Job Details

Associate Vice President, Client Experience and Solutions
Go to our website »

Position Number: 5955303
Location: Kennesaw, GA
Position Type: Administrative Vice Presidents

Associate Vice President, Client Experience and Solutions

Job ID: 281151
Location: Kennesaw, Georgia
Full/Part Time: Full Time
Regular/Temporary: Regular

About Us

Are you ready to transform lives through academic excellence, innovative research, strong community partnerships and economic opportunity? Do you want to cultivate an inclusive environment that encourages free expression and civil discourse? Kennesaw State University is one of the 50 largest public institutions in the country. With growing enrollment and global reach, we continue to expand our institutional influence and prominence beyond the state of Georgia. We offer more than 190 undergraduate, graduate, and doctoral degrees to empower our 47,000 students to become thought leaders, lifelong learners, and informed global citizens. Our entrepreneurial spirit, high-impact research, and Division I athletics draw students from throughout the region and from more than 100 countries across the globe. Our university's vibrant culture, career opportunities, rich benefits, and values of respect, integrity, collaboration, inclusivity, and accountability make us an employer of choice. We are part of the University System of Georgia. We are searching for talented people to join Kennesaw State University in our vision. Come Take Flight at KSU!

Location

(Primary Location for Job Responsibilities) Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144.

Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.

Job Summary

Leads the strategic planning, development, and management of end-user services and support across the university. Ensures the delivery of exceptional customer experiences for students, faculty, staff, and leadership. Fosters a service-oriented culture, prioritizing responsiveness, efficiency, and innovation in IT service delivery to align with the university's mission and objectives.

Responsibilities

KEY RESPONSIBILITIES:
1. Develops and implements a client experience strategy that aligns with the university's goals and enhances satisfaction across all end-user groups
2. Leads and mentors IT engineering and support staff, fostering a service-oriented and innovative culture
3. Creates and executes strategies to improve IT service delivery and user satisfaction
4. Collaborates with the cybersecurity team to ensure robust security measures, including vulnerability assessments, incident response planning, and ongoing system monitoring to safeguard university data and assets
5. Oversees IT support services, including help desk operations, on-site support, and classroom technology services, ensuring timely resolution of end-user issues
6. Monitors and manages service desk operations, prioritizing ticket resolution based on severity and impact
7. Ensures the implementation of best practices and standardized procedures for service delivery and incident management
8. Oversees the lifecycle management of technology-related equipment, from procurement to disposal
9. Ensures accurate tracking, maintenance, and reporting of IT assets and inventory
10. Implements policies and procedures for secure and cost-effective management of technology resources
11. Develops and monitors key performance indicators (KPIs) to measure the efficiency and effectiveness of IT support services
12. Reviews service metrics and user feedback to identify areas for improvement
13. Establishes policies and initiatives to enhance service quality and operational efficiency
14. Proactively identifies and addresses recurring user issues, developing preventive measures and streamlined processes
15. Designs and delivers user training programs and self-help resources to empower users and reduce support dependency
16. Collaborates with academic and administrative units to understand their unique needs and tailor IT solutions accordingly
17. Serves as the primary liaison between UITS and university stakeholders to ensure alignment on IT support strategies
18. Communicates technical concepts effectively to non-technical stakeholders, fostering transparency and trust
19. Partners with academic, research, and administrative units to understand and support their IT needs
20. Ensures compliance with relevant laws, regulations, and university policies related to IT services and support
21. Establishes and enforces policies and standards for IT service management
22. Develops and manages budgets for client experience and solutions
23. Optimizes resource allocation to support service delivery and strategic initiatives

Required Qualifications

Educational Requirements
Master's degree in Computer Science, Information Technology, Management Information Systems (MIS), Business Administration, or other applicable field.

Required Experience
Ten (10) years of progressive IT experience in client services or operations management inclusive of progressive leadership and management experience. Proven track record of successfully leading large-scale IT projects and teams. Demonstrated success in managing IT support functions in a higher education or similarly complex environment.

Preferred Qualifications

Additional Preferred Qualifications
Information Technology Infrastructure Library (ITIL)
Project Management Professional (PMP)
Help Desk Institute (HDI) Support Center Manager Certification

Preferred Educational Qualifications
An advanced degree from an accredited institution of higher education in a related field

Knowledge, Skills, & Abilities

ABILITIES
Maintain a professional staff capable of meeting the current and future needs of the university
Proven ability to implement cost-effective solutions for IT service delivery
Collaborative approach to working with cross-functional teams and building consensus
Able to handle multiple tasks or projects at one time meeting assigned deadlines

KNOWLEDGE
Extensive experience in IT service management, end-user support, and incident resolution
Expertise in asset and inventory management, including lifecycle management of IT equipment
Familiarity with ITSM tools and frameworks such as ITIL
Exceptional leadership skills with the ability to inspire and motivate teams
In-depth understanding of best practices and trends in the higher education industry
Knowledge of compliance requirements and regulations relevant to IT services
Familiarity with project management methodologies such as Agile or PMP

SKILLS
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, and presentation skills
Advanced project management skills with the ability to manage multiple initiatives simultaneously
Strong strategic planning abilities with a focus on aligning IT support with organizational goals.
Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite)
Advanced project management skills with the ability to manage multiple initiatives simultaneously
Advanced analytical skills for assessing service performance and identifying opportunities for improvement
Strong attention to detail and follow up skills
Strong communication skills, both written and verbal, with the ability to engage stakeholders at all levels

USG Core Values

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

Equal Employment Opportunity

Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community.

For additional information on this policy, or to file a complaint under the provisions of this policy, students, employees, applicants for employment or admission or other third parties should contact the Office of Institutional Equity at English Building, Suite 225, eeo@kennesaw.edu

Other Information

This is a supervisory position.
This position has financial responsibilities.
This position will not be required to drive.
This role is considered a position of trust.
This position does not require a purchasing card (P-Card).
This position may travel 1% - 24% of the time
This position does not require security clearance.

Background Check

Standard Enhanced
Education

Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening
results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility.

All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials.

https://www.usg.edu/hr/assets/hr/hrap_manual/HRAP_Background_Investigation_Employment.pdf

To apply, visit https://careers.hprod.onehcm.usg.edu/psp/careers/CAREERS/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=43000&JobOpeningId=281151&PostingSeq=1