Director of Campus Support Services & Service Delivery

University of Texas at Austin•Austin, TX

3d•Hybrid

About The Position

The Director of Campus Support Services & Service Delivery provides strategic and operational leadership for UT Austin's enterprise IT support delivery functions within Enterprise Technology's Engagement and Experience division. Reporting to the Associate Vice President for Engagement and Experience, this role is accountable for the quality, efficiency, and continuous improvement of Tier 1 and Tier 2 campus support services, as well as key components of IT service delivery metrics and reporting processes that underpin exceptional service delivery across Enterprise Technology. The Director ensures that campus-facing services are accessible, responsive, and aligned with the evolving needs of students, faculty, staff, and institutional stakeholders. This position fosters a culture of service excellence, data-driven decision-making, and proactive problem resolution while advancing UT Austin's commitment to outstanding user experience in all IT interactions.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
Minimum of 7 years of progressive professional experience in IT support services, service management, or a closely related area, including at least 3 years in a leadership or management role.
Demonstrated understanding and experience with ServiceNow ITSM and CSM functionality.
Demonstrated experience managing multi-tiered IT support operations (Tier 1 and/or Tier 2) in a large, complex organization.
Strong knowledge of ITIL IT service delivery framework and hands-on experience implementing or improving service management processes.
Proven ability to lead, develop, and inspire teams in a customer-focused, fast-paced environment.
Excellent verbal and written communication skills; ability to engage effectively with technical staff, end users, and senior institutional leaders.
Experience using ITSM platforms such as ServiceNow, Jira Service Management, or equivalent tools to manage service delivery and reporting.
Equivalent combination of relevant education and experience may be substituted as appropriate.
U.S. Citizen, resident, or officially recognized asylee - Applicant selected will be subject to government security investigation and must meet eligibility requirements for access to classified information at the level appropriate to the project requirements of the position.
Equivalent combination of relevant education and experience may be substituted as appropriate.

Nice To Haves

Master's degree in Information Technology, Business Administration, or related field.
ITIL 4 Foundation certification or higher; additional certifications such as HDI Support Center Director, PMP, or related credentials are a plus.
Experience in higher education IT or large public-sector organizations, with an understanding of the unique support needs of academic and research communities.
Familiarity with ServiceNow configuration, workflow automation, and reporting capabilities.
Demonstrated success driving organizational change, service transformation, or large-scale ITSM implementations.
Experience with contact center or service desk technologies, including telephony systems, chat platforms, and self-service portals.
Knowledge of accessibility standards and inclusive design principles as applied to technology support services.

Responsibilities

Provide strategic leadership and executive oversight for all Tier 1 and Tier 2 campus support operations, establishing the vision, priorities, and service delivery model for campus Enterprise Technology support.
Set clear performance standards and service-level expectations; oversee the modernization of metrics, dashboards, and reporting mechanisms to monitor and improve support quality and responsiveness.
Lead, mentor, and develop support staff across all tiers; promote professional growth, training, and a culture of accountability, inclusivity, and continuous improvement.
Ensure support services are accessible and effective for the university community, including students, faculty, researchers, retirees, and administrative staff.
Oversee and analyze escalation pathways between Tier 1 and Tier 2 teams and partner with other ET units to resolve complex technical issues efficiently through Tier 2 support channels.
Oversee Tier 1 and Tier 2 Major Incident response protocols; collaborating with service owners and service directors on frontline messaging and response.
Evaluate and implement emerging technologies, including AI-enabled support capabilities, self-service tools, automation, and virtual assistance platforms to improve service quality, operational efficiency, and user experience.
Define, monitor, and act on key performance indicators for service delivery — including first-contact resolution, time to resolution, abandonment rates, and customer satisfaction — escalating concerns and driving corrective action when targets are not met.
Champion a continuous improvement culture rooted in user feedback and delivery data; surface recurring pain points, diagnose root causes, and lead targeted initiatives that produce measurable improvements to the campus experience.
Streamline escalation pathways between Tier 1 and Tier 2 teams and partner with ET units to resolve complex issues efficiently, reducing friction and handoff delays for end users.
Collaborate with ET Division Leaders on strategies for ensuring consistent service delivery practices across the Enterprise Technology organization.
Ensure that service processes, workflows, and tools are designed around the needs of the person seeking help — balancing user experience with operational and compliance requirements.
Conduct regular reviews of support operations and service delivery practices to identify opportunities for automation, process optimization, and improved satisfaction; present findings and strategic recommendations to AVP and ET leadership.
Stay current with emerging trends in IT support delivery, ITSM frameworks, and higher education technology services, and apply relevant best practices to advance UT Austin's service maturity.
Develop and champion a forward-looking vision for on campus technology services that enhances the student academic experience, expands equitable access to digital tools and resources, and supports UT Austin efforts to be the frontrunner in AI adoption in higher education.
Provide strategic leadership for the long-term evolution of identity credential services, ensuring Digital ID capabilities align with university priorities, emerging technologies, security requirements, and customer experience objectives.
Lead the ID Center's strategic and operational role in UT Austin's transition to a Digital ID program — serving as the primary representative to the Digital ID Oversight Committee and institutional stakeholders, aligning program requirements with campus support capabilities, and maintaining service continuity throughout all phases of implementation and post-launch stabilization.
Drive the transformation of ID Center processes across credential issuance, user onboarding, access management, and troubleshooting workflows for both physical and digital formats.
Partner with the Digital ID Engagement Lead to execute a change management and communications plan that prepares students, faculty, and staff, for a “Digital First” approach.
Define and monitor post-implementation success metrics for the Digital ID program, including adoption rates, support volume trends, resolution times, and user satisfaction; report outcomes to E&E and ET leadership on a regular basis.
Maintain business continuity plans for critical support functions; ensure support operations can adapt rapidly to disruptions, including major incidents, high-demand periods, and institutional changes.
Ensure compliance with university policies, data privacy requirements, and applicable regulations in all support and service delivery activities.
Collaborate with AVP to develop and manage departmental operating budgets, staffing plans, vendor contracts, and resource allocation strategies to ensure efficient and sustainable service delivery.
Build and sustain collaborative relationships with academic colleges, administrative departments, and other ET divisions to understand evolving support needs and align service delivery accordingly.
Partner with the AVP for Engagement and Experience and other senior ET leaders to develop and execute a multi-year support services delivery strategy that scales with institutional growth and technology change.
Engage with vendors, managed service providers, and technology partners to optimize service contracts, tools, and support capabilities.
Perform other related functions as assigned.

Benefits

Competitive health benefits (Employee premiums covered at 100%, family premiums at 50%)
Vision, Dental, Life, and Disability insurance options
Paid vacation, sick leave, and holidays
Teachers Retirement System of Texas (a defined benefit retirement plan)
Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)
Flexible spending account options for medical and childcare expenses
Training and conference opportunities
Tuition assistance
Athletic ticket discounts
Access to UT Austin's libraries and museums
Free rides on all UT Shuttle and Capital metro buses with staff ID card