Senior Manager, End-User IT Services

VIRGINIA INSTITUTE OF MARINE SCIENCE; Gloucester Point (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

Virginia Institute of Marine Science is seeking an Assistant Director of Client Services to lead end-user IT services across the institute. The role oversees service desk operations, endpoint lifecycle, field support, and the design of the service catalog and request fulfillment to enable teaching, research, and administration.

The position emphasizes measurable improvements to service experience, alignment with institutional security and IT enterprise solutions, and reporting through KPIs and

Responsibilities

• Serve as the senior escalation point for complex, high-impact, or cross-functional service issues, providing coordination, clear communication, and timely resolution.
• Lead the ongoing development and maturation of operational practices, including service desk workflows, request and intake models, service catalog design, training course design, knowledge base management, and continuous improvement initiatives.
• Provide leadership for endpoint lifecycle practices across standard faculty and staff devices and specialized environments.
• Coordinate vendor quoting, contract activities, and procurement workflows for hardware, software, and related support services.

Job description

Virginia Institute of Marine Science is seeking an Assistant Director of Client Services to lead end-user IT services across the institute. The role oversees service desk operations, endpoint lifecycle, field support, and the design of the service catalog and request fulfillment to enable teaching, research, and administration.

The position emphasizes measurable improvements to service experience, alignment with institutional security and IT enterprise solutions, and reporting through KPIs and