Director of Campus Support Services & Service Delivery

Director of Campus Support Services & Service Delivery

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.

Responsibilities include:

• Campus Support Services Leadership
• Service Quality & User Experience
• Digital ID Program Implementation & Transition Leadership
• Operational Excellence & Resource Management
• Stakeholder Engagement

Required qualifications include:

• 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.

Preferred qualifications include:

• 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.

Salary range: $135,000+ depending on qualifications.

Working conditions may include working around standard office conditions, repetitive use of a keyboard at a workstation, and use of manual dexterity (ex: using a mouse).

Work shift: Monday Friday 8am-5pm; occasional nights or weekends may be required.

Required materials include:

• Resume/CV
• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest