Job Description Summary
The Senior Director of Client Services leads a comprehensive client services strategy aligned with university and IT goals. This role fosters a collaborative, service-oriented culture focused on responsiveness and user satisfaction, ensuring faculty, staff, and students receive high-quality, innovative IT support that enhances teaching, learning, research, and administration. This position collaborates with stakeholders across the Bentley community.Essential Duties
Product and Technical Leadership:
Develop and implement client services strategies aligned with the university’s mission and IT strategic plan.
Lead transformation initiatives to modernize end-user support, including automation, self-service, and digital experience enhancements.
Provide subject matter expertise in end-user computing, support technologies, collaboration tools, automation, and identity and access management.
Serve as business owner for Microsoft Office suite (including AI offerings), end-user device purchasing/support, and identity/access management solutions.
Oversee data capacity management and strategic direction for data footprint growth.
Oversight of productivity software enterprise licensing, endpoint security/compliance, and NOC escalations.
Develop training programs and support services for faculty, staff, and students.
Operations:
Foster a collaborative, service-oriented culture focused on accountability and user satisfaction.
Oversee the implementation, support, and maintenance of client services systems and tools.
Ensure service levels are met, taking corrective action and driving efficiency improvements as needed.
Manage escalation procedures to ensure timely resolution of complex service requests.
Serve as the primary liaison between IT Services and the campus community for support-related issues.
Manage team resources, projects, and budgets to support operational goals.
Modernize asset management and lifecycle replacement process for client computing equipment and end point devices.
Build and maintain relationships with external technology vendors.
Define and implement key performance indicators (KPIs) and service quality measures.
Ensure all support activities comply with university policies, cybersecurity standards, data privacy, and accessibility requirements.
Participate in disaster recovery planning and incident response coordination.
Leadership and Mentoring:
Direct and manage a large staff of professionals.
Responsible for effective staff management, including hiring and orientation, training and development, workflow and performance management, and the promotion of an inclusive and innovative work environment.
Foster a culture of accountability, continuous improvement, and customer-centricity.
Stakeholder Collaboration:
Work across the community to translate technical services needs into systems requirements and scoping and identify feasible solutions.
Participate in cross-functional management teams and projects.
Collaborate with IT departments and university divisions to deliver client service solutions
Minimum Qualifications:
Bachelor’s degree in Computer Science, Information Technology, or related field. Master’s degree preferred.
10+ years of experience in IT service management, desktop support, or client services, with at least 5 years of experience in a senior leadership role with proven experience in building and managing teams.
Proven track record of leading large-scale IT operations and transformation initiatives.
Strong knowledge of desktop technologies, service desk platforms (e.g., ServiceNow), collaboration tools, and endpoint management tools.
Excellent leadership, communication, and stakeholder management skills.
Strong personnel management, analytical, workflow analysis, and project management skills.
Ability to manage a dynamic environment, handle time pressure, resource management, and shifting priorities.
Work Environment
Ability to travel around campus for meetings and work-related events.
Typical office setting with extensive sitting and computer work.
This role is designated as on-campus in Waltham, Massachusetts, with occasional remote work allowed in accordance with departmental guidelines.
Pay Transparency
At Bentley we offer a “total rewards” package designed to attract, motivate, retain, and reward our employees. This includes competitive compensation, robust benefits, career development and opportunities, generous paid time off, workplace flexibility and a positive, engaging employee experience. In alignment with the Massachusetts Pay Transparency Act and our commitment to equity and transparency, we’re sharing the salary grade range for this role. The grade range is based on market data and the scope of responsibilities. Final pay will depend on your experience, education, and other relevant qualifications.
Salary Grade Range:
$142,346 - $249,147
If you have questions about the salary grade range or need additional information, please contact us at GA_HR_Employment@bentley.edu.
Bentley University requires references checks and may conduct other pre-employment screening.
DIVERSITY STATEMENT
Bentley University strives to create a campus community that welcomes the exchange of ideas, and fosters a culture that values differences and views them as a strength in our community.
Bentley University is an Equal Opportunity Employer, building strength through diversity. The University is committed to building a community of talented students, faculty and staff who reflect the diversity of global business. We strongly encourage applications from persons from underrepresented groups, individuals with disabilities, covered veterans and those with diverse experiences and backgrounds.