Executive Director of IT Services

Job Description Embry-Riddle Aeronautical University is seeking a dynamic and forward-thinking Executive Director of IT Services to join the Information Technology department in Daytona Beach, Florida or in a teleworking arrangement. The Executive Director of IT Services provides strategic and operational leadership for the university’s IT support services, including first-level help desk support, desktop computing, AV systems, classroom technology, and tiers-two and three customer support. As a key liaison between IT and the university community, the Executive Director translates technical concepts into business terms to foster understanding and alignment. Collaboration with colleagues across IT to understand key initiatives, such as IT security, infrastructure, and related, is required. The executive director provides oversight for technology refresh cycles, desktop computing capacity planning, and establishing and maintaining service level agreements as well as other metrics in support of optimizing IT Services. They ensure AV and classroom technologies meet instructional and event needs while aligning with university standards and delivering a seamless user experience. The position is responsible for supporting IT Services activities of all campuseswhich includesDaytona Beach, FL; Prescott, AZ, and Worldwide (headquarters in Daytona Beach, FL). The executive director implementscomplimentary processes when appropriate in addition to accommodating unique campus-level needs. Regular travel to campus locations, including at least twice annually to Prescott, AZ, and up to quarterly to Daytona Beach, FL, is expected. The position ensures services meet the highest standards of quality, responsiveness, and reliability. Reporting to the Vice President and Chief Information Officer, the executive director is a member of information technology’s senior leadership team and contributes to the overall IT strategy, vision, and direction supporting the academic mission and direction of the university. Duties and responsibilities Provide strong, visible leadership for IT Services staff, fostering a collaborative, high-performing, and customer-focused culture.Empower and guide directors and managers to deliver excellent service, optimize team performance, and develop staff capabilities. Establish strategic priorities and oversee the planning, implementation, and continuous improvement of desktop, AV, classroom, and related technology solutions.Ensure these initiatives align with institutional goals, and enable directors to deliver projects and services effectively, on time, and within scope. Provide oversight of the university’s help desk vendor through direct reports, ensuring high service levels are maintained, issues are addressed promptly, root cause analyses are conducted, and potential escalations are anticipated and mitigated. Build and maintain strong relationships with faculty, staff, students, and leadership by listening to their needs, translating technical concepts into business terms, and aligning IT services to support academic and administrative priorities. Recommend and implement improvements to policies, standards, and procedures that enhance IT Services delivery. Manage vendor relationships, contracts, and budgets associated with IT Services, ensuring responsible fiscal management. Participate in committees, task forces, and meetings to represent IT Services and support university initiatives. Regularly visit campus locations to ensure consistent service delivery and strong relationships with local teams. Perks Await You at Embry-Riddle! Generous Time Off: Relax with 18 days of personal leave in your first year. Enjoy 9+ paid holidays, including the day after Thanksgiving and the week between Christmas Eve and New Year’s Day. Health Benefits: Experience comprehensive medical, dental, and vision coverage, along with wellness programs that include preventive care and fitness memberships. Our flexible spending and health savings accounts simplify managing healthcare costs. Join a workplace that prioritizes your health—because your journey to wellness should be rewarding! Buckle up for a healthier, happier you! Tuition Coverage: Get 100% tuition coverage for yourself for one undergraduate and one graduate degree, and discounted rates for your spouse and dependent children up to age 26. Retirement Contributions: ERAU contributes 6% of your base salary to your retirement plan and offers a 4% matching contribution – with no vesting period. Embry-Riddle Aeronautical University recognizes the value of diversity and is dedicated to fostering a positive climate in which all students, faculty, and staff are encouraged in their professional, social, and intellectual pursuits. Embry-Riddle is committed to providing equal employment opportunity and affirmative action for qualified individuals. The University does not tolerate discrimination on the basis of race, creed, color, religion, national origin, gender, sexual orientation, age, gender identity, genetic information, disability, protected veteran status, or any other status protected by federal, state, or local law. Qualifications B.S Computer Science, Business, Leadership, or related ITIL certification preferred Exceptional communication and interpersonal skills, with the ability to explain complex technical concepts in clear, business-friendly terms. Proven ability to build trust and positive relationships at all organizational levels and to serve as a trusted advisor to leadership. Skilled at identifying, managing, and preventing escalations while maintaining composure under pressure. Strong analytical, organizational, and decision-making skills, with a record of aligning technology services to institutional priorities. Demonstrated ability to lead and inspire high-performing, customer-focused teams in a dynamic environment. Extensive knowledge of help desk operations, service level agreements, request and incident management, and knowledge base best practices. Experience managing vendor relationships and multi-million-dollar budgets. Broad technical expertise across hardware, software, operating systems, and enterprise environments. Experience with higher education IT environments preferred. Commitment to IT’s core values: continuous improvement, accountability, teamwork, and resilience. Originally posted on Himalayas