Director, IT Field Services & Infrastructure

About the role

The Director of IT Field Services & Infrastructure leads the delivery of on‑site technical support and hardware lifecycle management across Georgetown University's Hilltop and Capitol campuses. This senior position bridges central IT strategy with daily operational needs, ensuring faculty, staff, and students have reliable technology resources.

Key responsibilities

• Lead and develop a team of seven IT SmartHands Engineers across multiple campus locations.
• Oversee deployment, maintenance, and retirement of desktops, classroom equipment, and infrastructure hardware.
• Create and maintain Service Level Agreements (SLAs) for on‑site support.
• Collaborate with Network and Systems teams to meet hands‑on infrastructure requirements.
• Manage vendor relationships and procurement for field‑service equipment and supplies.
• Implement standardized workflows for hardware provisioning and asset management.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• 7–10 years of progressive experience in IT operations or field services.
• 3–5 years of supervisory or leadership experience.
• Proficiency with the ITIL framework (certification preferred) and project‑management methodologies.
• Extensive knowledge of enterprise hardware environments.

Required skills

• ITIL framework
• Project management methodologies
• Enterprise hardware deployment and lifecycle management
• Vendor management
• Asset management and hardware provisioning