Director, IT Field Services & Infrastructure

Director, IT Field Services & Infrastructure, University Information Services - Georgetown University. 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.

Duties include but are not limited to:

• 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.

Work Interactions

• The Director, IT Field Services & Infrastructure reports to the Senior Director, Infrastructure Operations and serves as a critical bridge between central IT strategy and the daily technical needs of the University community. This position supervises seven IT SmartHands Engineers, providing mentorship, performance management, and technical escalation support. By ensuring robust field services, this role directly influences the productivity of faculty, staff, and students, thereby supporting Georgetown University's commitment to academic excellence and research innovation.

• 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.

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. You can learn more about benefits and eligibility on the Department of Human Resources website. You must create an Indeed account before continuing to the company website to apply

Georgetown University comprises two unique campuses in the nation's capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world., + This position has been designated as On-Campus. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University. Such review may necessitate a change to a position's mode of work designation. Complete details about Georgetown University's mode of work designations for staff positions can be found on the Department of Human Resources website: https://hr.georgetown.edu/mode-of-work-designation.