Director, IT Client Services

Pitt Community College; Charlotte (NC); On-site; USD 110,000 - 150,000; Full time

Job summary

Pitt Community College in Charlotte, NC seeks a Director of IT Client Services to lead the Client Services Technicians and Assistant Director of Technology Support, delivering reliable IT support to faculty, staff, and students.

Under limited supervision, you will develop IT policies, manage budgets, coordinate projects, and ensure security compliance while partnering with the CIO.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field is required.
• 5+ years of IT support or client services experience, with at least 2 years in a managerial role.
• Strong knowledge of Windows and macOS environments, Microsoft Office 365, and common IT tools.
• Excellent communication and interpersonal skills.
• Proven ability to lead and manage a team.
• Strong problem-solving and decision-making skills.

Responsibilities

• Manage and lead the staff of Client Services and Technology Support.
• Oversee the delivery of HelpDesk and all tiers of support for employees and students.
• Develop and maintain device lifecycle, budgeting, purchasing and replacement plans.
• Ensure timely troubleshooting and resolution of IT issues.
• Support campus events and AV equipment in collaboration spaces and classrooms.
• Coordinate with other IT department members to resolve issues and assign tickets.
• Develop and implement IT support policies and procedures.
• Monitor and analyze support metrics to improve service delivery.
• Provide strategic and operational support to the CIO.
• Assist in the planning and execution of IT projects and initiatives.
• Ensure compliance with IT security policies and best practices.
• Assist with management of physical security access systems and controls.

Skills

Leadership

Customer service

Communication

Windows/macOS

Office 365

ITIL familiarity

Vendor coordination

Education

Bachelor's degree in IT/CS or related field

Master's degree preferred

Job description

Under limited supervision, the Director of IT Client Services is responsible for overseeing the Client Services Technicians and the Assistant Director of Technology Support. This role ensures the effective delivery of IT support services to faculty, staff, and students. The Director of Client Services reports directly to the CIO and provides strategic and operational support to that position.

• Manage and lead the staff of Client Services and Technology Support
• Oversee the delivery of HelpDesk and all tiers of support for employees and students.
• Develop and maintain device lifecycle, budgeting, purchasing and replacement plans
• Ensure timely troubleshooting and resolution of IT issues.
• Support campus events and AV equipment in collaboration spaces and classrooms.
• Coordinate with other IT department members to resolve issues and assign tickets.
• Develop and implement IT support policies and procedures.
• Monitor and analyze support metrics to improve service delivery.
• Provide strategic and operational support to the CIO.
• Assist in the planning and execution of IT projects and initiatives.
• Ensure compliance with IT security policies and best practices.
• Assist with management of physical security access systems and controls.

Our Values:

At Pitt Community College, our culture is built on excellence, collaboration, innovation, accountability and a student-centered focus. We expect our employees to embrace the following cultural statements:

• Every role contributes to student success.
• We treat one another with respect and work together as one team.
• We embrace creativity, adaptability, and new ideas to stay relevant.
• We act with integrity, accountability, and responsible stewardship.
• We put students first, designing programs and services that help them thrive in college, career and life.

Minimum Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field
• 5+ years of experience in IT support or client services, with at least 2 years in a managerial role.

OR any equivalent combination of training and/or work experience that provides the required knowledge, skills and abilities may be considered.

• Strong knowledge of Windows and macOS environments, Microsoft Office 365, and common IT tools.
• Excellent communication and interpersonal skills.
• Proven ability to lead and manage a team.
• Strong problem-solving and decision-making skills.

Preferred Qualifications

• Master's degree in Information Technology, Computer Science, or related field.
• Experience in an educational or public sector environment.
• Familiarity with ITIL practices and helpdesk ticketing systems.
• Relevant certifications such as CompTIA A+, Network+, ITIL, or similar

Work Environment:

This position operates in a dynamic, customer-focused IT environment supporting a multi-building campus. Work is performed in an office setting as well as across campus locations including classrooms, labs, and administrative offices. The role requires frequent interaction with faculty, staff, students, and external vendors to ensure effective delivery of technology services. The environment may involve responding to high-priority technical issues, system outages, or service disruptions requiring timely and coordinated responses.

Physical Demands:

• Sit for extended periods while working on computers and analyzing data
• Stand, walk, and travel between campus locations regularly
• Lift, carry, or move equipment up to 30-50 pounds (e.g., computers, monitors, AV equipment)
• Install or assist with setup of IT equipment, which may involve bending, reaching, or working under desks
• Communicate effectively in person, virtually, and via telephone

Normal Working Hours:

Standard schedule, Monday - Friday; occasional flexibility based on department needs