Director of User Services, Information Technology

The Director of User Services leads Lipscomb’s central IT user services and support operations, overseeing the Help Desk, Tier One support, Identity and Access Management (IAM), and enterprise-level software licensing. Serving as the primary Google Workspace for Education Administrator, this role ensures reliable technology services for faculty, staff, and students while maintaining front-line triage and efficient service routing across all institutional systems.

Key Responsibilities

Google Workspace for Education Administration

• Serve as the primary enterprise Google Workspace for Education administrator, managing domain settings, licenses, Organizational Units (OUs), delegated accounts, Google Groups, and mobile device management across student and employee domains.
• Manage Google Cloud Directory Sync (GCDS) with Active Directory for users, groups, and contacts.
• Evaluate and roll out new Google Workspace features, integrations, and third-party applications.
• Collaborate with the Lipscomb Cyber Security Team to maintain, configure, and enforce platform security controls, Data Loss Prevention (DLP) policies, and third-party app integrations in alignment with institutional risk management guidelines.
• Collaborate with the Lipscomb Tech Support Team on policy and permission changes for Google Chrome Device Management.

Help Desk Operations & Front-Line Support

• Direct daily operations of the Help Desk and User Support teams, establishing service level agreements (SLAs), escalation protocols, and quality standards.
• Mentor and evaluate support staff, fostering a service-oriented culture focused on user satisfaction and continuous improvement.
• Analyze ticketing trends to identify recurring technical issues, implement root-cause solutions, and optimize support workflows to maintain SLA standards.
• Guide the User Services Team in handling front-line support and ticket intake for all campus technologies, ensuring accurate triage and prompt routing to specialized teams.
• Lead the User Services Team in developing knowledge management protocols and standard operating procedures to maximize Tier 1 resolution during peak campus periods (e.g., start of term).

Identity & Access Management (IAM) & Compliance (Hybrid AD / Entra Environment)

• Provide strategic guidance to the IAM Administrator to orchestrate automated account provisioning, role transitions, role-based access controls, and de-provisioning tied to Student Information System (SIS) and HR lifecycle events.
• Provide oversight for Single Sign-On (SSO) and Multi-Factor Authentication (MFA) policy changes and enforcement.
• Partner with Lipscomb Cyber Security to conduct access audits, enforce least-privilege principles, and guarantee compliance with organizational security standards.
• Ensure all user support operations and access management practices strictly comply with FERPA standards and institutional privacy policies.

Qualifications & Core Competencies

• Experience: 5+ years of IT experience in a small team environment, managing support operations or IAM functions. Experience in an educational setting is preferred.
• Technical Expertise: Hands-on experience administering Google Workspace is required. Prior experience with higher ed IAM/ERP/SIS workflows (e.g., Workday, Anthology, Banner, FACTS, PeopleSoft) is strongly preferred. Knowledge or experience working with Varonis policy management with Google Drive will be beneficial.
• Identity Architecture: Solid understanding of IAM frameworks, directory services, and federated authentication systems (SAML, OAuth) in a hybrid Active Directory and Entra ID environment.
• Service Desk Leadership: Strong understanding of ITSM/ITIL frameworks, ticket routing logistics, and service desk metrics.
• Leadership & Soft Skills: Exceptional team leadership, vendor management, and cross-departmental communication skills, with a track record of navigating academic, administrative, and student environments.