Client Technology Manager
Dartmouth College

Posting date:

11/01/2024

Open Until Filled:

Yes

Position Number:

1128586

Position Title:

Client Technology Manager

Department this Position Reports to:

Client Technology Services

Hiring Range Minimum:

$78,900

Hiring Range Maximum:

$98,600

Union Type:

Not a Union Position

SEIU Level:

Not an SEIU Position

FLSA Status:

Exempt

Employment Category:

Regular Full Time

Scheduled Months per Year:

12

Scheduled Hours per Week:

40

Schedule:

Monday through Friday, 8:00 AM - 5:00 PM

Location of Position:

Hanover, NH
4 Currier, suite 201

Remote Work Eligibility?:

Hybrid

Is this a term position?:

No

If yes, length of term in months.:

NA

Is this a grant funded position?:

No

Position Purpose:

The Client Technology Manager works with Client Technology Services leadership to ensure the smooth, effective, and efficient delivery of IT consulting and support services to the campus. They manage staff in the Client Technology Consulting team who provide IT consulting and support for enterprise solutions, computers and devices, AV systems, and accounts. They manage a portfolio of services aligned to one of Dartmouth's key client populations of faculty, staff, or students.

Description:

Client Technology Manager - Elevate IT Support Excellence at Dartmouth College
Are you passionate about coaching, mentoring, and empowering teams? Do you thrive in an environment where one-on-one support plays a pivotal role in staff development and success? Dartmouth College seeks a Client Technology Manager to shape the future of IT support across campus, leading with empathy and expertise.

What You'll Do:

• Manage the Client Technology Consulting team, providing personalized coaching and one-on-one development to both new and experienced staff.
• Lead a high-performing group responsible for consulting on computers, devices, AV systems, and enterprise solutions.
• Mentor your team through challenges, offering continuous feedback and guidance to foster growth, confidence, and professional development.
• Collaborate with leadership to implement innovative strategies, refine standard operating procedures, and deliver a world-class technology experience.
• Drive process improvements and create a supportive environment that empowers staff to excel.

What We're Looking For:

• 3+ years of experience in client-focused IT environments, with a proven ability to provide individual coaching and mentoring.
• At least 1 year of experience managing teams or IT projects, fostering an environment that prioritizes staff development and well-being.
• Proficiency with endpoint management tools, operating systems, and IT service management platforms like ServiceNow or TeamDynamix.
• A passion for developing talent through thoughtful feedback, guidance, and individualized support.
• Bonus: Experience in academic environments, Agile methodologies, or technology-related certifications.

Why You'll Love This Role:

• Join a leadership environment that values personalized support-you'll have the opportunity to mentor talented staff, including those new to managing direct reports.
• Lead in a hybrid setting, working both remotely and on-site in the picturesque Hanover, NH.
• Work alongside passionate IT professionals and contribute to Dartmouth's culture of excellence and inclusion.

If you are a hands-on leader with a passion for empowering others, apply today and join a team dedicated to shaping the future of technology at Dartmouth College!Required Qualifications - Education and Yrs Exp:

Bachelors or equivalent combination of education and experience

Required Qualifications - Skills, Knowledge and Abilities:

• Bachelor's degree or Associate degree with relevant professional certifications.
• Three years related experience in a client-focused technology environment.
• At least one year supervisory experience or related team management experience (e.g., project management) in an IT environment.
• Demonstrated leadership in providing outstanding customer service.
• Ability to lead proactively in identifying risks and managing operational activities.
• Demonstrated mastery in the configuration, installation, and troubleshooting of current operating systems, client productivity tools, peripherals, and mobile devices via current certifications, education, and/or experience.
• Experience using IT service management software.
• Experience designing and modifying processes to improve the client experience.
• Experience implementing client-centric technology support services.
• Ability to mentor and teach others.
• Experience participating in staff recruitment and hiring.
• Experience analyzing client technology needs and designing solutions to improve the client experience.

Preferred Qualifications:

• Experience working in an academic environment.
• Technology-related professional certifications.
• Bachelor's degree or higher in relevant field.
• Experience with scripting or coding concepts and tools.
• Experience with endpoint management concepts and tools.
• Experience leading projects in an Agile environment.
• Experience automating tasks for service delivery.

Department Contact for Recruitment Inquiries:

Jonathan Kulp

Department Contact Phone Number:

603.646.6110

Department Contact for Cover Letter and Title:

Joel Vodila

Department Contact's Phone Number:

603.646.9050

Equal Opportunity Employer:

Dartmouth College is an equal opportunity/affirmative action employer with a strong commitment to diversity and inclusion. We prohibit discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, veteran status, marital status, or any other legally protected status. Applications by members of all underrepresented groups are encouraged.

Background Check:

Employment in this position is contingent upon consent to and successful completion of a pre-employment background check, which may include a criminal background check, reference checks, verification of work history, conduct review, and verification of any required academic credentials, licenses, and/or certifications, with results acceptable to Dartmouth College. A criminal conviction will not automatically disqualify an applicant from employment. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.

Is driving a vehicle (e.g. Dartmouth vehicle or off road vehicle, rental car, personal car) an essential function of this job?:

Not an essential function

Special Instructions to Applicants:

Dartmouth College has a Tobacco-Free Policy. Smoking and the use of tobacco-based products (including smokeless tobacco) are prohibited in all facilities, grounds, vehicles or other areas owned, operated or occupied by Dartmouth College with no exceptions. For details, please see our policy. https://policies.dartmouth.edu/policy/tobacco-free-policy

Quick Link:

https://searchjobs.dartmouth.edu/postings/76379

Description:

IT Consulting and Support

• Manages team operational activities including client service and consulting, software and solution support, computer and device support, AV system support, account support, and knowledge management.
• Leads the implementation and maintenance of team policies and standard operating procedures.
• Acts as team escalation point for computer and device support, AV system support, account and access support, client solutions, and related technologies.
• Represents team technical expertise in working with leadership.
• Develops, implements, and maintains new and existing services for faculty, staff, and/or students.
• Identifies opportunities for process improvement and leads process improvement initiatives.
• Leads and manages departmental and interdepartmental projects.
• Maintains relationships with vendors and acts as a liaison to represent institutional needs.

Percentage Of Time:

55

Description:

Leadership

• Implements strategic vision, roadmap, and goals for the Client Technology Consulting team in partnership with Client Services leaders.
• Leads tactical and strategic planning for a portfolio of client focused services in partnership with Client Services leadership.
• Identifies and manages solutions and resources needed to align team delivery of services on the technology roadmap.
• (combined with below)
• Builds and promotes the space and structure to define team culture and values in alignment with Client Services and ITC.
• Continuously engages in professional development to build leadership and technology expertise.
• Encourages and supports innovations to transform the definition and delivery of IT services at Dartmouth.

Percentage Of Time:

10

Description:

Staff Management

• Manages staff-related HR responsibilities to ensure the team is following HR policies.
• Works with staff to identify and support development goals and mentoring opportunities.
• Supports and develops career pathways for direct reports by maintaining position frameworks and development programs.
• Identifies talent to join the team, hires staff, and designs onboarding programs.
• Leads tactical resource planning and allocation for the team in partnership with Client Services leadership.

Percentage Of Time:

15

Description:

Collaboration and Relationship Management

• Builds relationships with clients to understand and represent their business needs.
• Consults with clients to design and deliver solutions aligned to client needs.
• Works with leadership to promote cross-team communication, collaboration, processes, and services.
• Mentors colleagues by sharing knowledge, offering advice and providing assistance as needed.

Percentage Of Time:

15

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Demonstrates a commitment to diversity, inclusion, and cultural awareness through actions, interactions, and communications with others.

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Performs other duties as assigned.

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