| Duties |
- IT Service Management (ITSM) Strategy, Governance, and Continuous Improvement - Provide strategic leadership and institutional ownership of the University’s IT Service Management (ITSM) program. This role is responsible for defining, governing, and continuously improving how IT services are designed, delivered, measured, and evolved across the institution. Establish and maintain a consistent ITSM framework encompassing Incident, Request, Problem, Change, Release, Knowledge, and Configuration Management, ensuring that services are delivered reliably, predictably, and in alignment with university priorities, risk posture, and user expectations. Serve as the authoritative leader for IT service delivery models, operational standards, and performance accountability.
- Service Desk & End-User Support Operations Oversight - Provide executive oversight and direction for all Service Desk and end-user support operations, ensuring consistent, high-quality technology support for faculty, staff, and students. This role establishes operational expectations and accountability for service delivery while delegating daily execution to supervisory staff. Act as the escalation authority for complex, high-impact, or campus-wide incidents and ensure that service disruptions are managed professionally, communicated effectively, and resolved efficiently.
- People Leadership, Workforce Management, and Capability Development - Lead, manage, and develop the professional and student workforce responsible for IT service delivery. Build and sustain a service-oriented culture that emphasizes accountability, communication, professionalism, and continuous learning. Ensure staff capabilities evolve alongside institutional needs, technology changes, and service expectations. Provide clear leadership direction while empowering managers and supervisors to execute effectively.
- Training Programs and Technology Knowledge Base Management - Direct the strategy, governance, and ongoing improvement of IT training programs and the institutional technology knowledge base. Ensure that faculty, staff, students, and IT personnel have access to accurate, current, and well-organized technology guidance that supports effective system use, improves service outcomes, and reduces reliance on direct support. Establish documentation and training as foundational components of service delivery and operational maturity.
- ITSM Platform Ownership, Data, and Reporting - Serve as the business owner for IT service management platforms and related operational tools. Ensure these systems are configured and governed to support institutional processes, reporting needs, audit readiness, and continuous improvement. Leverage service data and analytics to inform decision-making, increase transparency, and strengthen accountability across IT service delivery.
- Strategic Initiatives, Special Projects, and Institutional Alignment - Lead or contribute to strategic initiatives and special projects that improve IT service delivery, reduce operational risk, and support broader institutional goals. Participate in cross-functional planning and governance activities related to digital transformation, modernization, and operational resilience. Provide executive-level insight into service impacts and readiness considerations for major initiatives.
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