Joshua Tooley


Joshua is currently the Director of IT Support at Texas Christian University. In this role, he is responsible for directing the technical support center, managing the Second Tier and Quality Assurance teams, supervising the audio/visual support group, and synchronizing the efforts of the project coordinators.  He is tasked with owning the complete customer experience of the Information Technology division at TCU!

Prior to joining TCU, he was the Frontline Support Manager at Abilene Christian University. There he managed the HelpDesk call center and switchboard operations, developed and managed the high end computer repair facilities, led programming and development teams, and he also managed the retail copy/production operations. Joshua handled the development team that designed and created a premier in-house Incident, Problem/Change, and Asset Management system from scratch. He also played a key role in the launch of ACU's Connected project which led the country in Mobile Learning in Higher Education for several years.

His team at TCU has won multiple awards for ITSM development and customer experience during his tenure. 

-They were recognized as an HDI CSAT Elite Top 50 Support Center and they continue to demonstrate success year after year with back to back honors in this area.

-In 2014, they were awarded the Best Portal Design by Cherwell Software.

-In 2016, they were given with The Most Innovative Use of Cherwell Award.

-His team has also grown and developed multiple HDI Desktop Support and Support Center Analyst award winners at the local, regional and nation level.

In 2017, Joshua was awarded with the TCU Chancellor’s Staff Award for his amazing impact on the experience of the campus community. Joshua is also a Customer Advisory Board Member for Cherwell Software and was a strong leader of HDI Higher Education Forum for many years.

EDUCAUSE Presentations