Long-time ITS employee John Kitchen ’97 stepped into the Interim Director of Client Success position several months ago. Good things followed immediately, so it didn’t take long for it to be clear that he was the right person for the job. Effective immediately, John Kitchen deletes the word “Interim” from the beginning of the title.
The director of client success position is responsible for leading a variety of crucial services at all three campuses: our help desks and student labs, the asset management program, desktop software, and technology training.
John Kitchen has deep experience in all of these areas. He has worked in ITS for a total of 18 years, and has been in charge of supporting law school IT needs since 2006. He’s a recognized leader in his field, currently serving as a vice president for the Philadelphia local chapter of HDI, a professional association for the technical support industry.
As part of John’s charge to deepen our focus on client advocacy, he promoted Jackie MacDonald ’12 to the newly created position of client success analyst. Jackie has worked in several different positions in ITS in her eight years at the University. Jackie is an in-house expert for Macs as well as the systems that manage our trouble resolution and asset management data. Most importantly, Jackie has always been a person who acts as a “voice of the client” in ITS processes, pointing out how we can improve our services for faculty, staff, and students.
The client success analysts—we will eventually have two at the Chester campus— focus more of their time on the parts of IT support that extend beyond the help desk. In addition to asset management, Jackie will spend a lot of her time supporting training and professional development efforts to make better use of our supported software. She was the driving force in our launch on Lynda.com last year, and one of the main reasons that over 825 Widener community members have already taken advantage of the technology learning platform.
If you or your department would like to discuss technology learning needs, contact Jackie to let her know of your interest.