Careers at Virginia Tech

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.

● A master’s in a related field or bachelor’s with significant experience
● A significant amount of progressively responsible experience in IT management, including experience in a senior leadership role overseeing user-facing services in a complex environment
● Strong understanding of user experience design principles and methodologies
● Proven experience in IT service management and the delivery of exceptional customer services
● Strong management skills and creative leadership abilities to manage a cross-functional team
● Expertise in customer experience (CX) user experience (UX) design and IT service management
● In-depth knowledge of IT service management frameworks, as well as best practices in IT support and service delivery.
● Strong diplomatic, interpersonal, and consultative skills
● Excellent communication and stakeholder management skills
● Knowledge of IT infrastructure, systems and applications
● Ability to capture, coordinate, and analyze data and user feedback to inform decision making
● Demonstrated ability to organize and manage resources to achieve goals and objectives
● Strong assessment and analytical skills
● A creative and innovative leader able to articulate an achievable vision
● Demonstrated ability to focus the efforts of several groups to achieve the Information Technology organization’s goals is critical, as is an understanding of the dynamics associated with higher education organizations

Regular

Commensurate upon experience

01/22/2025

The successful candidate will be required to have a criminal conviction check.

Please note: Sponsorship is not available for this position. 

About Virginia Tech

Dedicated to its motto, Ut Prosim (That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive community dedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight undergraduate colleges, a school of medicine, a veterinary medicine college, Graduate School, and Honors College. The university has a significant presence across Virginia, including the Innovation Campus in Northern Virginia; the Health Sciences and Technology Campus in Roanoke; sites in Newport News and Richmond; and numerous Extension offices and research centers. A leading global research institution, Virginia Tech conducts more than $500 million in research annually.

Virginia Tech endorses and encourages participation in professional development opportunities and university shared governance.  These valuable contributions to university shared governance provide important representation and perspective, along with opportunities for unique and impactful professional development.