University of South Carolina is hiring an Assistant VP of IT User Engagement & Experience. This role leads IT service delivery improvements by driving innovation, optimizing customer support, and aligning technology solutions with institutional goals. The Assistant VP manages cross-functional teams to enhance user experience, operational efficiency, and IT reliability across the university.
Highlights
Lead and supervise IT service management teams aligned with the division’s strategic initiatives.
Provide strategic direction for enterprise-wide digital solutions such as learning management systems.
Drive IT modernization, adopting a proactive service model focused on user experience and data-driven improvements.
Manage departmental budget and ensure compliance with financial and administrative policies.
Collaborate with university leadership to position IT as a strategic enabler of institutional goals.
Proficiency with ITSM platforms and tools like ServiceNow, TeamDynamics, and BMC is preferred.
Requires a bachelor’s degree and at least 10 years of related experience including management; a master’s degree and ITIL certification are highly desirable.
Experience leading large, diverse IT support teams in higher education is essential.
Starting salary is $169,987 with pay commensurate with qualifications.
Role involves oversight of IT service delivery impacting tens of thousands of students, faculty, and staff at USC’s flagship campus.
Assistant VP of IT User Engagement & Experience Full Description
Positions are advertised for a minimum of five (5) business days on our job website. After five (5) business days, positions can be closed at the discretion of the department at any time. This employment site is updated on a regular basis. The length of the recruitment and screening process may vary from position to position, depending upon a variety of factors. Should review of your qualifications result in a decision to pursue your candidacy, you will be contacted by phone or email.
We are only accepting applications submitted by July 31, 2025.
The University of South Carolina offers a valuable benefits package including but not limited to:
Health and Life Insurance
Retirement Programs
Paid Tuition
Dependent Scholarships
Annual Leave
Sick Leave
13 Paid Holidays (including an extended December holiday)
Paid Parental Leave
Professional Development Opportunities
Click here to learn more about why you should work at USC.
Posting Details
Posting Summary
Logo | Posting Number | STA00523PO25 Job Family | Information Technology Job Function | General IT USC Market Title | Assistant VP, IT User Engagement and Experience Link to USC Market Title | https://uscjobs.sc.edu/titles/189220 Job Level | E1 - Directors and Executives Business Title (Internal Title) | Assistant VP of IT User Engagement & Experience Campus | Columbia Work County | Richland College/Division | Division of Information Technology Department | IT Service Management State Pay Band | Unclassified Approved Starting Salary | $169,987 Advertised Salary Range | $169,987 - Salary commensurate with qualifications Location of Vacancy | Part/Full Time | Full Time Hours per Week | 37.5 Work Schedule | Standard working schedule: 8:30am – 5:00pm
Must be willing to work a flexible schedule to meet the needs of the unit. Basis | 12 months Job Search Category | Information Technology
About USC
About University of South Carolina | From the Upstate to the Lowcountry, the University of South Carolina system is transforming the lives of South Carolinians through the impact of our eight institutions and 20 locations throughout the state. More than 50,000 students are enrolled at one of eight institutions, including the research campus in Columbia and comprehensive four-year universities in Aiken, Upstate and Beaufort. In addition, our Palmetto College campuses in Salkehatchie, Union, Lancaster and Sumter enable students to earn associate or bachelor’s degrees through a combination of in-person, online or blended learning. All of our system institutions place strong emphasis on service — helping to build healthier, more educated communities in South Carolina and beyond.
Benefits for FTE Positions The University of South Carolina (USC), through the State of SC and Public Employee Benefit Authority (PEBA), offers employees a valuable benefits package, including health and life insurance, generous paid leave and retirement programs. To learn more about USC benefits, access the "Working at USC" section on the Applicant Portal at https://uscjobs.sc.edu. Research Grant or Time-limited positions may be eligible for all, some, or no benefits, based on the grant or project funding.
Position Description
Advertised Job Summary | Spend your days enjoying one of the most beautiful university campuses in America at the University of South Carolina, located in the vibrant capital city of one of the nation’s fastest-growing states. Join us in revolutionizing the Division of Information Technology as we transform our campus into a cutting-edge technological marvel! As a Gamecock, you will be part of a dynamic, fast-paced, and talented team, while making a significant impact on the technology that powers our university and creates a #1 ranked first-year experience for our students. Enjoy an urban setting while showcasing your expertise and contributing to the next chapter of our university’s remarkable story.
The Assistant Vice President of IT User Engagement & Experience is a strategic partner who elevates service delivery, drives innovation, and ensures technology works for the people it serves. With a focus on customer satisfaction, operational excellence, and data-informed improvements, this role leads high-impact teams to deliver seamless, reliable, and responsive IT support across the institution. Grounded in higher education expertise and a deep commitment to user success, the AVP ensures that IT is not just a utility – but a trusted, strategic enabler of institutional goals.
Serve as a senior leader for the Division of Information Technology at USC’s flagship campus. Provide leadership in enterprise-wide digital solutions. Drive innovation and strategic alignment to elevate IT leadership and impact. Does this sound like you?A visionary leader who can modernize IT service delivery. A strategic partner and change agent with a proven ability to lead large, cross-functional teams in higher education. An innovator with deep technical and leadership experience. Do you want to be a catalyst for transformation at South Carolina’s flagship campus? Can you lead with purpose in a role that directly shapes the digital experience for tens of thousands of students, faculty, and staff? Do you enjoy collaborating with forward-thinking leaders who value strategic vision, data-driven decisions, and a culture of continuous improvement? Apply today. Enjoy working in the heart of Columbia, SC, with easy access to vibrant city life, dining, and cultural events. Experience energetic leadership – thrive as a member of an innovative leadership team dedicated to transforming IT at USC, making your role impactful and exciting.
The AVP of IT User Engagement & Experience is an on-site role in downtown Columbia, SC. Job Related Minimum Required Education and Experience | Requires a bachelor’s degree in a job-related field and at least 10 years of job-related experience, including some prior management experience. Typically reports to an Associate VP or VP. Required Certification, Licensure/Other Credentials | Preferred Qualifications | Education: Bachelor’s degree in information technology, computer science, business administration, or a related field. Master’s degree (e.g., MBA, MS in IT). ITIL certification or other relevant IT service management certifications are highly desirable. Experience: 12+ years of experience in IT customer service, technical support, or related fields, with at least 7 years in a senior higher education leadership role. Proven track record of managing large, diverse IT support teams in a fast-paced environment. Experience in implementing IT service management (ITSM) frameworks and tools (e.g., ServiceNow, TeamDynamics, BMC). Knowledge/Skills/Abilities | Strong Leadership, Communication, and Interpersonal Skills – Ability to lead diverse teams, foster collaboration, and effectively communicate with executive leadership, technical teams, and end users. Excellent Problem-Solving and Decision-Making Abilities – Skilled in identifying challenges, evaluating solutions, and making data-driven decisions to enhance IT service delivery and operations. Data-Driven Mindset with Strong Analytical Skills – Proficiency in leveraging data and performance metrics to assess IT service effectiveness, drive continuous improvement, and align with institutional goals. Proficiency in ITSM Platforms and IT Support Tools – Demonstrated expertise in leading a consolidated and strategically aligned IT team with the capability to transform enterprise-wide services. Proven ability to design and implement efficient, scalable processes that elevate service delivery across critical functions, including help desk operations, learning management systems, and customer-facing platforms. Skilled in fostering a high-performance culture centered on cross-functional collaboration, user experience, innovation, and continuous service improvement. Experience in Modern Classroom Technologies and Large-Scale Operations – Knowledge of instructional technology, AV systems, and end-user support strategies to enhance learning and collaboration environments. Knowledge of IT Infrastructure, Applications, and Security Principles – Understanding of enterprise IT systems, cybersecurity best practices, and emerging technologies to ensure reliable and secure IT service delivery. Ability to Manage Multiple Priorities in a Dynamic IT Environment – Skilled in balancing competing demands, meeting deadlines, and adapting to evolving institutional and technological needs. Strategic Planning and IT Process Management – Experience in developing and managing IT processes, including service request/change management, IT problem management, and IT knowledge management. Experience in Organizational Change and Team Development – Proven ability to lead change initiatives, mentor staff, and cultivate high-performing teams that align with the organization’s strategic objectives. Commitment to Service Excellence and Customer Engagement – Focus on enhancing the user experience through effective IT support strategies, accessibility initiatives, and continuous improvement efforts that drive customer satisfaction.
Job Duties
Job Duty | Job Duty 1 – Senior Level Leadership
Lead and supervise departmental staff, ensuring alignment with the division’s strategic plan initiatives through proactive management and collaboration. Manage the departmental budget in strict alignment with divisional budgetary expectations and master planning, while adhering to all financial, human resources, and administrative policies and procedures. Maintain an on-campus presence to foster a cohesive team environment and ensure the successful execution of both departmental and divisional goals. Promote a USC-focused workforce by minimizing outsourcing and actively engaging in budgetary and annual planning to support internal development and growth Essential Function | Yes Percentage of Time | 20Job Duty | Job Duty 2 – Leadership in Enterprise-Wide Digital Solutions
Provide strategic direction and oversight for the adoption, implementation, and/or optimization of learning management systems and other enterprise-wide digital solutions that enhance customer service, operational efficiency, and user engagement. Collaborate with cross-functional teams to identify evolving needs, drive technology enhancements, and ensure seamless integration with existing platforms. Develop and implement best practices, training programs, and support structures to maximize system effectiveness and user adoption. Stay informed of emerging technologies and industry trends to continuously improve digital service delivery and customer experience. Essential Function | Yes Percentage of Time | 20Job Duty | Job Duty 3 – Lead a Culture of Innovation and Strategic IT Alignment
Drive a fundamental shift in IT service delivery from a reactive, issue-resolution model to a proactive, strategic approach that anticipates needs, enhances user experiences, and aligns with institutional goals. Establish a data-driven, customer-centric service model that leverages emerging technologies, automates processes, and implements best practices to optimize efficiency and prevent disruptions. Collaborate with stakeholders across the institution to ensure IT services are scalable, responsive, and aligned with long-term academic and operational priorities. Develop and monitor key performance indicators (KPIs) and service benchmarks to measure success, refine IT operations, and position IT as a strategic partner in institutional advancement. Lead a consolidated team capable of transforming institutional IT services through efficient, streamlined processes designed to deliver high levels of service across help desk operations, service delivery, learning systems, and customer interface collaboration and growth. Essential Function | Yes Percentage of Time | 20Job Duty | Job Duty 4 – Empower and Develop Executive Leadership in Key IT Functions
Provide executive-level leadership to the IT service, communications, and technology teams, cultivating a high-performance culture that values accountability, collaboration, and continuous learning. Guide direct reports in setting clear goals, optimizing team structures, and driving excellence in their respective areas. Foster leadership development by mentoring and equipping teams with the skills and resources needed to manage large-scale operations effectively and advance IT’s role in institutional success. Essential Function | Yes Percentage of Time | 20Job Duty | Job Duty 5 – Champion IT Modernization and Digital Transformation
Serve as a vital member of the senior leadership team, driving strategic change initiatives that position IT as a proactive, innovative, and customer-centric division. Serve as the primary strategic interface with IT leadership across the institution and sysem. Spearhead modernization efforts in IT service management, digital communication, and user engagement, ensuring IT is a key enabler of institutional success. Collaborate with university leadership to identify opportunities for technology-driven transformation, ensuring that IT investments deliver measurable improvements in efficiency, service quality, and overall institutional effectiveness. Essential Function | Yes Percentage of Time | 15Job Duty | Job Duty 6 – Other
Other duties as assigned include but are not restricted to completing designated projects originating through internal resource planning and demand processes. Essential Function | Yes Percentage of Time | 5
Position Attributes Employees in Safety-Sensitive or Security-Sensitive positions will be subject to pre-employment and post-employment drug testing in accordance with University policy HR 1.95 Drug and Alcohol Testing.
Safety Sensitive or Security Sensitive | No Hazardous weather category | Non-Essential
Posting Detail Information
Number of Vacancies | 1 Desired Start Date | 09/01/2025 Job Open Date | 06/30/2025 Job Close Date | 07/31/2025 Open Until Filled | No Special Instructions to Applicant | Positions are advertised for a minimum of five (5) business days on our job website. After five (5) business days, positions can be closed at the discretion of the department at any time. This employment site is updated on a regular basis. The length of the recruitment and screening process may vary from position to position, depending upon a variety of factors. Should review of your qualifications result in a decision to pursue your candidacy, you will be contacted by phone or email. We are only accepting applications submitted by July 31, 2025. The University of South Carolina offers a valuable benefits package including but not limited to:
Health and Life Insurance Retirement Programs Paid Tuition Dependent Scholarships Annual Leave Sick Leave 13 Paid Holidays (including an extended December holiday) Paid Parental Leave Professional Development Opportunities Click here to learn more about why you should work at USC. Quicklink for Posting | https://uscjobs.sc.edu/postings/189954 EEO Statement | The University of South Carolina does not discriminate in educational or employment opportunities or decisions for qualified persons on the basis of age, ancestry, citizenship status, color, disability, ethnicity, familial status, gender (including transgender), gender identity or expression, genetic information, HIV/AIDs status, military status, national origin, pregnancy (false pregnancy, termination of pregnancy, childbirth, recovery therefrom or related medical conditions, breastfeeding), race, religion (including religious dress and grooming practices), sex, sexual orientation, veteran status, or any other bases under federal, state, local law, or regulations.
Supplemental Questions
Required fields are indicated with an asterisk (*).
* Do you have at least a Bachelor's Degree in a job-related field and at least 10 years of job-related experience, including some prior management experience? Typically reports to an Associate VP or VP.
Yes
No
Applicant Documents
Required Documents
Cover Letter
Resume
Optional Documents
Letter of Recommendation 1
Other Supporting Documents
List of References and Contact Information
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