Director IT Client Services

Universal Technical Institute; Phoenix (AZ); Remote; USD 135,000 - 155,000; Full time

Job summary

An established industry player is seeking a Director of IT Client Services to lead their IT strategy and operations. This pivotal role focuses on ensuring exceptional service delivery for both internal and external stakeholders while fostering a customer-centric culture. The ideal candidate will possess extensive experience in IT customer service management and a strong understanding of IT service management frameworks. Join a team dedicated to making a difference with over 55 years of industry experience and a commitment to excellence. If you're ready to make a significant impact in a collaborative environment, this opportunity is for you.

Benefits

FREE UTI or Concorde Tuition for you and your family

Medical/Dental/Vision/Life Insurance

401K

Paid Holidays

Paid Time Off

Paid Parental Leave

Pet Insurance

Remote work environment with 5-10% travel

Qualifications

• 7+ years in IT customer service and service desk management.
• Experience in leadership roles with strong ITSM framework knowledge.

Responsibilities

• Develop and implement IT customer service strategies aligned with goals.
• Optimize service management processes for improved efficiency.

Skills

IT Service Management Expertise

Analytical and Problem-Solving Skills

Communication and Interpersonal Skills

Education

Bachelor's degree in IT or Business Administration

Master's degree

Tools

ITIL Framework

Job description

Director IT Client Services

Job Locations: US-AZ-Phoenix Metro

ID: 2025-7925

Type: Regular Employee

Overview

The Director of IT Client Services is responsible for leading the strategy, operations, and performance of the IT client services functions. This role ensures exceptional service and support for internal and external stakeholders and promotes a customer-centric culture within the IT organization. The leader should have a comprehensive understanding of service desk best practices, IT service management, and continuous improvement.

What We Offer:

• $135,000 - $155,000 per year depending on experience
• FREE UTI or Concorde Tuition for you AND your Immediate Family
• Medical/Dental/Vision/Life Insurance/STD & LTD Insurance
• 401K, Paid Holidays, Paid Time Off
• Paid Parental Leave
• Pet Insurance
• Remote work environment with 5-10% travel

Responsibilities

Principal Accountabilities & Deliverables

Strategic Alignment and Service Optimization

• Develop and implement a comprehensive strategy for IT customer service aligned with organizational goals.
• Optimize IT service management processes (incident, problem, and change management) to improve quality and efficiency.
• Analyze workflows to identify areas for improvement and implement best practices.
• Leverage technology and automation to enhance service delivery.
• Present performance reports to executive leadership for transparency and alignment.

Customer-Centric Culture and Engagement

• Promote a customer-first mindset within the IT department.
• Monitor feedback and metrics to identify trends and areas for improvement.
• Develop training programs for service desk staff to maintain high support quality.
• Act as a liaison between IT and other departments to align services and foster collaboration.

Team Development and Performance Management

• Build and maintain a motivated, high-performing team.
• Implement training and performance management practices.
• Recognize and reward employee contributions.
• Oversee daily service desk operations ensuring timely incident resolution within budget and resource constraints.

Qualifications

Education / Experience

• Bachelor's degree in IT, Business Administration, or related field (required)
• Master's degree (preferred)
• At least 7 years of experience in IT customer service and service desk management, with 3+ years in a leadership role (required)
• Experience managing service desk operations and delivering support
• Certifications like ITIL Foundation, CHDM (preferred)

Skills

IT Service Management Expertise

• Strong understanding of ITSM frameworks (e.g., ITIL)
• Ability to implement ITSM processes for quality and efficiency
• Stay updated on industry trends and innovations
• Refine processes based on best practices and organizational needs

Analytical and Problem-Solving Skills

• Identify and resolve complex problems effectively
• Analyze trends and metrics for assessing initiatives
• Develop data-driven solutions
• Adjust strategies based on performance insights

Communication and Interpersonal Skills

• Foster strong communication and collaboration
• Present ideas clearly to stakeholders
• Practice active listening and conflict resolution
• Build strong relationships to promote a customer-first culture

About Us: With 55+ years of experience, trusted by 35+ industry-leading brands, and 16 campuses, Universal Technical Institute cares about making a difference in the lives of our employees and students. Join us in expanding our impact and be part of our legacy!