What are the responsibilities and job description for the Executive Director of Client Experience & IT Service Management - Statesboro, GA position at ActiveSoft, Inc?
Executive Director of Client Experience & IT Service Management
Statesboro, GA (Onsite Job & Provide Relocation Assistance)
Fulltime / Permanent Position
Position Summary
Georgia Southern University is seeking an experienced IT leader to oversee IT service delivery and enhance the technology experience for students, faculty, staff, and visitors across its campuses. This role leads a team of approximately 37 employees across service desk operations, enterprise application support, classroom and audiovisual technology, card services, and learning technology. The position drives IT service management, client satisfaction, service improvement, and the use of automation and AI to improve service efficiency.
Key Responsibilities
- Lead and continuously improve IT service delivery, service desk operations, and client support services.
- Establish and manage IT service standards, service catalogs, SLAs, incident management, request fulfillment, and knowledge management.
- Lead, mentor, and develop managers and support teams, fostering a culture of accountability and customer service.
- Monitor service performance, client satisfaction, and escalations to drive continuous improvement.
- Manage IT service management platforms, workflows, automation, and AI-enabled support solutions.
- Oversee budgets, vendor relationships, contracts, and business cases for technology investments.
- Collaborate with senior IT leadership and university stakeholders on technology initiatives, service improvements, and major system implementations.
- Ensure compliance with applicable accessibility standards, university policies, and regulations, including FERPA, HIPAA, PCI-DSS, and GLBA.
Required Qualifications
- Bachelor's degree from an accredited institution.
- At least 7 years of progressively responsible experience in IT service delivery, client support, or service management.
- At least 7 years of supervisory or management experience, including hiring, performance management, and staff development.
Preferred Qualifications
- Master's degree.
- Experience leading IT services in a higher education environment.
- ITIL Foundation certification or higher; HDI, KCS, or comparable credentials.
- Experience with ServiceNow, TeamDynamix, Jira Service Management, or similar ITSM platforms.
- Experience in service catalog management, SLA governance, customer experience improvement, and service desk operations.
- Experience implementing automation or AI in IT service delivery.
- Strong leadership, communication, analytical, budget management, and vendor management skills.
Additional Requirements
Ability to work occasional evenings and weekends during service disruptions or peak periods, with travel between the Statesboro, Armstrong, and Liberty campuses as required.