Director, IT & Service Enablement

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Regular Full-Time Full Time BE St. Louis, MO, US

13 days ago Requisition

Salary Range: $ To $ Annually

Title:

Director, IT Experience and Service Enablement

Department/

Location:

Information Technology, St. Louis

Position Type:
Full-Time, 12-month

The Director, IT Experience and Service Enablement advances Principia by leading the institution-wide IT experience and the practices that make technology services reliable, responsive, and sustainable. The Director assumes responsibility for current Service Desk operations and leads their phased development into a single institutional Service Desk serving Principia School, Principia College, and Shared Services.

During Phase 1 of the IT reorganization, the role intentionally spans two connected areas:
Service Delivery and Campus Experience; and IT Strategy, Governance, Portfolio, and Business Operations. This breadth supports stabilization and alignment by bringing service delivery, media and AV, business analysis, project management, governance, portfolio visibility, and IT business operations under coordinated leadership.

Success is reflected in a consistent front door for technology support; clear intake, triage, escalation, ownership, and handoffs; better visibility into work, risks, priorities, and capacity; stronger coordination across service, project, and business operations; and increased trust in IT.

This is an on-site role based in St. Louis, Missouri, with regular travel between the St. Louis and Elsah campuses, which are approximately one hour apart (Principia fleet vehicle available for use).

At our award-winning Early Childhood through grade 12 Principia School in St. Louis, Missouri, and our top-ranked Principia College in Elsah, Illinois, Principia faculty and staff form a close-knit community of educators, coaches, and professionals who take a distinct approach to education, blending academic excellence with Christian Science-based character education. Principia's team of over 500 employees supports not only Principia School and Principia College, but also a worldwide network of alumni and friends.

Principia employees are part of an engaging academic community preparing students to be tomorrow's leaders, thinkers, and changemakers. We strive to create a collaborative and inclusive environment where everyone feels they belong and are valued.

• Assumes responsibility for current Service Desk operations, assesses the current model, and leads a phased transition to a single institutional Service Desk serving the School, College, and Shared Services
• Establishes common service channels, intake, triage, routing, ownership, prioritization, escalation, knowledge practices, service standards, performance measures, and campus coverage expectations
• Positions the Service Desk as the coordinated front door for incidents, requests, and technology support, with clear handoffs to specialized technical and campus teams
• Leads assigned media and AV services and coordinates with classroom, academic technology, executive, endpoint, field, and campus support partners where responsibilities intersect
• Uses service data, customer feedback, and recurring patterns to improve reliability, strengthen knowledge management, and reduce dependence on informal workarounds

• Evaluates existing IT governance and partners with the Chief Technology Officer and institutional leaders to establish and mature clear decision rights, intake, prioritization, escalation, and reporting
• Leads or coordinates intake for service needs, enhancements, and projects, distinguishing operational support, standard changes, non-standard changes, and formal projects
• Maintains visibility into active and queued work, dependencies, risks, priorities, and capacity, and establishes practical review rhythms for service, portfolio, campus coordination, vendors, and lessons learned
• Prepares clear status updates, decision briefs, and recommendations for the Chief Technology Officer and institutional leaders

• Provides leadership for the IT Business Analyst and IT Project Manager functions so demand, requirements, project delivery, change readiness, and transition to service remain connected to the customer experience
• Establishes consistent practices for project intake, scope, stakeholder engagement, requirements, risks, dependencies, communication, testing, handoff, and closure
• Coordinates with technical leads and functional owners to improve planning, delivery, and accountability, and addresses unclear ownership, weak processes, and competing priorities
• Maintains portfolio-level visibility and prioritization so work does not proceed through disconnected projects or…