Director of Campus Support Services & Service Delivery

Job Posting Title: Director of Campus Support Services & Service Delivery ---- Hiring Department: Enterprise Technology - Engagement and Experience ---- Position Open To: All Applicants ---- Weekly Scheduled Hours: 40 ---- FLSA Status: Exempt from FLSA ---- Earliest Start Date: Immediately ---- Position Duration: Expected to Continue ---- Location: AUSTIN, TX ---- Job Details: General Notes Flexible work arrangements, including remote work, are available for this position. Applicants must be located in the greater Austin area and must be able to travel to campus as needed for occasional in-person events, training, team meetings, activities, and related business needs. This position provides life/work balance with typically a 40-hour work week and travel limited to training (e.g., conferences/courses). Enterprise Technology is dedicated to supporting the mission of the University of Texas at Austin of unlocking potential and preparing future leaders of the state. Your skills will make a difference. You’ll be working for a university that is internationally recognized for research and the work you do will make a difference in the lives of our students, faculty and staff. If you’re the type of person that wants to know your work has meaning and impact, you’ll like working for our campus. The University of Texas at Austin and Enterprise Technology provide an outstanding benefits package to our staff. Those benefits include: 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 For more details, please see: https://hr.utexas.edu/prospective/benefits and https://hr.utexas.edu/current/services/my-total-rewards Must be authorized to work in the United States on a full-time basis for any employer without sponsorship. This position requires you to maintain internet service and a mobile phone with voice and data plans to be used when required for work. Purpose: 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: 1. Campus Support Services Leadership 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. 2. Service Quality & 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