Assistant Director for Client Support Operations

Job Title:

Assistant Director for Client Support Operations

Location:

Georgia Gwinnett College
Regular/Temporary:
Regular
Full/Part Time:
Full-Time
Job

Since our founding in 2005, Georgia Gwinnett College (GGC) has been dedicated to providing an exceptional educational experience to our students. At GGC, we believe that our students' success is our success, and we are committed to creating a culture that supports and uplifts them throughout their academic journey.

As a member of our faculty or staff, you will become part of a dedicated and passionate community of educators and professionals. Together, we work towards a common goal of empowering our students to achieve their full potential, both academically and personally. We take pride in our student body, which represents a multitude of backgrounds, perspectives, and experiences. Whether you are involved in teaching or providing essential services, your contribution will make a significant impact on the lives of our students and the broader community.

In addition to our commitment to student success, we also value the well-being and professional growth of our employees. We offer a comprehensive benefits package, designed to support the needs of our faculty and staff. From competitive compensation to health and wellness programs, and professional development opportunities to work-life balance initiatives, we strive to create an environment where everyone can thrive and feel valued.

Located in the thriving community of Gwinnett County, GGC offers a rich cultural and social landscape that enhances the overall college experience. Our backdrop is a beautiful, modern 260-acre campus located just 30 miles northeast of downtown Atlanta. Our students and employees benefit from the close proximity to various local amenities, including shopping, dining, entertainment, and outdoor recreational opportunities. This vibrant community serves as an extension of our campus, providing a stimulating environment for personal and professional growth.

Join GGC and become part of a dynamic team that plays a pivotal role in shaping the lives and celebrating the achievements of our students. Together, let's make a positive impact and empower the next generation of leaders.

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.

• 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, elevate, 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…