Director, IT Service Delivery and Infrastructure
University of Arizona College of Education
full-time
Posted on:
Location: Arizona, Ohio • 🇺🇸 United States
Visit company websiteJob 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