Senior Director, Client Services

Senior Director, Client Services – Bentley University

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The Senior Director of Client Services leads a comprehensive client services strategy aligned with university and IT goals. This role fosters a collaborative, service‑oriented culture focused on responsiveness and user satisfaction, ensuring faculty, staff, and students receive high‑quality, innovative IT support that enhances teaching, learning, research, and administration. This position collaborates with stakeholders across the Bentley community.

• Develop and implement client services strategies aligned with the university’s mission and IT strategic plan.
• Lead transformation initiatives to modernize end‑user support, including automation, self‑service, and digital experience enhancements.
• Provide subject matter expertise in end‑user computing, support technologies, collaboration tools, automation, and identity and access management.
• Serve as business owner for Microsoft Office suite (including AI offerings), end‑user device purchasing/support, and identity/access management solutions.
• Oversee data capacity management and strategic direction for data footprint growth.
• Oversight of productivity software enterprise licensing, endpoint security/compliance, and NOC escalations.
• Develop training programs and support services for faculty, staff, and students.
• Foster a collaborative, service‑oriented culture focused on accountability and user satisfaction.
• Oversee implementation, support, and maintenance of client services systems and tools.
• Ensure service levels are met, taking corrective action and driving efficiency improvements as needed.
• Manage escalation procedures to ensure timely resolution of complex service requests.
• Serve as the primary liaison between IT Services and the campus community for support‑related issues.
• Manage team resources, projects, and budgets to support operational goals.
• Modernize asset management and lifecycle replacement process for client computing equipment and end‑point devices.
• Build and maintain relationships with external technology vendors.
• Define and implement key performance indicators (KPIs) and service quality measures.
• Ensure all support activities comply with university policies, cybersecurity standards, data privacy, and accessibility requirements.
• Participate in disaster recovery planning and incident response coordination.
• Direct and manage a large staff of professionals, including hiring, orientation, training, performance management, and fostering an inclusive work environment.
• Work across the community to translate technical services needs into systems requirements and identify feasible solutions.
• Collaborate with IT departments and university divisions to deliver client service solutions.

• Bachelor’s degree in Computer Science, Information Technology, or related field. Master’s degree preferred.
• 10+ years of experience in IT service management, desktop support, or client services, with at least 5 years in a senior leadership role.
• Proven track record of leading large‑scale IT operations and transformation initiatives.
• Strong knowledge of desktop technologies, service desk platforms (e.g., Service Now), collaboration tools, and endpoint management tools.
• Excellent leadership, communication, and stakeholder management skills.
• Strong personnel management, analytical, workflow analysis, and project management skills.
• Ability to manage a dynamic environment, handle time pressure, resource management, and shifting priorities.

• Ability to travel around campus for meetings and work‑related events.
• Typical office setting with extensive sitting and computer work.
• Designated as on‑campus in Waltham, Massachusetts, with occasional remote work allowed.

At Bentley we offer a “total rewards” package designed to attract, motivate, retain, and reward our employees. This includes competitive compensation, robust benefits, career development and opportunities, generous paid time off, workplace flexibility and a positive, engaging employee experience.

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