Date of Award

Spring 5-19-2017

Degree Type

Thesis

Degree Name

Master of Science in Information Technology Leadership (MS ITL)

Department

Computer Science

First Advisor

Margaret McCoey

Abstract

Mid-market IT departments must operate in a lean manner while providing top-notch support and administration to the business units, all while being agile to keep up with new technologies. Too often, these IT departments are under-staffed or staffed in a manner that is mis-aligned with business needs. Therefore, customer service suffers in the form of lengthy wait times, a loss of trust and respect for the IT organization and the emergence of shadow IT.

This paper will detail how one mid-size enterprise restructured its IT department to provide better service and alignment to business units, while keeping staffing levels the same. It will show how moving people to positions that rely on their strengths, and streamlining like tasks under one department results in better customer service and transitions the IT department from reactive role to a proactive solution provider for the business units. It will also show how a restructuring can open up career paths and growth opportunities to staff members. Surveys will illustrate the increase in employee engagement since the restructuring has taken place.