Assistant VP

The Assistant Vice President ( AVP) for IT Technology Experience & Innovation focuses on IT Operations, Service Management & Architecture to provide executive leadership for the delivery, reliability, and continuous improvement of the university's core IT services. Reporting to the Chief Information Officer ( CIO), this role is responsible for enterprise IT service management ( ITSM), customer support functions, IT enterprise architecture, and coordinate management of IT services across the institution.

The AVP serves as both a strategic leader and a hands-on technical executive, ensuring that IT services are aligned with academic, research, and administrative needs while maintaining operational excellence, fiscal responsibility, and a strong customer service culture within a public university environment.

Bachelor's degree in a related field of study with ten years of related professional work experience and 3 or more years of supervisory experience.

Knowledge, Skills & Abilities

To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.

A successful IT Service Management program combines strategic vision with disciplined execution, ensuring services are reliable, measurable, and aligned to business outcomes. This role will champion ITIL aligned practices while adapting them pragmatically to the organization's culture, using clear service ownership, well-defined processes, and actionable metrics to drive consistency and continuous improvement. By fostering a strong customer-centric mindset, empowering teams, and leveraging data from incidents, requests, and changes, the AVP will create transparency, build trust with stakeholders, and continuously elevate the quality and value of IT services delivered to the enterprise.
Specific duties include:

The AVP will manage and align the institution's academic, research, and administrative goals with a cohesive, secure, and scalable technology ecosystem. Disparate needs across colleges and areas of administration will need to be understood and accounted for when developing digital goals.
Specific duties include:

The AVP leads Help Desk and IT Support Services by setting clear expectations for timely, highquality, and customerfocused support while building a culture of accountability and service excellence. They oversee a tiered support model, strengthen firstcontact resolution and escalation paths, and ensure staff and student employees are well trained, supported, and empowered to resolve issues effectively. By monitoring service metrics, proactively managing incidents and peak demand periods, and continuously improving processes, they deliver consistent, reliable support that builds trust and provides a positive experience for faculty, staff, and students.
Specific duties include:

This position will champion Operational Leadership and Technical Engagement by providing hands on executive oversight of critical IT operations while remaining actively engaged in technical and service delivery decisions. They ensure strong coordination across infrastructure, applications, security, and service teams, maintaining operational readiness, resilience, and continuity during both steady state operations and major incidents. By balancing strategic direction with practical technical involvement, they promote consistent service delivery, drive continuous improvement, and ensure IT operations effectively support institutional priorities and long term goals.
Specific duties include:

Remote Work Eligibility Statement:
Hybrid Remote Work Available for Texas Residents

1) All employees serve as a representative of the University and are expected to display respect, civility, professional courtesy, consideration of others and discretion in all interactions with members of the UT Dallas community and the general public.

2) The University of Texas at Dallas is committed to providing an educational, living, and working environment that is welcoming, respectful, and inclusive of all members of the university community. UT Dallas does not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, national origin, disability, genetic information, or veteran status in its services, programs, activities, employment, and education, including in admission and enrollment. The University is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities. To request reasonable accommodation in the employment application and interview process, contact the ADA Coordinator . For inquiries regarding nondiscrimination policies, contact the Title IX Coordinator.