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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Division Director of IT Service Operations - **Company:** GWINNETT COUNTY - **Location:** Gwinnett County, GA, United States - **Experience:** Starter - **Salary:** $113,326.0 - $152,988.0 - **Contract:** Permanent contract - **Skills:** Information Technology, Performance Monitor - **Published:** June 18, 2026 - **Apply:** https://www.juju.com/job/00000000g8t2o2 ## About the Role + 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. ## Description 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 ## Related Videos - [You’re a great coder? 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