Assistant Director for Client Support Operations

Georgia Gwinnett College • Lawrenceville, GA

47d

About The Position

The Assistant Director for Client Support Operations serves as a member of the Information Technology (IT) leadership team providing leadership for IT support operations, ensuring efficient resolution of technical issues, promoting adoption of supported IT services, and enhancing the overall user experience. The assistant director employs ITSM best practices to ensure requests for services are handled efficiently, incidents are managed and resolved within established guidelines, major incidents are responded to quickly, the client experience is at the forefront of all interactions and processes, and knowledge is shared. The position tracks and analyzes metrics to determine necessary process and service improvements while maintaining a focus on continuous improvement. The position recruits, trains, develops, and supervises a team of full-time support staff and student assistants. The assistant director ensures that the Help Desk functions as the single point of contact for IT services. The position stays abreast of ITSM best practices and collaborates with all parts of the IT organization to reduce the total cost of ownership, improve service, and enhance client satisfaction. Working outside standard business hours will be required on an as needed basis.

Requirements

• 4 Year / Bachelor's degree in a business-related field such as management, human resources, or information systems; computer science or related field such as information technology and instructional technology;
• 5 years of relevant experience
• 1 year of supervisory experience

Nice To Haves

• Experience working at Georgia Gwinnett College
• ITSM certifications
• Experience providing IT support for devices, services, and software via a service or help desk
• Experience using ITSM solutions such as Team Dynamics, ServiceNow, or SolarWinds to track incidents, service requests, and maintain knowledge base content
• Experience with Microsoft tools and features to support identity and access management
• Demonstrated experience gathering data and creating reports
• Demonstrated ability to communicate technical concepts in a non-technical manner via written format or presentation
• Demonstrated experience providing client service

Responsibilities

• Provide daily monitoring of incidents and requests to ensure quality and consistency of responses, adherence to service level agreements, and appropriate escalation paths to ensure timely resolution and client satisfaction using the supported ITSM solution. Collaborate with Tier 2 and Tier 3 IT support to ensure incidents and requests are resolved within guidelines. Advise Tier 2 and Tier 3 on opportunities for improving communication with clients.
• Recruit, train, develop, and supervise a team of full-time Help Desk staff and student assistants. Conduct all aspects of performance management. Ensure the Help Desk is staffed at appropriate levels and within budget.
• Identify and recommend process and service delivery improvements by tracking and analyzing data available via the supported ITSM solution. Evaluate and test processes to ensure they meet the needs of all clients: faculty, staff, and students. Engage in change management and project management discussions to advise IT leadership on improvements.
• Identify, escalate, and assist with communication and management of major incidents to resolution.
• Collaborate with IT colleagues to improve adoption of IT services through a variety of resources and activities including but not limited to service catalog content, knowledge base articles, and events such as new student or new employee orientations.
• Collaborate with stakeholders to develop processes and support for routine and non-routine onboarding and offboarding of employees as well as changes to positions and responsibilities following established policy ensuring that access and privileges to IT systems and data are managed appropriately.
• Collaborate with IT colleagues on device deployment and loan processes to ensure an efficient and client focused experience.
• Assist with the implementation of the University System of Georgia (USG) Information Technology (IT) handbook and all relevant policies, regulations, and laws. Serve as a resource for audits.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Educational Services
• Number of Employees: 501-1,000 employees