IT Client Services Manager

Overview

Title : IT Client Services Manager

Division : Finance and Administration

Department : Information Technology

FLSA Status : Exempt

Salary Range : Annual Salary

EEO Job Group : 2 E2

The University of Southern Indiana (USI) invites applications for the position of IT Client Services Manager. This leadership role works directly with the Director of Technical Services to deliver IT services to the university community, including students, faculty, and staff. The manager leads a team of IT student workers and a full-time employee who provide technical support and consultation for various IT systems and applications, as well as managing day-to-day operations of the IT Service Desk. The manager collaborates with other IT managers and stakeholders to ensure the alignment of IT services with the university's strategic goals and priorities. This role also includes oversight of IT ticketing software used to manage service requests and incident tracking.

Responsibilities

• Recruit, hire, train, and supervise 15–20 student workers who provide front-line IT support across multiple campus locations, ensuring consistent service standards and coverage.
• Act as the primary administrator for the TeamDynamix ticketing software, managing system configuration, workflows, and user access.
• Work with administrators to develop and implement service standards, policies, and procedures for IT client services.
• Monitor and report on the quality and effectiveness of the IT support using metrics, feedback, and customer satisfaction surveys.
• Oversee incident management, request fulfillment, and service escalation processes.
• Coordinate and oversee the delivery of IT services to the university community.
• Serve as the primary liaison between the Service Desk and other IT teams to ensure timely resolution of technical issues.
• Identify and implement opportunities for service improvement and automation.
• Coordinate training and documentation for end-users and support staff.
• Manage scheduling, coverage planning, and resource allocation across multiple campus locations.
• Stay abreast of emerging technologies and best practices in IT service management and recommend improvements.
• Ensure compliance with university IT policies and security standards.
• Other duties as assigned.

Qualifications

Preferred Knowledge And Skills

Work Hours / Travel

About USI

The University of Southern Indiana is a public higher education institution located on a beautiful 1,400-acre campus in Evansville, IN. We offer employees exceptional benefits! Benefits for this position include :

For more information about the benefits that USI offers, please visit www.usi.edu / hr / benefits.

Application Process

Click "Apply Now!" near the top right of this page to complete an application and upload application materials to the attention of the Search Committee Chair. Application materials should include :

Search Committee Chair

If you have questions about the open position, please contact Mr. Michael Mikulski, search committee chair, at mjmikulski@usi.edu.

Best Consideration Date

For best consideration, please submit materials by September 26, 2025.

Pre-Employment Screening

A background check will be required for employment in this position.

Authorization to Work in the United States

USI will not sponsor an employment-related visa for this position.

Interview Accommodations

Persons with disabilities requiring accommodations in the application and interview process please contact the manager of Employment at mcweinzapf@usi.edu or (812) 464-1840. Contacting the manager of Employment is intended for use in seeking disability-related accommodations only. For general applicant inquiries, contact Human Resources at HumanRes@usi.edu or (812) 464-1815.

EEO Statement

USI is an Equal Opportunity Employer as to all protected groups, including protected veterans and individuals with disabilities

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