Director, ETS Client Services
Apply NowCompany: The University of Vermont
Location: Burlington, VT 05401
Description:
Director, ETS Client Services
Posting Summary
This leadership position within Enterprise Technology Services ( ETS ) reports directly to the Chief Information Officer and holds university-wide responsibility for leading and evolving UVM's client services strategy and operations. The Director of Client Services and their department serve as the face of ETS , fostering partnerships across the university, embedding into academic and administrative governance structures, and ensuring that the client experience with technology is seamless, responsive, and grounded in best practices.
ETS consists of five core areas: Client Services, Network Services, Information Security Office, Systems Architecture & Administration, and Database Administrators/Enterprise Application Services. Within this structure, the Client Services unit is the frontline for supporting UVM's students, faculty, and staff in their daily interactions with information and communication technologies. This includes support across classrooms, offices, conference rooms, labs, and other academic and administrative environments.
The Director will lead five operational teams: Classroom Technology Services, Hardware Repair, the Helpline and Carry-In Clinic (which includes a strong student staffing component), and multiple distributed client support teams. This role requires both a strategic and hands-on approach to service management-leveraging frameworks like ITIL and insights from organizations like the Help Desk Institute ( HDI ) to implement client service best practices, track performance data, and regularly assess and improve KPIs around service delivery, resolution times, and user satisfaction.
Serving as both a technical leader and relationship builder, this person acts as the glue connecting ETS to UVM's diverse community-actively engaging with associate deans and academic leaders, administrative stakeholders, and students. They will be embedded in conversations and structures that shape technology governance and planning, ensuring client services are aligned with institutional goals and grounded in real-world user needs.
The Director must possess deep technical troubleshooting capabilities and an ability to translate complex IT challenges into understandable, actionable solutions for end users. This role is client facing and highly visible, requiring a service-oriented mindset and a commitment to continuous improvement. The successful candidate will build and evolve high-performing teams and service structures within a best-practice framework while maintaining strong vendor partnerships and connections with peer institutions and professional communities.
Minimum Qualifications (or equivalent combination of education and experience)
Bachelor's degree in information technology, Computer Science, or a related field.
Four to eight years of progressive experience leading and managing high-performing information technology teams, with a proven track record of aligning IT strategies to business goals. Experience in Higher Education preferred.
Strategic mindset with a strong grasp of emerging technologies, and a clear vision for how they can be applied to drive innovation, improve operational efficiency, and create competitive advantage.
Demonstrated success in leading strategic initiatives, including defining business and technical requirements, evaluating future-focused technology options, and overseeing the successful implementation of enterprise platforms, products, and services.
Strong interpersonal and customer service skills, with the ability to engage and influence stakeholders at all levels of the organization.
Solid experience working across a broad range of enterprise technologies, including infrastructure, applications, cloud services, cybersecurity, and digital collaboration tools, ITSM solutions, inventory and lifecycle solutions, and familiarity with endpoint management systems in complex and diverse computing environments.
Desirable Qualifications
Anticipated Pay Range
$140,000-$160,000
Other Information
Special Conditions
A probationary period may be required, Occasional evening and/or weekends required (if non-exempt position, may result in overtime), Background Check required for this position, This position is eligible for a hybrid schedule with an option to split time between campus and elsewhere, in accordance with the university telecommuting policy
Posting Summary
This leadership position within Enterprise Technology Services ( ETS ) reports directly to the Chief Information Officer and holds university-wide responsibility for leading and evolving UVM's client services strategy and operations. The Director of Client Services and their department serve as the face of ETS , fostering partnerships across the university, embedding into academic and administrative governance structures, and ensuring that the client experience with technology is seamless, responsive, and grounded in best practices.
ETS consists of five core areas: Client Services, Network Services, Information Security Office, Systems Architecture & Administration, and Database Administrators/Enterprise Application Services. Within this structure, the Client Services unit is the frontline for supporting UVM's students, faculty, and staff in their daily interactions with information and communication technologies. This includes support across classrooms, offices, conference rooms, labs, and other academic and administrative environments.
The Director will lead five operational teams: Classroom Technology Services, Hardware Repair, the Helpline and Carry-In Clinic (which includes a strong student staffing component), and multiple distributed client support teams. This role requires both a strategic and hands-on approach to service management-leveraging frameworks like ITIL and insights from organizations like the Help Desk Institute ( HDI ) to implement client service best practices, track performance data, and regularly assess and improve KPIs around service delivery, resolution times, and user satisfaction.
Serving as both a technical leader and relationship builder, this person acts as the glue connecting ETS to UVM's diverse community-actively engaging with associate deans and academic leaders, administrative stakeholders, and students. They will be embedded in conversations and structures that shape technology governance and planning, ensuring client services are aligned with institutional goals and grounded in real-world user needs.
The Director must possess deep technical troubleshooting capabilities and an ability to translate complex IT challenges into understandable, actionable solutions for end users. This role is client facing and highly visible, requiring a service-oriented mindset and a commitment to continuous improvement. The successful candidate will build and evolve high-performing teams and service structures within a best-practice framework while maintaining strong vendor partnerships and connections with peer institutions and professional communities.
Minimum Qualifications (or equivalent combination of education and experience)
Bachelor's degree in information technology, Computer Science, or a related field.
Four to eight years of progressive experience leading and managing high-performing information technology teams, with a proven track record of aligning IT strategies to business goals. Experience in Higher Education preferred.
Strategic mindset with a strong grasp of emerging technologies, and a clear vision for how they can be applied to drive innovation, improve operational efficiency, and create competitive advantage.
Demonstrated success in leading strategic initiatives, including defining business and technical requirements, evaluating future-focused technology options, and overseeing the successful implementation of enterprise platforms, products, and services.
Strong interpersonal and customer service skills, with the ability to engage and influence stakeholders at all levels of the organization.
Solid experience working across a broad range of enterprise technologies, including infrastructure, applications, cloud services, cybersecurity, and digital collaboration tools, ITSM solutions, inventory and lifecycle solutions, and familiarity with endpoint management systems in complex and diverse computing environments.
Desirable Qualifications
Anticipated Pay Range
$140,000-$160,000
Other Information
Special Conditions
A probationary period may be required, Occasional evening and/or weekends required (if non-exempt position, may result in overtime), Background Check required for this position, This position is eligible for a hybrid schedule with an option to split time between campus and elsewhere, in accordance with the university telecommuting policy