Division Director of IT Service Operations

Job 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

Other Job Requirements/Information

• 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. 
• This job may require on-call rotation and emergency after hours, weekends, and/or holidays.

Grade
The grade for this position is 205. Salary will be dependent on education and experience.
 
Effective 4/11/2023, this position is eligible for the Employee Referral Program.
 
Minimum Qualifications

• 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.  
 
Note: The class specifications listed on this website are not the official class specifications for Gwinnett County and are subject to change.

For more information about this department, please click here.