IT Technical Director, Client Services
University Overview
The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.
Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.
The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.
Posted Job Title
IT Technical Director, Client Services
Job Profile Title
Information Technology Technical Director
Job Description Summary
Working collaboratively with the Senior Director for Client Technology Services (CTS), other Wharton Computing Senior Directors, CTS managers, and Wharton Computing Colleagues, the Client Services Director will help develop strategic policy and ensure operational excellence through enabling the success of CTS school-wide. S/he will manage and provide the direction for the Service Desk, Desktop Support, and Client Systems team for CTS across the Wharton School. Mentor team members which include junior and senior IT Support Specialists, work studies, and interns. This individual is responsible for the effective day-to-day direction of the Service Desk. Directs the activities of the support team who serve as the initial point of contact for all incoming IT issues and service requests and who provide Level 1, 2 and 3 support. The Director is the first level of escalation and facilitates response to incidents, service requests, and general inquiries. The client support team provides technical support involving complex troubleshooting for all Wharton departments encompassing almost 900 staff and influences support for all school constituents. Maintain knowledgebase of best practices, develop and document technical processes and procedures, as well as training and support materials. Coordinate daily schedule for the support team to ensure resources are available to meet event commitments and ensure support coverage for stated hours of operations. Work closely with External Affairs, the Dean’s Office, Research Centers, Executive Education, Academic Departments, the Strategic Partnership team, and other departments to ensure the highest possible quality IT support for critical school and university events involving numerous VIPs and donors. Prioritize critical support for Wharton Leadership to ensure they have functional technology to lead all Wharton efforts. The Client Services Director will work closely and collaboratively with the Client Systems team which provides technologies and serves as an escalation point to better support and empower success for all Wharton Faculty and Staff. The Client Services Director will focus significant efforts into providing appropriate technology and process to enabling a hybrid and remote work environment for Wharton.
Job Description
Job Responsibilities
Qualifications
Job Location – City, State
Philadelphia, Pennsylvania
Department / School
Wharton School
Pay Range
$90,860.00 – $133,000.00 Annual Rate
Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, as well as internal and market factors and grade profile.
Affirmative Action Statement
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.
Special Requirements
Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.
University Benefits
To learn more, please visit: https://www.hr.upenn.edu/PennHR/benefits-pay
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