Director, IT Service Delivery

Purdue for Life Foundation; West Lafayette (IN); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

10 paid holidays per year

Accrue up to 22 vacation days a year

10% employer contribution to retirement plan

Tuition discounts at Purdue University

Job summary

The Purdue for Life Foundation is seeking a Management 3 leader for their IT Service Desk operations in West Lafayette, Indiana. This role requires strategic leadership to enhance digital literacy, ensure operational performance, and manage a dedicated team focused on exceptional service delivery. Ideal candidates will possess a Bachelor's degree and have a minimum of 5 years of experience in IT project leadership, preferably in higher education. The position includes benefits like paid holidays, retirement plans, and tuition discounts for family members.

Qualifications

• Strong background in enhancing digital literacy through training programs.
• Proven experience in leading high-performing teams focused on customer service.
• Significant experience managing service desk and desktop support operations.

Responsibilities

• Provide strategic leadership for the PFL Service Desk.
• Drive end-user enablement and technology adoption.
• Manage the desktop support team and service delivery frameworks.

Skills

Digital literacy training

Team leadership

Enterprise service delivery optimization

IT service management

O365 tools adoption

Relationship management

Analytics and service metrics utilization

Education

Bachelor's degree

Job description

Working for the Purdue For Life Foundation offers a unique opportunity to be part of an organization dedicated to empowering Purdue University alumni and fostering a lifelong connection to the institution. By joining our team, you'll have the chance to contribute to a mission that supports educational initiatives, scholarships, and programs that positively impact the lives of Purdue students and graduates. The Foundation's commitment to education and community engagement provides a fulfilling work environment where you can make a meaningful difference in the lives of individuals and the broader community. Additionally, you'll have access to a network of passionate colleagues and the resources needed to drive positive change, making the Purdue For Life Foundation an inspiring and rewarding place to build your career.

Responsibilities

• Provide strategic leadership for the PFL Service Desk, overseeing intake workflows, incident and request management processes, service levels, and operational performance metrics to ensure a consistently high‑quality end‑user experience.
• Drive end‑user enablement and adoption of PFL technologies through training programs and communication channels, serving as a relationship owner of IT to the business.
• Direct and support the development and delivery of technology training programs and user‑facing documentation to enhance digital literacy and maximize organizational value from technology investments.
• Collaborate closely with leadership, department heads, and stakeholders to understand business needs and align service delivery capabilities with organizational goals.
• Oversee and strengthen IT desktop/network partnerships across campus, including Purdue IT and PRF IT, to maintain effective SLAs, promote operational alignment, and ensure timely delivery of shared services on behalf of PFL.
• Manage and develop the desktop support team, including employee IT onboarding, orientation, and offboarding processes.
• Establish and maintain service delivery frameworks, including ITSM processes (incident, request, knowledge, change, asset, and configuration management).
• Lead the implementation, governance, and continuous improvement of the enterprise IT knowledgebase to drive self‑service adoption and reduce service demand.
• Own hardware lifecycle management, procurement standards, asset inventory accuracy and vendor contract management.
• Foster a culture of continuous improvement, high performance, and customer centricity.

Required Skills, Knowledge and Abilities

• Committed to enhancing digital literacy through training programs, user documentation, and structured change‑enablement.
• Demonstrated ability to build and lead high‑performing teams focused on customer service, operational excellence, and innovation.
• Experience overseeing enterprise service delivery operations and optimizing end‑user technology services.
• Success managing service desk, desktop support, and end‑user computing environments with measurable improvements in service performance.
• Skilled in implementing and maturing ITSM practices, including incident, request, knowledge, change, and asset management.
• Experience driving adoption of O365 tools, Microsoft Copilot, collaboration platforms, and knowledge management systems.
• Strong relationship manager, who can partner across campus, with vendors and internal business leaders to maintain SLAs and ensure service alignment.
• Proficient in leveraging analytics and service metrics to guide strategic planning and continuous improvement.

Required Education, Experience and Benefits Summary

• Bachelor's degree required.
• Minimum 5 years experience working in information technology project leadership and/or personnel leadership required.
• Experience working in higher education and/or advancement preferred.

Job Level: Management 3

*Purdue For Life Foundation job levels and compensation ranges are independent of, and differ from, those of Purdue University.

Benefits Summary for eligible employees

• 10 paid holidays per year.
• Accrue up to 22 vacation days a year.
• Traditional pre‑tax 403(b) and Roth retirement plans available.
• 10% employer contribution to your retirement plan and immediate vesting.
• Health Savings Account—earn up to $700 annually towards medical expenses.
• Employer funded Preventative Dental and Vision insurance.
• Tuition discounts on eligible programs at Purdue University and Purdue Global for qualified employees, spouses, and dependents.