Division Director of IT Service Operations

The Division Director of IT Service Operations will lead IT service management operations, including service desk, end-user support, and asset lifecycle management, ensuring reliable and customer-focused service delivery. This role drives process standardization, performance improvement, and operational efficiency while supporting critical services and organizational priorities. It also develops team capability, oversees resources and assets, and ensures compliance with policies, standards, and risk management practices. This position will report directly to the Deputy Director of Technology Operations.

Essential Duties

• 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

• 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.

Preferred Qualifications

• 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, For information related to position-specific essential duties, knowledge and skills, and physical requirements, please click here (https://www.governmentjobs.com/careers/gwinnett/classspecs/newprint/51636) ., To learn more about the Benefits offered at Gwinnett County, click here (https://www.gwinnettcounty.com/government/departments/human-resources/benefits) .

01

Have you completed a degree in business administration, public administration, or a related field?

• Have not completed a degree in the specified fields of study

• Completed associate degree in the specified fields of study

• Completed bachelor's degree in the specified fields of study

• Completed master's degree or higher in the specified fields of study

02

How many years of management experience do you have?, How many years of experience leading IT service management functions, including service desk and end-user support do you have?, Summarize your experience supporting IT services in a large, government, or mission-critical environment. If none, type N/A.

05

Describe your experience managing IT operational budgets and resources, including any responsibility for forecasting or cost optimization. If none, type N/A.

06

Describe your experience managing IT service performance metrics. If none, type N/A.

The grade for this position is 205. Salary will be dependent on education and experience., Our Benefits program is designed to support every aspect of our employees' lives, from physical and emotional to social and financial.

Along with their salary, employees receive a variety of comprehensive benefits as part of their total compensation.

On average, our employees' benefits are worth 48 percent of their base salary!

In other words, employees would spend nearly half of their pay to purchase these benefits on their own. For employees' medical premium alone, the County contributes an average of 91 percent of the cost!

Health

• Medical plans for active and retired employees

• Dental and vision plans

Gwinnett County Government is an award-winning employer that believes in investing in its employees by providing corporate level benefits, a wellness program, professional development opportunities, career advancement, and more Careers with impact Gwinnett County sets the standard as a dynamic, vibrant community where all people can enjoy economic opportunities, safe neighborhoods, plentiful greenspace, and recreational facilities. We are committed to hiring those who share our dedication to making life better for our residents and business owners. The culture of superior service that our employees have created reflects that standard and helps staff, residents, and stakeholders remain vibrantly connected. Exceptional benefits Working for Gwinnett County comes with exceptional benefits, including health coverage, a robust wellness program (Spouses can participate, too!), onsite employee wellness center, longevity pay, tuition reimbursement, and more. The value of Gwinnett County benefits can be up to 49 percent of an individual's total compensation. World-class community More than a million residents make up Gwinnett's diverse community. The County is located just 45 minutes from Hartsfield-Jackson Atlanta International Airport and 30 minutes from downtown Atlanta. Georgia Highway 316 reduces travel time to the University of Georgia to 25 minutes. Gwinnett County is an award-winning employer! + Atlanta's Healthiest Employer by Atlanta Business Chronicle + Green Communities Platinum Certification for Gwinnett County from the Atlanta Regional Commission + Top 100 Healthiest Workplaces in America by Springbuk and PR NewsWire and more! Vision Gwinnett is the preferred community where everyone thrives! Mission Gwinnett proudly supports our vibrantly connected community by delivering superior services. Values Integrity: We believe in being honest, building trust, and having strong moral principles. Accountability: We believe in stewardship, transparency, and sustainability. Equity: We believe in fairness and respect for all. Inclusivity: We believe in engaging, embracing, and unifying our communities. Innovation: We believe in continual adaptation of technology, process, and experience.