Ivy Tech Community College and Indiana University leveraged an existing partnership to support Ivy Tech's help desk, with the goal of providing technical support, reducing costs, and eliminating redundancies.
Momi Ford leads enterprise support services for the technologies that drive the teaching, learning, research, and outreach missions of Indiana University. This includes the UITS support and contact centers, technology center consulting, client-facing services that power the university including ServiceNow, IU Print, and endpoint management. Her portfolio also includes Enterprise Applications that provides application administration and development as well as support of Azure cloud services and IU's instance of Microsoft 365.
Previously she served as director Client Support, where she led mission-critical user support for all students, faculty, and staff, including computer hardware, mobility, software, and online computing help and knowledge management, as well as communication across numerous venues including written, video, and voice, and establishes and maintains relationships with IT professionals at various campuses, schools, and departments.
Her roles at IU include being the founding manager of the 24/7/365 Executive Information Technology Support unit where she formed a technical support team serving Indiana University's president, vice presidents, and other high-ranking executives. She later became the manager of the broader UITS Support Center, leading IT services and support serving over 400,000 Indiana University and Ivy Tech Community College students, faculty, and staff 24x7 via telephone, email, chat, and walk-in services.
Ford has served as chair of the Help Desk Institute’s Higher Education Forum and member of its steering committee.
She held a variety of system administrator and technical support positions for the county government prior to starting her career with UITS in 1999.
This ECAR research bulletin discusses the decision by the information technology organization at Indiana University (IU) to form an IT team dedicated to VIP support.