The Executive Director for IT User Experience & Engagement (ITEE) is a senior leadership role responsible for strategically managing services that directly impact users' experiences and user engagement, focusing on optimizing technology adoption, usability and overall satisfaction with IT services across the university. The Executive Director reports to the Vice President for Information Technology & CIO and leads the ITEE team. This role bridges the gap between IT operations and user needs by ensuring that technology solutions are intuitive, accessible and aligned with business goals.
The Executive Director is responsible for effectively collaborating with other senior IT leaders across the university to deliver a high-quality user experience for the Virginia Tech community, focused on reflection, evaluation, and continuous improvement. While division units have authority and responsibility for their services, systems, and processes, the Executive Director will ensure that appropriate scaffolding exists for quality assurance, assessment, IT compliance and reporting related to ITEE.
The Executive Director leads, manages and continuously improves user facing IT functions, including but not limited to help desk support (4Help), device support, the IT service catalog, the software service center, and the university-wide switchboard. The executive director will also lead the design and enhancement of the overall IT service experience, collaborating closely with both central and embedded technology teams across Virginia Tech. A primary focus of this position is to develop, implement and continuously assess a comprehensive IT services framework that aligns with the university’s strategic goals, enhances user satisfaction and drives operational efficiency across the IT service delivery system.
The executive director and team will work in partnership with other IT leaders across Virginia Tech to ensure seamless integration of IT services and resources, optimize services delivery, and foster positive, responsive relationships with university stakeholders who access IT tools and services.
The individual in this position must be capable of proposing, developing, and implementing visions for a substantially re-imagined user experience; of leading or accommodating related changes in the long- and short-term; and of understanding and communicating to internal and external audiences how advancements in user experience yield advantages to the division and the institution at large. The individual must be a team player who is able to focus the efforts of diverse interest groups to enable the university’s goals.