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Director of IT User Engagement

Georgia Southern University
Georgia, United States
Salary Not specified
Posted date
Oct 22, 2021

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Position Type
Faculty Positions, Business & Management, Other Business & Management
Employment Level
Employment Type
Full Time
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Director of IT User Engagement

Job ID: 235330
Location: Statesboro, Georgia
Full/Part Time: Full Time
Regular/Temporary: Regular

About Us
Join Our Team at Georgia Southern!

Georgia Southern is a dynamic university with three vibrant campuses in Hinesville, Savannah and Statesboro serving the communities in Southeast Georgia. As a Carnegie Doctoral/R2 institution, our world-class scholars instruct about 26,000 students in associate, bachelors, masters and doctoral level degree programs. Whether you are seeking the charm of a small town, the traditions of a historical/urban destination near the beach or supporting our military service members and their families, Georgia Southern offers its faculty and staff the best of all worlds!

Beyond an ideal location, there is a place for you to work in an exciting environment abounding with opportunities for personal and professional growth. We are steeped in tradition and devoted to academic distinction in teaching, scholarship and service. In 2018 Forbes Magazine listed Georgia Southern, along with 10 other Georgia companies or institutions, as one of America's Best Midsize Employers. Georgia Southern University is passionate about serving our region while preparing our students to be lifelong scholars, leaders, and responsible stewards of their communities and the world.

Department Information
0627200 - IT User Engagement

Job Summary
Serve as a key member of the IT Executive Leadership team charting strategic direction to ensure that all technology services are being delivered at levels necessary to support business outcomes. Partner with all service managers and IT Directors to create and maintain a holistic view of Technology Service activities to ensure effective delivery, management, and improvement of services. Provide thought leadership for the University on Service Management.

  • Perform related duties as assigned to support the mission of the University
  • Direct continuous improvement activities to ensure maturity levels continue to be achieved
  • Champion continuous improvement initiatives
  • Partner with other IT Directors to develop, implement, monitor and improve customer-facing Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure alignment to business outcomes
  • Understand business priorities, rationalize demand and communicate priorities to ensure technology staff is working on highest value activities
  • Collaborate with IT Directors and stakeholders to build project portfolios for the Division
  • Organize and negotiate resource allocation for projects and operational work for individual areas rolling up to IT User Engagement
  • Manage business partner expectations around delivery
  • Align and map IT policies to service architectures
  • Work with industry wide benchmarking services such to measure effectiveness nationally
  • Mentor team members and plan/implement staff development for IT User Engagement
  • Drive and contribute to vision, strategy, planning and rollout of IT Service Management capability
  • Report on services performance through Service Level Agreements (SLA), Key Performance Indicators (KPI) and metrics
  • Lead creation of strategic roadmaps
  • Implement, improve and manage multiple IT processes for IT User Engagement department, comprised of following units: University IT Service Desk, technology training, Business Analysts, IT Project Management Office and IT Assessment
  • Lead operational and strategic planning efforts for all areas within department
  • Organize and negotiate resource allocation for servicer and service management
  • Work to establish Customer First standard for IT User Engagement; create measures to hold all units accountable to delivery on expectations
  • Define and maintain overall Service Monitoring and Reporting schedule

Required Qualifications
Educational Requirements
  • Bachelor's Degree in Computer Science, MIS, Business or a related field

Required Experience
  • Five (5) or more years of related work experience in IT
  • Experience in vendor relationship, resource and project management, and financial and budget planning experience

Preferred Qualifications
Preferred Educational Qualifications
  • Master's Degree in Computer Science, MIS, Business or a related field

Preferred Experience
  • Ten (10) or more years of related work experience in IT Service delivery
  • Demonstrated supervisory experience in a fast-paced tech environment
  • Customer relationship management in a higher education environment

Proposed Salary
$79,100 - $85,514

Required Documents to Attach
  • Please provide three (3) professional references in the Required Documents to Attach section on your application.

Knowledge, Skills, & Abilities
  • Consistently exhibit engaging customer service
  • Navigate web access and e-mail with or without reasonable accommodation
  • Proven proficiency with computers including Microsoft Office, Google, and/or applications as required for specific position
  • Ability to multitask and use independent judgment
  • Ability to process map out an existing business process and identify areas for improvement
  • Ability to create/develop and implement programs, plans/goals, policy and procedure
  • Ability to meet deadlines, often under pressure
  • Creative in problem-solving
  • Strong commitment to privacy and protection of sensitive data

  • Adhere to University policies and procedures to meet Institutional goals and support the University's mission for student success
  • Familiarity with privacy and protection of sensitive data (i.e., FERPA, HIPAA)
  • Basic understanding of and familiarity with information technology and related trends and experience managing technology-related projects
  • An understanding of how to partner with key stakeholders internal and external to division of IT to drive business process improvement
  • Demonstrated knowledge of Divisional application servers and information systems
  • Knowledgeable about various hardware and software and integrated systems
  • Remain current on technology changes to respond quickly to customer issues
  • Extensive understanding on how to resolve client/server computing issue
  • Knowledge and experience in mitigating IT enterprise security risks
  • Knowledge of the role of technology as it relates to the impact of the business
  • Basic understanding of and familiarity with information technology and related trends

  • Demonstrate commitment to inclusiveness by working well with diverse populations
  • Use effective communication and human relations skills
  • Demonstrate appropriate organizational skills as required for specific position
  • Excellent project management skills, ability to lead and manage multiple time-sensitive projects under tight deadlines
  • Passionate, honest, positive, mission-driven, and self-directed
  • Demonstrated strong leadership skills
  • Manage competing demands and adapt to frequent changes
  • Articulate strategy and ideas to both technical and nontechnical audiences
  • Negotiate and work with vendors and consultants
  • Learn and adapt to new technologies and interpret to provide solutions for customer needs or issues
  • Proven experience in IT operations
  • Excellent team skills
  • Facilitate problem solving and develop strategy effectively, strong leadership and strategic planning skills
  • Demonstrated success in developing and maintaining effective relationships with superiors, peers, subordinates and members of the University community; and proven ability to develop and maintain effective relationships with customers

Apply Before Date
November 4, 2021

Contact Information
For more information or questions about a job posting, please contact the Department of Human Resources by phone at (912) 478-6947 or by e-mail at

For technical support, please call the Shared Services Center at (877) 251-2644 or

Conditions of Employment
  • Georgia Southern University is a Tobacco and Smoke-Free Community
  • Successful completion of background investigation and legal authorization to work in the US prior to employment
  • Must be able to perform duties and responsibilities with or without reasonable accommodation.

Offers of employment are contingent upon completion of background investigation including a criminal background check demonstrating your eligibility for employment with Georgia Southern University, as determined by Georgia Southern University in its sole discretion, confirmation of the 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 made expressly subject to the applicable federal and state laws, to the 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 Southern University provides equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, sexual orientation, gender identity or expression, national origin, religion, age, veteran status, political affiliation, or disability. Individuals in need of reasonable accommodations under the Americans with Disabilities Act to participate in the search process should notify Human Resources: (912) 478-6947.

Other Information
  • Must be able to perform duties and responsibilities with or without reasonable accommodation.
  • Work performed in general office setting
  • Work extends beyond normal 40-hour work week
  • Required to manage multiple complex projects simultaneously under pressure of deadlines and working in a fast-paced information technology environment

Background Check
Standard and Education

Other Information
Believing that diversity, equity, and inclusion contribute to excellence in the workplace and to the quality of the University's academic environment, Georgia Southern University is committed to recruiting and retaining diverse faculty and staff to support, promote, and serve a diverse student body and promote Inclusive Excellence. Candidates from historically underrepresented groups, whose work furthers the institution's Inclusive Excellence goals, and who bring to campus varied life experiences, perspectives and backgrounds are especially encouraged to apply.

To apply, visit

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