Capital University
  • Columbus, OH, USA
  • Full Time

Capital University offers a rich benefits package that includes medical, dental, vision, retirement, family education benefits, short-term and long-term disability, life and critical illness insurance and free parking.


The Director of Client Services position helps the Capital Information Technology department (CapIT) to focus on all client support related issues that include: oversight to ensure timely help desk service resolutions, hands-on support management for the implementation of any new IT initiatives, construction and daily maintenance of an IT Service catalog, operational leadership in providing an IT system status and notification service, the capturing of customer experiences to improve overall service delivery, and serving as an CapIT ambassador to the CapFam community for all IT-related issues.


Essential duties and responsibilities include:

  • Client Support Services: Primary responsibility will be to meet the operational demands of providing deeper IT support to CU's students, faculty and staff. CapIT needs a single client support services manager with the distinct focus on all IT-related customer service issues.
  • Systems Support Management: Possess a record of accomplishment, innovation and successful system implementation skills. Oversight to ensure timely help desk service resolutions, hands-on support management for the implementation of any new IT initiatives, construction and daily maintenance of an IT Service catalog. This includes applications such as Zoom (Video conference software).
  • Project Management: Must be an effective project and resource manager and be able to articulate project demands, recommend priorities to support groups and committees.
  • Management/Supervisory: Manages a team consisting of Desktop Support, Classroom A/V, and Help Desk Manager.

Required Qualifications:

  • Bachelor's degree from a college or university.
  • 3+ years of increasingly responsible technical experience with an IT customer support environment.
  • Experience working on customer service related issues (i.e., computer support, software support, etc.).
  • Varied and strong technical background that would include system implementations and support.
  • Organizational skills, ability to work with staff, faculty, and administration at all skill and management levels.
  • Excellent professional communication skills (verbal and written).
  • Commitment to diversity and to serving the needs of a diverse population.
  • Ability to handle sensitive information and maintain a high level of confidentiality.
  • Must be available to be available for 24x7 on-call support during emergencies or special events on campus. Must be willing to work outside University business hours to perform maintenance on systems.

Preferred Qualifications:

  • Higher education experience in a technical support role.
  • Proven track record as a leader.
  • Experience with direct client support issues.
  • Experience in providing technical support and application management.
  • Experience in designing systems upgrades that impact university clients.
  • Performance assessment and tuning activities.

Capital University requires all employees in all positions to be fully vaccinated for COVID-19 before the first day of employment. If hired, you will be required to provide proof of having the full COVID-19 vaccination OR file and be granted approval for a valid religious or medical exemption. If you have any concerns regarding compliance with this requirement, you will need to discuss your concerns with Capital University's HR Department after you receive an offer of employment. Capital University does not require applicants to discuss vaccination status prior to receipt of an offer of employment and complies with all applicable laws requiring reasonable accommodation.


Capital University is committed to increasing the diversity of the Capital community and curriculum. This commitment includes Capital's dedication to the development of faculty and staff who are committed to inclusive practices in teaching, learning, working and all other campus and community interactions. Candidates who can contribute to that goal are particularly encouraged to apply.


For more information on Capital University, visit our website at www.capital.edu.


Capital University offers a rich benefits package that includes medical, dental, vision, retirement, family education benefits, short-term and long-term disability, life insurance and free parking.


Capital University is an equal opportunity employer, and supports a diverse and inclusive campus community. Capital University does not discriminate on the basis of race, color, national or ethnic origin, sexual orientation, religion, sex, gender, age, disability, veteran status, or other characteristics protected by the law.

Capital University
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