Assistant Director, IT Experience and Service Delivery

About the role

New York University Abu Dhabi (NYUAD) is appointing an Assistant Director, IT Experience and Service Delivery, reporting to the Director, IT Operations and Service Management. The role leads the delivery and continual improvement of the university's main end-user-facing technology service, covering client services, the IT Experience Center, event services, residential support and VIP support. It leads a blended team of service leads, managed services providers and external support providers, maintaining accountability for service quality.

Key responsibilities

• Lead the full portfolio of end-user technology services and set an integrated operating model, translating the Director's strategy into service standards, staffing models and performance expectations.
• Provide leadership, coaching and performance oversight for service leads and staff, and ensure managed services partners act as an extension of the organization.
• Run Client Services and the IT Experience Center as the primary Tier 1 on-campus support, covering workspaces, classrooms, meeting rooms and special spaces, with intake, triage, resolution, escalation and AV support.
• Maintain a tiered support model, escalation to the Global IT Service Desk, and monitor demand, resolution rates, user satisfaction and wait times to drive continuous improvement.
• Facilitate user onboarding, training and office hours, and represent the function in cross-functional IT planning.
• Oversee endpoint and end-user computing services, from provisioning and deployment through support, refresh and secure retirement, working with Infrastructure Services and Information Security.