Position Title:
Director, Client Tech Svcs

Job Category:
Limited

Employment Type:
Regular

Job Profile:
IT Director I (B)

Job Duties:

Develops and directs the implementation of strategic plans for information technology (IT) functional department(s), unit(s), or program(s) to ensure that resources are utilized to provide effective administrative, research, outreach, and/or instructional information technology services. May directly manage IT services.

Job Responsibilities

• Directs strategic information technology planning initiatives and establishes objectives for IT functional department(s), unit(s), or program(s) to ensure appropriate use of financial, administrative, staffing resources in alignment with the strategic plan
• Develops operating policies and procedures to comply with regulations, institutional policies, and unit objectives
• Exercises supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2.0 full-time equivalent (FTE) employees
• May develop and audit the unit budget and/or financials
• Serves as a liaison representing the interests of the unit to internal and external stakeholders
• Frequently assists the division's IT director in advising institutional or divisional leadership on information technology operations and business models
• May perform manager functions
• A fundamental knowledge of Artificial Intelligence and its use in the design, function, and development related to system integration.

Additional Responsibilities

Supervision
• Provide leadership and direct supervision for the Client Technology Services team including staff and student employees.
• Recommend hiring, suspension, lay off, recall, promotion, evaluation, assignment and discipline of those employees directly supervising.
• Direct the planning, oversee all activities and delivery of Client Technology Services (CTS) team including the IT help desk and support for hardware and software for personal computer systems, printers, network distribution, and specialized electronic services.

• Oversee operational prioritization of service requests, incidents, outages, and project work to ensure effective and timely service delivery
• Prioritize multiple requests for services from a broad constituent base including help requests, projects, outages, incidents.

eStout Management
• Manage and coordinate the campus student laptop program (eStout.)
• Partner with third-party vendors and campus stakeholders to support lifecycle management, deployment, exchange, and return of student laptops while keeping the student experience in mind.
• Collaborate with academic stakeholders to ensure student devices meet the needs of UW-Stout students in their respective academic programs.
• Lead and participate in project management efforts.

Leadership
• Serve as primary subject matter expert (SME) on ITSM platform, its utilization in support of ITIL service management in LIT, and in change management and continuous improvement.
• Foster collaboration between IT Consultants, LIT departments and clients.
• Foster a diverse and inclusive learning and working environment.
• Provide strategic leadership, vision, management and accountability for selection and deployment of institutional technology systems and hardware.
• Stay current with emerging technologies including AI and keep the university as close to state-of-the-art as feasible.
• Represent Learning and Information Technology (LIT) on campus, regional, and systemwide committees, meetings, and initiatives.
• Support divisional leadership initiatives and perform other duties as assigned by the CIO.

IT Service Management (ITSM) Strategy and Governance

• Establish and lead the strategic vision, governance framework, and continuous improvement roadmap for the ITSM platform and service management practices across the department.
• Provide leadership and supervision for ITSM platform administration, guiding platform configuration, automation, and capability expansion to support evolving service delivery needs.
• Oversee the development and management of the IT service catalog and service request workflows to ensure consistent, scalable service delivery and strong self-service capabilities.
• Provide strategic ownership and governance of the LIT knowledge base, including oversight of content lifecycle, quality standards, and user access; drive adoption and continuous improvement through training, communication, and performance monitoring; ensure timely review and updating of articles, approve content changes, respond to contributor needs, and incorporate user feedback to enhance accuracy, usability, and value across the University.
• Serve as the senior escalation point for complex service management and ITSM platform issues while ensuring effective processes for incident, request, and service delivery management.
• Partner with LIT leadership and operational teams to deliver reporting, dashboards, and analytics that provide actionable insights into service performance and organizational needs.

Key Job Responsibilities:

• May develop and audit the unit budget and/or financials

• Exercises supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2.0 full-time equivalent (FTE) employees

• Develops operating policies and procedures to comply with regulations, institutional policies, and unit objectives

• Directs strategic information technology planning initiatives and establishes objectives for IT functional department(s), unit(s), or program(s) to ensure appropriate use of financial, administrative, staffing resources in alignment with the strategic plan

• May perform manager functions

• Frequently assists the division's IT director in advising institutional or divisional leadership on information technology operations and business models

• Serves as a liaison representing the interests of the unit to internal and external stakeholders

Department:

Client Technology Services (CTS) serves as the primary contact point for Learning and Information Technology (LIT) services, providing both online and in-person technical support and consultation. CTS is committed to connecting students, staff, and faculty with resources, tools, and guidance essential for fulfilling their technological needs. CTS also oversees the eStout Laptop Program, which equips students with the necessary hardware, software, and support services to ensure our digital environment aligns with their academic success. CTS also takes pride in hosting the Student Technological Assistance and Resources (STAR) team: this independently managed student group plays a vital role in sustaining campus and eStout technology by providing an expansive range of invaluable support services.

Compensation:

Competitive salary commensurate with the qualifications and experience.

The salary range for this position at UW-Stout is $75,000-$87,000. The Universities of Wisconsin provides an excellent benefits package, including participation in the Wisconsin State retirement plan, demonstrating our commitment to the diverse needs of our employees.

Required Qualifications:

• Associate degree or equivalent experience.

• 2 years' experience with management and supervision.

• Experience troubleshooting client technology issues.

• Demonstrated knowledge of endpoint technologies including Mac and Windows devices.

• Demonstrated excellent customer service skills when working with internal and external stakeholders.

• Demonstrated strong interpersonal and communication skills.

• Strong analytical and problem-solving skills.

• Fundamental knowledge of Artificial Intelligence (AI) concepts and the ability to evaluate and apply AI-enabled tools across the institution.

Preferred Qualifications:

• Bachelor's degree by the start of employment.

• K12 or higher-ed experience.

• Service Management experience e.g., ITIL.

• Experience managing or serving as a senior member of an Information Technology Help/Service Desk.

• Experience with performance management and leadership techniques.

• Demonstrated excellent organizational skills.

• Ability to communicate and collaborate with people of varying levels of technical skills.

• Experience developing, delivering, and updating user documentation and training materials.

• Ability to use metrics to provide realistic resource requirements and create measurable objectives.

• Ability to prioritize multiple requests for services from a broad constituent base.

• Experience with vendor relationships, procurement, and asset management.

How to Apply:

Complete applications received by end of day, April 17, 2026 are ensured full consideration. Applications submitted after this time may be reviewed at the discretion of the search committee.

• To apply, click on the APPLY button or go to: https://www.uwstout.edu/about-us/careers-jobs

Required application materials:

Cover letter (* See below)

Resume

*Please use your cover letter to speak to each of the Required Qualifications for this position as listed above. For each required qualification, describe your relevant experience, using specific examples from your work history to illustrate how your experience satisfies the requirement.

Applicants must complete all required fields and attach all required documents prior to submitting the online application.

Official transcripts may be required prior to an offer being extended.

Note: Once you have attached your materials and submitted your application, you will not be able to go into the system and change them.

Before starting the online application process, we recommend you preview the frequently asked questions (FAQs) available at: https://kb.uwss.wisconsin.edu/21900.

Contact Information:

For questions regarding this position or recruitment, please contact:

Search Chair: Caitlyn Mohr



If you need assistance with the online application process or if you submitted your application prior to uploading the required application materials, please contact:

Search Coordinator: Lori Bergeron Sweitzer

Email: [email protected]

Guidelines to ensure consideration:

• Applicants must complete all required fields and attach all required application materials.

• Within your cover letter address each of the Minimum/Required Qualifications specified for this position. For each required qualification, describe your relevant experience, using specific examples from your work history to illustrate how your experience satisfies the requirement.