Job Description

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.