Director of Client Success

Director of Client Success


Letters & Science Information Technology (LSIT)

University of California, Santa Barbara


Coordinates a wide range of technical services to more than 40 departments and units in the College of Letters and Science. Responsible for the coordination of user services from LSIT Help Desk, Systems, Labs, Learning Management System (LMS), and Web Services, areas into a cohesive set of user facing services. Provides direct oversight for LSIT help desks, labs, classroom support and related staff. Serves as a technical consultant to L&S departments; consults with clients regarding technology requirements, improvements, and transformations. Coordinates communications efforts to users based on service changes. Receives assignments in the form of objectives with goals and the process by which to meet goals. Provides direction to staff according to established policies and management guidance. Administers policies that directly affect subordinate staff. Recommends changes to department policies and practices. Identifies risks and responds accordingly. Provides priority setting and workflow analysis. 


Requirements: Demonstrated experience troubleshooting client issues and comprehension of desktop/endpoint requirements in a large and complex networking and computing environment. Demonstrated leadership and experience supervising a group of skilled professional and technical staff in a user service environment. Experience applying strong interpersonal and communication skills in a service-focused environment. Demonstrated experience managing a high volume Information Technology help/service desk or equivalent experience as a senior member of a help/service desk team. Demonstrated experience with frequent and high volume triage and escalation of technical issues involving all areas of user support. Demonstrated experience effectively communicating with a wide variety of individuals with various levels of technical skills; including coordination of communication efforts across various technical groups. Demonstrated ability to project budget resources required to meet goals and/or technology road-map. Experience with developing, delivering, and updating user documentation and training materials. 


Salary: $75,175-$96,900/yr. 


Note: Fingerprint background check required. 


The University of California is an Equal Opportunity/Affirmative Action Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. 


Application Information:

For primary consideration apply online by 5/13/19, thereafter open until filled. 


Job #20190228