Division Director of IT Service Operations

Division Director of IT Service Operations will lead IT service management operations, including service desk, end-user support, and asset lifecycle management. The role oversees daily operations to ensure reliable, efficient, and customer-focused IT support across the organization, drives process standardization, performance improvement, and operational efficiency, and ensures compliance with policies, standards, and risk management practices. This position reports directly to the Deputy Director of Technology Operations.

• Provide leadership and operational oversight for IT service management, service desk operations, end-user technology services, and IT asset lifecycle management.
• Oversee daily operations and service delivery to ensure reliable, efficient, and customer-focused IT support across the organization.
• Establish and maintain service management processes aligned with ITIL or similar frameworks to ensure consistent and effective service delivery.
• Oversee key IT service management processes including incident management, problem management, change management, and service request fulfillment.
• Establish service level objectives, monitor performance metrics, and drive continuous improvement in service delivery.
• Promote a customer‑focused service culture and improve end‑user satisfaction with IT services.
• Ensure reliable and responsive IT service delivery supporting critical county operations, including public safety departments such as police, fire, and emergency services.
• Oversee lifecycle management of end‑user devices including procurement, deployment, maintenance, refresh programs, and retirement.
• Ensure accurate asset tracking, inventory management, and warehouse operations for IT equipment.
• Lead initiatives to improve operational efficiency, service quality, and customer satisfaction.
• Support budgeting, resource allocation, and performance monitoring to meet financial and operational targets.
• Provide leadership in implementing organizational policies, standards, and best practices.
• Foster a culture of collaboration, innovation, and continuous improvement in IT service delivery.
• Represent the department in cross‑functional meetings, committees, and external engagements as required.
• Mentor and develop department leaders and staff to build organizational capacity and succession pipelines.
• Monitor compliance with relevant regulations, policies, and risk management practices.

• This job is a civilian position in either a public safety department or in Information Technology with close ties to public safety. Due to the sensitive nature of this position, a public safety background which may include motor vehicle & criminal histories, and fingerprinting is required.
• This job may require on‑call rotation and emergency after hours, weekends, and/or holidays.

Grade 205. Salary will be dependent on education and experience.

• Bachelor’s Degree in business administration, public administration, or related field AND
• Nine years of progressively responsible experience related to the area of assignment, including two years experience as a manager; an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above will also be considered.

• Master's degree in business administration or public administration, or related field AND
• Eight years of progressively responsible experience related to the area of assignment, including two years experience as a manager.

Gwinnett County is an Equal Opportunity Employer. We prohibit discrimination on the basis of genetic information, race, color, national origin, gender, sexual orientation, age, marital status, disability, military or veteran status, religion, or any other category protected by law. Reasonable accommodations for qualified individuals with disabilities may be requested. If you need an accommodation during the application, interview, or testing process, contact Human Resources at  or HREmploye