With an eye toward better serving the needs of students, faculty, and staff, Vice President for Information Technology and Chief Information Officer Scott Midkiff is implementing several organizational changes within the Division of Information Technology. These realignments, effective March 1, will help the division leverage advances in technology and ensure it can support Virginia Tech’s emerging and future information technology needs.

“Customer service, identity-related services, security and resilience, and partnerships are increasingly important to how we deliver information technology services.” stated Midkiff. “These changes are intended to foster an innovative approach in all units in the Division of IT, not just those directly affected by the organizational changes.”

User engagement

As technology changes, the division can help all users to understand their options and be empowered to use services and tools to support their needs. A new unit called IT Experience & Engagement will serve as a “front door” for users across the university. 4Help first-tier computing support services, IT communications, as well as administration of service management tools such as the IT knowledge base and service catalog are coming together within the new unit. Under the leadership of Executive Director Claire Krendl Gilbert, the unit seeks to enhance customer service and the promotion of services and support to the university on multiple fronts, such as documentation, ticketing and technical support, and information campaigns.

Identity services

As the need for online collaboration and learning becomes more intertwined with our roles as students, educators, researchers, and citizens, Virginia Tech has a pressing need to continue transforming the management of digital identities. To assist in this effort, another new unit, Secure Identity Services, brings together staff from Secure Enterprise Technology Initiatives and Identity Management Services. This unit, led by Director Mary Dunker, will administer processes related to identity management and digital credentialing, authentication, middleware development, and quality assurance. The unit will promote efficient processes for onboarding new faculty, staff, and students, and innovate processes for identity management to ensure proper authorization for data access. Secure Identity Services also is the lead unit for the implementation of 2-Factor Authentication.

Security and resilience

IT functions face risks from disasters, electrical or equipment failures, and other unforeseen events, as well as from persistent threats of cyber attack. To help in the assessment of the university’s needs, the IT risk assessment and continuity of operations processes have been moved to the IT Security Office. IT Security will lead the effort to help departments across the university to quantify and mitigate their IT risks. Supporting the IT needs of the Office of Emergency Management and the Virginia Tech Police Department, will help coordinate and deliver the technology and services needed to preserve and promote physical safety and security throughout the university.


The new office of IT Policy and Strategic Engagement, led by Executive Director Brenda van Gelder, will cultivate technology-focused engagement and service opportunities throughout our region. She will also serve as the division’s point of contact for IT policy development and updates.

As the implementation of these changes proceeds, the division will provide a number of new opportunities for job seekers and current employees. The division includes eight service units reporting to the Vice President for Information Technology, supporting Virginia Tech’s IT needs for teaching and learning, research, administration, and collaboration.

Share this story