work. MAC's remote work policy requires employees to be on-site three days of the week. Among the three on-site days, one of them must be either a Monday or a Friday and on Tuesdays, all employees are required to be onsite.
Your health. Your time. Your future. Good pay is only the beginning.

See the many and generous the Metropolitan Airports Commission offers to employees.
01

I became aware of this opportunity through:

Job Interest Card Notification
MAC Employee
MAC Web Site
LinkedIn
GovernmentJobs.com
Indeed.com
Other

02

This position is eligible for a hybrid work schedule after serving two months of the probationary period. MAC's hybrid work schedule includes two days remote and three days onsite. One of the onsite days must be a Monday or Friday and all employees are required to be onsite on Tuesdays. I am aware of this policy and remain interested in this position.

03

Please choose the option below that best relates to your education and experience.

Bachelor's degree in a related field plus four years of IT Client Services management experience including device engineering and management.
In lieu of a degree, eight years of IT Client Services management experience.
N/A, none of the above.

04

Please describe your IT Client Services management experience including device engineering and management. If you do not have this experience, please type N/A.
05

Do you have four years of leadership responsibilities and managing teams which included responsibility for hiring, disciplining, coaching, rewarding and terminating employees?

06

Please describe your leadership responsibilities and managing teams which included responsibility for hiring, disciplining, coaching, rewarding and terminating employees. If you do not have this experience, please type N/A.
07

Do you have experience with the Microsoft M365 technology stack (Windows, Teams, Office) and its management tools (Intune, System Center)?

08

Please describe your experience with the Microsoft M365 technology stack (Windows, Teams, Office) and its management tools (Intune, System Center). If you do not have this experience, please type N/A.
09

Do you have experience with conference room A/V solutions?

10

Do you have experience selecting and managing third-party vendors?

11

Please describe your experience selecting and managing third-party vendors. If you do not have this experience, please type N/A.
12

Do you have a demonstrated knowledge of ITSM principles including relevant methodologies, tools, and overall framework?

13

Please describe your knowledge of ITSM principles including relevant methodologies, tools, and overall framework. If you do not have this knowledge, please type N/A.
14

Do you have a demonstrated record of budget and cost management experience?

15

Please describe your record of budget and cost management experience. If you do not have this experience, please type N/A.
16

Do you have a valid state-issued driver's license and a reliable vehicle to commute between job sites?

17

Do you have a master's degree in related field?

18

Do you have Microsoft Unified Communication experience?

19

Do you have outsourced Service Desk Management experience?

20

Please list any relevant certifications and accreditations such as ITIL, ISO, PMP, CompTIA, etc. If this does not apply to you, please type N/A.
21

Do you have experience in strategic planning, organization design and development?

22

Please describe you experience in strategic planning, organization design and development. If you do not have this experience, please type N/A.
23

Do you have previous experience in developing Client Services organizations?

24

Please describe your previous experience in developing Client Services organizations. If you do not have this experience, please type N/A.
25

Do you have end User Compute Strategic Planning experience?

26

Do you have public sector experience?

27

Do you have airport vertical experience?

Required Question

Assistant Director, Client Services

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