Director of IT User Services & IAM — Education

Lipscomb University; Nashville (TN); On-site; USD 110,000 - 150,000; Full time

Job summary

Lipscomb University in Nashville seeks a Director of User Services to lead its central IT user services and support operations, including the Help Desk, IAM, and enterprise software licensing. The role focuses on reliable campus technology and efficient service routing for faculty, staff, and students.

You will supervise the User Services team, shape SLAs, and collaborate with Cyber Security to enforce security controls and privacy policies while guiding front-line triage and knowledge

Qualifications

• 5+ years of IT experience in a small team environment.
• Hands-on Google Workspace administration required.
• Experience with higher education IAM/SIS workflows (e.g., Workday, Anthology, Banner, FACTS, PeopleSoft) preferred.
• Strong knowledge of IAM frameworks, directory services, and federated authentication (SAML, OAuth) in hybrid environments.
• Proven ITSM/ITIL leadership, ticket routing, and service desk metrics expertise.
• Excellent leadership and cross-departmental communication skills in academic settings.

Responsibilities

• Lead Google Workspace administration, domain settings, licenses, OUs, and mobile device management.
• Oversee Help Desk operations, SLAs, escalation protocols, and quality standards.
• Mentor support staff and drive a service-oriented culture.
• Analyze ticket trends and optimize workflows to maintain SLA standards.
• Ensure compliance with FERPA and institutional privacy policies in all user services.
• Collaborate with Cyber Security on security controls and policies.

Job description

Lipscomb University in Nashville seeks a Director of User Services to lead its central IT user services and support operations, including the Help Desk, IAM, and enterprise software licensing. The role focuses on reliable campus technology and efficient service routing for faculty, staff, and students.

You will supervise the User Services team, shape SLAs, and collaborate with Cyber Security to enforce security controls and privacy policies while guiding front-line triage and knowledge