Director, Service Management - Information Technology Services

Location: Albany, NY Category: Professional Job Type: Full-time Posted On: Tue Apr 21 2026 Job Description:
Information Technology Services (ITS) at the University at Albany seeks applicants for Director of Service Management. The Director leads the strategy, operations, and continual improvement of service request fulfillment, incident management, and end-user support processes across ITS. This leadership role ensures that ITS delivers reliable, efficient, and customer-centered services through consistent, well-managed workflows, a comprehensive service catalog, and a high-performing Service Desk function. The Director serves as a central driver of operational excellence across ITS, ensuring that requests and incidents are routed properly, addressed promptly, and handled in a manner that fosters transparency and customer satisfaction. This position has the authority to create, develop, affect, and implement policy and is responsible for decision making and discretion in de...