Technology Support Services

Reports to: IT Partners’ Council (ITPC)

Charter

The Technology Support Services (TSS) Subcommittee will convene IT professionals from around the University who manage and deliver technology support services to the WFU community and are involved in the design and management of widely deployed services (e.g. , email).  This subcommittee is a forum for discussion and awareness of campus IT system functionality, features and enhancements, and is intended to support and further collaboration and continuous improvement of IS sites and services. The TSS is sponsored by the IT Partners’ Council (ITPC) and will periodically report goals and recommendations to it.

The TSS is open to all staff with significant responsibility for providing technical support to faculty, students and staff and for the management of widely used services.  Attendees should include members of the IS Client Services team, Advancement, and IT staff from the School of Law and the School of Business.  

The ITPC in consultation with the CIO will appoint a chair for the community to host its meetings, plan agendas, facilitate discussion and report outcomes.  The TSS will report semi-annually to the ITPC to share its goals, report emerging issues and receive ITPC’s guidance on future discussion topics.

The specific charge to the TSS is to:

• Share information and discuss potential impacts of changes being made to services by one or more IT organizations that could have campus-wide impacts.
• Create electronic and in-person forums to share effective practices and create a shared knowledge base to improve the ability to resolve incidents and prevent problems;
• Identify and recommend to ITPC and the Director of Client Services initiatives to improve support services and facilitate better coordination among IT teams;
• Sponsor professional development activities to support staff engaged in technology support;
• Identify and discuss opportunities to improve IT services;
• Participate as requested by the Director of Client Services in ad-hoc teams to identify root causes of recurring or severe problems;

The TSS will meet at the discretion of the chair and vice chair.  Administrative support to coordinate meeting locations, communications and reporting of meeting outcomes will be provided by the Office of the CIO.