Mark Katsouros, Senior Direector, IT Engineering & Operations, Duquesne University
Mark Katsouros is the Senior Director of IT Engineering & Operations, and is responsible for the institution’s underpinning IT infrastructure, as well as managed endpoints and deskside support, including: Data Centers (cloud and on-premise), Network & Telecom Services, Science DMZ (research), Secure Integrated Infrastructure (DDI, IAM, etc), System Administration, Storage Systems and Recovery, Endpoint Engineering (enterprise configuration and mobility management), and Technical Services (endpoint operations/support). Additionally, Katsouros is the program sponsor of our IT/Enterprise Service Management processes, roles, artifacts, and overall portfolio. Formerly, he provided leadership to the IT Support Services group and was responsible for CTS' directly-customer-facing/high-touch services, from the Service Management Office and IT Service Desk to the physical Computer Labs and Computer Store. Katsouros' focus remains on helping our users—students, faculty, and staff—have the best experience possible in using technology and our services specifically. This includes IT "first-aid," follow-up, feedback loops, innovative solutions, white-glove support when and where needed, and ensuring that our IT underpinnings are stable and resilient.
Katsouros is a member of the EDUCAUSE Communications Infrastructure and Applications Community Group (former chair and current steering member), EDUCAUSE IT Mentoring Program (former steering member), ECAR IT Service Catalog Working Group (former steering committee), EDUCAUSE IT Service Management (ITSM) Community Group (steering member), and EDUCAUSE Service Design & Transition Working Group.
Katsouros serves on the following University committees: Tech Partners, Business Managers Council (BMC), Change Advisory Board (CAB), Emergency Management Team (EMT), and Enterprise Computing Committee (ECC). In addition, he chairs the Research Computing Committee (RCC).