Assistant Director of IT Support Automation

  • Georgia Southern University
  • Statesboro, GA, USA
  • Nov 25, 2021
Full time Computer & Web Services, Info Technology

Job Description


Assistant Director of IT Support Automation

Job ID: 236613
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's, bachelor's, master's 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
0627100 IT Support Automation

Job Summary
Serve as key member of the IT Support Automation leadership team responsible for developing strategic direction to ensure that all technology services are being deliver at levels necessary to support business outcomes. Collaborates with IT Directors and Service Managers to develop a technical strategy that uses automation to streamline support related workflows in device management, identity management, line-of-business applications, field/desktop support, Audio Visual design, and cloud application services.


  • Perform related duties as assigned to support the mission of the University
  • Mentor team members and plan/implement staff development for IT Support Automation
  • Drive and contribute to vision, strategy, planning and rollout of IT Services capability
  • Report on services performance through Service Level Agreements (SLA), Key Performance Indicators (KPI) and metrics
  • Implement, improve, and manage multiple IT processes for IT Support Automation department, comprised of following units: all field support teams, audio visual, point of sale, accounts and cloud/on-prem applications
  • Analyze business systems to identify inefficiencies and problems and recommend solutions
  • Foster innovation
  • Organize and negotiate resource allocation for servicer and service management
  • Organize and lead a highly motivated technical team for scale and growth
  • Work closely with other teams to understand current and future requirements; suggest solutions and alternatives - Transform business processes in support automation department through technology
  • Direct continuous improvement activities to ensure maturity levels continue to be achieved
  • Champion continuous improvement initiatives
  • 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
  • Help translate incoming demand to required supply
  • Manage business partner expectations around endpoints and specific line of business applications
  • Align and map IT policies to service architectures
  • Routinely engage with external resources, peers, and partners to bring innovative, external best practice ideas to all areas of the IT Support Automation team

Required Qualifications
Educational Requirements

  • Bachelor's degree in IT, IS Business or related field

Required Experience

  • Five (5) or more years of related work experience in IT

Preferred Qualifications
Preferred Educational Qualifications

  • Master's degree in IT, IS, Business or related field

Preferred Experience

  • Seven (7) or more years of related work experience in IT
  • Supervisory experience in a fast-paced technology environment
  • Experience in vendor relationship, resource and project management and budget planning experience

Proposed Salary
$71,500 - $75,624

Required Documents to Attach

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

Knowledge, Skills, & Abilities

  • Consistently exhibit engaging customer service
  • Navigate web access and e-mail with or without reasonable accommodation
  • Ability to work well in a diverse environment
  • Negotiate and work with vendors and consultants
  • Proven proficiency with computers including Microsoft Office, Google, and/or applications as required for specific position Passionate, honest, positive, mission-driven, and self-directed
  • Ability to multitask
  • Ability to use independent judgment
  • Ability to create/develop and implement programs, plans/goals, policy and procedure
  • Ability to meet deadlines, often under pressure
  • Demonstrated ability to accept ownership and act with a sense of urgency


  • 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
  • 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 in administration in a higher education setting


  • Demonstrate commitment to inclusiveness by working well with diverse populations
  • Effective communication (verbal and written); organizational (time management and detail orientation); and human relations skills
  • Passionate, honest, positive, mission-driven, and self-directed
  • Demonstrate commitment to inclusiveness by working well with diverse populations
  • Excellent project management skills, ability to lead and manage multiple time-sensitive projects under tight deadlines
  • 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
  • Proven experience in IT operations
  • Excellent team skills
  • Creative in problem-solving
  • Facilitate problem solving and develop strategy effectively, strong leadership and strategic planning skills
  • Strong commitment to privacy and protection of sensitive data
  • 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
December 10, 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 opportunities to all employees and applicant 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 America 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 is generally performed in an office environment
  • May be required to sit for long periods of time
  • Work extends beyond the normal 40-hour work week including nights and weekends

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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Application Details

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