Executive Mgtmt Director-Exec Mgt

Working/Functional Title

Executive Director of Campus IT Experience

Position Summary

Michigan State University (MSU) Information Technology Services (ITS) is seeking a dynamic and strategic leader to serve as Executive Director of Campus IT Experience. This role provides executive leadership for MSU’s campus partner–facing IT services, ensuring the delivery of high-impact, reliable, and innovative technology experiences that support MSU’s mission of teaching, research, and outreach. 

The Executive Director leads multiple enterprise service teams and is responsible for shaping service strategy, operational excellence, workforce engagement, and continuous improvement across campus-facing IT services. Serving as a principal advisor to the Chief Information Officer (CIO) and university leadership, this position plays a critical role in defining the future state of MSU’s IT service models and campus partner experience. 

Areas of Responsibility 

Campus IT Experience (CIE) teams are responsible for shaping exceptional Spartan experiences by delivering strategic, responsive, and customer-focused IT services to our students, faculty, researchers, support staff, and campus guests. These teams serve as trusted partners across the university, advancing technology solutions that enable institutional success and enhance the overall campus experience. As the provider of various impactful front-line services for our campus community, CIE drives business value through the support of practical information technologies for research, education, and outreach. The team is focused on developing a service support model capable of expanding beyond central IT, adopting best-in-class practices in IT service management, and advancing organizational excellence by strengthening core capabilities and developing a skilled workforce, strengthening core capabilities in skilled people, efficient processes, and effective tools.  

The Executive Director of Campus Experience leads the following functional areas: 

• Service Management Office (SMO): Including Major Incident Management (MIM), Enterprise Change Management, Asset Management, and Service Level Agreement (SLA) Management. 

• IT Service Desk: Including technical support for students, faculty, support staff, retirees, alumni, and campus guests.

• Learning Space, Audio Visual Technology and Digital Classroom Support: Including central technical support of equipment and instructors within university classrooms and large conference room spaces.

• MSU ID Office: Including both physical and logical ID assignments.

• MSU Technology Store and Software Distribution Center: Providing the Spartan community with convenient access to computers, software, technology accessories, educational discounts, and expert IT support services both in person and online. 

• Workstation Support: Including workstation management, deployment, inventory, and equipment refreshes. 

• IT Resource Center: This new service area within MSU IT will serve as the primary point of access for students, faculty, staff, researchers, and alumni seeking technology services and support. Services will include centralized intake, a redesigned user-focused service catalog, and resource coordination. As a key point of engagement for campus technology needs, the IT Resource Center will enhance stewardship, improve operational efficiency, and provide a more seamless and consistent technology experience across the university.

Key Responsibilities 

• Provide strategic leadership and governance for enterprise campus partner–focused IT services. 

• Develop and execute long-range service strategies aligned with MSU and ITS goals. 

• Develop and implement a strategy and service model for a new IT Resource Center by partnering closely with the IT ACIO portfolio management team, Enterprise Services, and MSU Procurement to implement and operate a campus-facing IT Resource Center. 

• Serve as a representative on IT Governance to advocate for the service catalog in participation with and support of university IT governance. 

• Develop monitoring functions to ensure Service Level Agreements are being met across standard service offerings. 

• Co-executive owner of the MSU IT Service Catalog with the Assistant CIO.

• Lead and mentor managers to ensure teams are appropriately resourced, aligned, and equipped to deliver high-quality services. 

• Champion continuous improvement, innovation, and service excellence across all customer-facing IT services. 

• A member of MSU IT Executive Leadership Team (ELT), acts as a trusted advisor to the CIO, departmental leaders, and university stakeholders. 

• Build strong relationships across campus to define service needs, service level agreements, and future service delivery models. 

• Ensure fiscal stewardship and accountability for departmental budgets and enterprise initiatives. 

• Lead organizational change efforts related to service delivery, technology adoption, and workforce development. 

• Position MSU IT services to respond effectively to emerging trends in higher education and technology. 

Equal Employment Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.

Required Degree

Other

Minimum Requirements

• Bachelor’s degree in computer and information sciences, business management, marketing, or related fields; or an equivalent combination of education and experience.
• More than eight years of progressively responsible leadership experience in leading enterprise technology services.
• Demonstrated experience leading multiple, large, cross-functional teams or enterprise-scale initiatives.
• Multi-year experience collaborating with senior leaders and stakeholders in improving campus front-line user services such as workstation support, service desk, service management, audio-visual support, or identification services.
• Proven ability to align service delivery with institutional priorities, operational excellence, and an exceptional customer experience.
• Expert knowledge of current and emerging technologies and their strategic application to campus organizational needs.
• Experience building and leading service-oriented technology teams that deliver dependable, universally available, end-user services.
• This position requires onsite presence a minimum of 4 days per week (1 day remote) on the MSU campus located in East Lansing, Michigan.

Desired Qualifications

• Higher Education and Customer Service Leadership: Demonstrated experience within a higher education environment, with a strong understanding of front-line customer service operations and a proven commitment to delivering exceptional service experience to students, faculty, staff, and other stakeholders.
• Matrix Leadership and Cross-Functional Collaboration: Proven ability to lead and influence effectively within a complex, matrixed organization, building productive partnerships across departments, functional areas, and organizational levels to advance shared strategic and operational objectives.
• Service Management and Operational Excellence: Experience in service management, governance, and operational excellence, including the development and implementation of service standards, performance measures, accountability frameworks, and continuous improvement practices that drive organizational effectiveness and service quality.

 Skills for Success

• Demonstrates exceptional verbal, written, and interpersonal communication skills, with the ability to effectively engage and influence diverse audiences.
• Strategic thinker with a strong focus on execution, accountability, and measurable results.
• Collaborative leader with demonstrated expertise in change management, stakeholder engagement, and cross-functional alignment.
• Committed to driving employee engagement and cultivating a culture of belonging where individuals feel valued, connected, and empowered to succeed.

Required Application Materials

Resume and cover letter

Special Instructions

Three Professional References

Review of Applications Begins On

11/08/2026

Remote Work Statement

MSU strives to provide a flexible work environment and this position has been designated as remote-friendly. Remote-friendly means some or all of the duties can be performed remotely as mutually agreed upon.

Website

https://tech.msu.edu

Department Statement

MSU Information Technology provides the primary leadership for strategic, financial, and policy initiatives affecting information technology (IT) across MSU. MSU IT offers technology resources that support MSU’s mission of providing education, conducting research, and advancing engagement.

MSU Statement

Michigan State University has been advancing the common good with uncommon will for more than 160 years. One of the top research universities in the world, MSU pushes the boundaries of discovery and forges enduring partnerships to solve the most pressing global challenges while providing life-changing opportunities to a diverse and inclusive academic community through more than 200 programs of study in 17 degree-granting colleges.