University of Arizona College of Education

Director, IT Service Delivery and Infrastructure

University of Arizona College of Education

full-time

Posted on:

Origin:  • 🇺🇸 United States • Arizona, Ohio

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Job Level

Lead

About the role

  • Lead and inspire the Infrastructure team, creating a culture of service, accountability, and continuous improvement.
  • Mentor and develop team members, identifying strengths and unlocking hidden talent.
  • Promote strong communication and collaboration across IT and with academic and operational leadership.
  • Build strong, trusted relationships with faculty, staff, and campus leadership so that IT is seen as a reliable partner, and escalations are handled quickly and professionally when they arise.
  • Ensure the team provides exceptional customer service, resolving issues with business impact in mind.
  • Enhance the central support model to maximize remote resolution capabilities while developing strategies for hands-on support at campuses without local IT presence.
  • Partner with IT and non-IT teams on cross-department initiatives and new campus launches.
  • Own internal infrastructure initiatives such as server upgrades, PC refreshes, and network improvements, ensuring they are executed efficiently and on schedule.
  • Oversee the day-to-day operation of infrastructure services to ensure reliability and efficiency.
  • Implement scalable processes and automation for onboarding and offboarding, monitoring, and routine operational tasks.
  • Establish metrics, dashboards, and SLAs to drive team accountability and operational transparency.
  • Reduce escalations to the CIO by proactively managing performance and improving service delivery.
  • Identify opportunities to optimize processes and tools that support the rapid growth of 3 to 5 campuses per year.

Requirements

  • 7+ years in IT operations or infrastructure leadership with proven service delivery and team development experience.
  • Proven experience leading IT infrastructure or operations teams in a service-focused environment.
  • Strong leadership, communication, and relationship-building skills with both technical teams and business stakeholders.
  • Experience implementing metrics, dashboards, and accountability frameworks for IT performance.
  • Understanding of infrastructure fundamentals, including networks, servers, and end-user support, sufficient to lead teams and earn technical trust.
  • Track record of team development, process improvement, and service culture transformation.
  • Bachelor’s degree required