Assistant Director for Client Support Operations

Assistant Director for Client Support Operations

About Us

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.

Job Summary

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.

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.

Required Qualifications

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

Preferred Qualifications

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

Proposed Salary

63,500 - 79,500

Salary offer will be dependent on candidate's experience and qualifications, internal equity considerations, budget availability, and salary administration guidelines.

Knowledge, Skills, & Abilities

Demonstrated ability to manage budgets.
Ability to apply problem solving and critical thinking skills to solve technical issues
Ability to act in a consulting role to guide end users to appropriate solutions and services
Ability to adapt to change and lead others to adopt change
Familiarity with Windows and Mac operating systems
Familiarity with Microsoft productivity and collaboration tools and features
Familiarity with web conferencing solutions such as Zoom or Microsoft Teams
Outstanding interpersonal skills and the ability to work effectively and efficiently with a wide range of individual, including faculty and staff, alumni, donors, students, and the community
Excellent verbal and written communication skills are required along with strong project management skills, and the ability to balance competing priorities, complex situations, and tight deadlines.

USG Core Values

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at .

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at .

Conditions of Employment

Hiring is contingent upon eligibility to work in the United States and proof of eligibility will be contemporaneously required upon acceptance of an employment offer. Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with Georgia Gwinnett College (GGC). Eligibility of employment is determined by GGC in its sole discretion, and includes but is not limited to confirmation of credentials and employment history reflected in your application materials; and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test.

Offers are subject to the applicable federal laws, state laws, statutes, rules and regulations of this institution, and to the bylaws and policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.

Equal Employment Opportunity

Georgia Gwinnett College is an equal employment, equal access, and equal opportunity employer. It is the policy of Georgia Gwinnett College to recruit, hire, train, and promote persons without regard to race, color, national or ethnic origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, ADEA, ADA, E.O. 11246, and Rev. Proc. 75-50).

For individuals requiring disability-related accommodations for participation in any event including the application, interview process, or to obtain print materials in an alternative format, please contact HR at (678) 407.5746 or email [email protected] .

Background Check

Position of Trust + Education

Other Information

Due to the volume of applications, applicants may not receive a reply from the College unless an applicant is selected for an interview. Review of applications will continue until positions are filled. Georgia is an open records state.

To apply, visit