Ivy Tech

Director

• Strategically oversee and support all facets of IT operations and service delivery within the assigned service area, ensuring alignment with institutional goals.
• Provide expert technical consultation on technology services outside the scope of OIT, engaging IT support staff as needed to enhance service delivery.
• Collaborate proactively with campus leadership to strengthen IT service delivery; act as the primary liaison between campus leadership and OIT.
• Foster and sustain a culture of customer service excellence across all IT functions.
• Direct and enforce IT change control processes in alignment with college-wide protocols to ensure consistency and compliance.
• Administer the management of hardware and software assets following statewide policies and procedures.
• Recruit, lead, and develop high-performing IT support staff, ensuring team effectiveness and accountability.
• Actively participate in IT budgeting processes and oversee expenditures related to technology services to ensure responsible financial stewardship.
• Lead team-based projects to completion using best-practice project management methodologies, ensuring timely and successful outcomes.
• Build and maintain a collaborative, team-oriented environment; develop and manage project plans to support key initiatives.
• Provide day-to-day operational leadership in IT, working in partnership with the Executive Director of IT Operations to drive compliance with OIT statewide objectives.
• Direct, assign, track, and review IT Helpdesk requests and incidents to ensure timely resolution and adherence to defined Service Level Agreements (SLAs).
• Conduct quality reviews of individual Helpdesk tickets to verify accurate resolution, timely response, and respectful communication.
• Facilitate escalation of complex incidents to statewide teams or supervisors when issues fall beyond the scope of the IT Support Team.
• Provide strong, strategic leadership of IT teams to advance and uphold statewide OIT goals and compliance standards.
• Offer continuous leadership and coaching to all team members—both direct and indirect reports—to support professional development and team cohesion.
• Deliver technical expertise on services beyond OIT Shared Services, involving IT staff when appropriate to expand support capabilities.
• Serve on campus cabinets and boards, contributing IT leadership and strategic insight to institutional decision-making.
• Maintain close communication and collaboration with IT System Administrator(s) and IT Network Administrator(s) to meet local campus service requirements.
• Lead one or more statewide OIT teams, contributing to the advancement of shared services and institutional IT strategy.

IT Director