RECOMMENDATION 8: SUPPORT AND ENABLEMENT The University should grow and sustain a robust, multi-tiered support environment that meets both the diverse knowledge base of customers and specific needs of the University community so that stakeholders can appropriately utilize IT resources. Action Item 8:1 The centralized IT service desk (ITS Customer Services) should streamline access to higher-tiered subject matter experts so that college/department IT support personnel can quickly be directed to specialized technologists. Given the distributed nature of IT service and support at theUniversity,thecentral ITorganization mustbesensitive to the needs and demands on college/department IT staff. With that said, central IT should provide a more streamlined approach to providing higher-tier support for college/department IT staff. Streamlining this process would benefit all parties by cutting down on the time to resolve issues and also maintaining positive collaborative relationships. Action Item 8:2 The University should develop a plan for recruiting and retaining skilled IT personnel while developing current personnel. A clearly defined personnel and professional development plan for technology staff is as critical as the operation and maintenance of the systems they support. Human resources are the single most important IT asset for the University. In order to recruit and retain skilled IT personnel, we must develop strategies for developing and retaining those already onboard. Significant investments in training and time spent mentoring new managers is required. Exceptional technical employees wishing to remain on staff, but who do not wish to take on a supervisory role, should not be discouraged from staying by the lack of availability of higher compensation. ITS should work with Human Resources to create and enhance processes that clearly define a professional development plan for each IT employee. 31 | EmpoweringTransformation 35 | EmpoweringTransformation