Director, IT Field Services & Infrastructure

About the role

The Director provides strategic leadership and operational oversight for the delivery of high-quality technical support and infrastructure maintenance across the Hilltop and Capitol campuses. This role ensures that the university’s physical IT presence—including hardware deployment, onsite troubleshooting, and local infrastructure health—aligns with the academic and administrative mission of the institution. The Director oversees the lifecycle of field-based technology and manages a team of specialized engineers to maintain seamless service continuity.

Responsibilities

• Leading and developing a team of seven IT SmartHands Engineers across multiple campus locations.
• Overseeing the deployment, maintenance, and retirement of desktop, classroom, and infrastructure hardware.
• Developing and maintaining Service Level Agreements (SLAs) for on-site technical support.
• Collaborating with Network and Systems teams to support physical infrastructure "hands-on" requirements.
• Managing vendor relationships and procurement for field service equipment and supplies.
• Implementing standardized workflows for hardware provisioning and asset management.

Requirements

• Minimum Education: Bachelor’s Degree in Information Technology, Computer Science, Business Administration, or a related field.
• Minimum Experience: 7–10 years of progressive experience in IT operations or field services, with at least 3–5 years in a supervisory or leadership capacity.
• Technical Qualifications: Proficiency in ITIL framework (Certification preferred), project management methodologies, and extensive knowledge of enterprise hardware environments (Windows/macOS, AV systems, and network cabling).
• Preferred Requirements: Master’s degree; experience in a Higher Education environment; PMP or CompTIA certifications.

Qualifications

• Minimum Education: Bachelor’s Degree in Information Technology, Computer Science, Business Administration, or a related field.
• Minimum Experience: 7–10 years of progressive experience in IT operations or field services, with at least 3–5 years in a supervisory or leadership capacity.
• Technical Qualifications: Proficiency in ITIL framework (Certification preferred), project management methodologies, and extensive knowledge of enterprise hardware environments (Windows/macOS, AV systems, and network cabling).
• Preferred Requirements: Master’s degree; experience in a Higher Education environment; PMP or CompTIA certifications.

Benefits

Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts, and an array of voluntary insurance options.