Bentley University · 1 day ago
Senior Director, Client Services
Waltham, MA
Full-time
Hybrid
Director/Executive
$142K/yr - $249K/yr
10+ years expBentley University is seeking a Senior Director of Client Services to lead a comprehensive client services strategy aligned with university and IT goals. This role focuses on fostering a collaborative culture and ensuring high-quality IT support for faculty, staff, and students, while also overseeing transformation initiatives and managing a large team.
Universities
Responsibilities
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
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
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
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
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or related field
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
Preferred
Master's degree preferred
Benefits
Competitive compensation
Robust benefits
Career development and opportunities
Generous paid time off
Workplace flexibility
A positive, engaging employee experience
Company
Bentley University
A private co-educational university in Waltham, Massachusetts, 10 miles west of Boston, focused on business.
501-1000 employees
H1B Sponsorship
Bentley University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (10)
2023 (13)
2022 (11)
2021 (6)
2020 (14)
Funding
Current Stage
Late StageTotal Funding
unknown2022-03-02Grant
Leadership Team
Maureen Forrester
Vice President for Administration & Finance, CFO/Treasurer
Kyle Wilson
Associate Director, Admission Partnerships & Pathways
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