Assistant Director of Client Services

About this role

Job Requisition: JR101981 Assistant Director of Client Services (Open) Job Posting Title: Assistant Director of Client Services Department: CC00880 VIMS1 | Office of ITNS Job Family: Staff - IT Project Management & Business Analysis Worker Sub-Type: Regular (benefited) Job Requisition Primary Location: Davis Hall Primary Job Posting Location: Posting Location - VIMS Gloucester Job Description Summary: School Mission State The Virginia Institute of Marine Science (VIMS) has a three-part mission of research, education, and advisory service. Our over-arching goals are to: • Make seminal advances in understanding marine systems through research and discovery. • Translate research findings into practical solutions to complex issues of societal importance. • Provide new generations of researchers, educators, problem solvers, and managers with a coastal and marine sciences education of unsurpassed quality.

Unit Mission Statement VIMS Information Technology equips the Institute's research, education, and advisory mission with secure, innovative, and sustainable technology. We empower faculty, staff, and students by delivering reliable infrastructure, modern data and collaboration tools, and responsive support. Through proactive partnership and continuous improvement, we transform technology into a strategic asset that accelerates discovery, learning, and institutional resilience. Job Description: Position Summary The Assistant Director of Client Services is responsible for the design, delivery, performance, and continuous improvement of end-user IT services across VIMS. This role ensures that faculty, staff, and students receive reliable, well-coordinated, and supportable technology services that enable teaching, research, and administrative work.   These services include classroom and audiovisual support, end-user computing, hardware and software support, and support of institutional training. The Assistant Director is accountable for the end-to-end delivery of these services, including service desk operations, endpoint lifecycle management, field support, service catalog and request fulfillment design, training program development, vendor quoting and contract coordination for end-user technology, and measurable improvements to the overall service experience.   This position provides leadership for service operations by establishing clear service definitions, measurable performance expectations, and a consistent approach to continuous improvement. The Assistant Director works closely with faculty, staff, students, and IT partners to strengthen reliability, reduce recurring issues, and increase adoption of standard platforms. The role ensures that service operations align with William & Mary IT enterprise solutions and institutional security and compliance requirements while making service performance visible and actionable through the regular use of key performance indicators (KPIs) and service reporting.   Core responsibilities include: • Serve as the senior escalation point for complex, high-impact, or cross-functional service issues, providing coordination, clear communication, and timely resolution. • Lead the ongoing development and maturation of operational practices, including service desk workflows, request and intake models, service catalog design, training course design, knowledge base management, and continuous improvement initiatives. • Provide leadership for endpoint lifecycle practices across standard faculty and staff devices and specialized environments. • Coordinate vendor quoting, contract activities, and procurement workflows for hardware, software, and related support services.

  Required Qualifications Education • 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 Education • 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

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