Biography

Mark Katsouros provides leadership to the IT Support Services group and is responsible for CTS' directly-customer-facing/high-touch services: The Service Management Office (IT Service Management processes, roles, artifacts, and overall portfolio), the Service Desk (physical/walk-up and virtual), the Computer Store (consumer and departments), Computer Labs (Learning Labs and Collaboration Commons), Technical Services (endpoint operations/support), and Endpoint Engineering (enterprise configuration and mobility management). Katsouros's focus is 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, and white-glove support when and where needed.

Katsouros is a member of the EDUCAUSE Communications Infrastructure and Applications Community Group (former chair & 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), EDUCAUSE Service Design & Transition Working Group.

Katsouros serves on the following University committees: Tech Partners, Business Managers Council, Enterprise Computing Committee (ECC). In addition, he co-chairs the Academic Technologies Committee (ATC)

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