Pitt Digital Customer Success Organizational Overview

Overview

Pitt Digital Customer Success Team has evolved into a model with two clear areas of focus: Strategic and Operational.

• Strategic teams - Engagement Leaders and Customer Success Managers will work closely with departments to align IT services with their evolving goals and initiatives.

• Operational teams will ensure reliable, day-to-day support and delivery of services across campus. and include the following:

  • Technical Consulting for Departments and End Point Technical Support

  • Audio-Visual & Events Team

  • Student Computing Services

    • Campus Computing Labs

    • Drop-in Support

  • Technology Help Desk

This dual approach allows us to meet both the immediate needs of our customers and proactively plan for their future. It strengthens relationships, increases responsiveness, and supports long-term service improvements.

Detail

Strategic Team

Team of Engagement Leaders and Customer Success Managers dedicated to actively listening to your needs and ensuring seamless communication between our experts and your team. We are committed to cultivating robust, enduring relationships with our customers and aim to be highly responsive to their individual needs and challenges, nurturing a deeper level of trust and partnership.

Engagement Leaders and Customer Success Managers assignments - 

Operational Team

1. Technical Support for Departments / End Point Technical Support: Led jointly by Travis Cornell and Anthony Peck.

   Our Technical Consulting for Departments program offers comprehensive IT support tailored to the specific needs of each department. Our team of experienced technicians specializes in providing top-notch assistance for desktop computers, laptops, and mobile devices. With a Corridor-Based Support Model, grouping support teams by campus locations and service areas. This structure increases collaboration, improves consistency, and enables scalable support for our diverse community.

   With the backing of the larger IT Department, we can quickly engage specialists when necessary, ensuring that even the most complex technical issues are addressed promptly. This flexible consulting model is designed to minimize downtime, increase productivity, and provide reliable technical solutions to support your department's success. 

   For more complex issues, our team of professionals provides Onsite Support, arriving at your location to address problems firsthand. This tiered approach allows us to customize our services based on your department's unique requirements, giving you an efficient solution for all your technical support needs.

   • KB article — Service - Technical Consulting for Departments (pitt.edu)
2. The Audio-Visual & Events Team  - Led jointly by Travis Cornell and Anthony Peck. At Pitt Digital AV Event Support Services, we understand the importance of flawless execution for your events. Our Audio Visual Event Support Service is designed to ensure your presentations, conferences, and meetings run smoothly, with state-of-the-art technology and experienced professional assistance. 
   • KB article — Service - Audio Visual Support (pitt.edu).
   • Submit support requests through their intake form — Audio/Visual Event Request (pitt.edu)
3. Student Computing Services Led by Anthony Peck encompasses the following teams:
   • Campus Computing Labs: 

     All University of Pittsburgh faculty, staff, and students with a valid University Computing Account may use any of the Student Computing Labs and Pitt Print Stations. They are conveniently located throughout the Pittsburgh campus close to residence halls and classrooms.

     The Virtual Computing Lab provides a powerful remote experience that is available 24/7 and has additional software that is not installed on the physical lab computers. By using Windows Virtual Desktop, any personal device with an Internet connection can become a lab PC—regardless of the user’s location.

     Additionally, Pitt Digital offers Microsoft Azure Lab Services at no cost* for use in computer programming, data science, cybersecurity, information science, systems administration, and other academic courses. Azure Lab Services enables instructors to easily build a customized, cloud-based sandbox computing lab environment for their students. With Azure Lab Services, instructors can focus on teaching and hands-on application, while the service handles the infrastructure management.

     • KB article — Service - Computing Labs (pitt.edu)
   • Drop-in Support - Pitt Digital operates both Drop-In Support to provide hands-on help for the personal devices of students, faculty, and staff. From setting up a new computer or tablet with Pitt resources to troubleshooting a complex issue, a Technical Consultant can provide the personal support you need.
     • KB article — Service - Drop-In Support (pitt.edu)
4. Technology Help Desk - Led by Travis Cornell, is your central point of contact for all Pitt Digital services. Get fast and friendly technical support how and when you want it—including holidays—via phone, live chat, online form, or email
   • KB article — Service - Technology Help Desk (pitt.edu)

Operational Team  - Engagement Leaders, Customer Success Managers, Technical End Point Consultants Assignments:

In our ongoing dedication to delivering outstanding customer experiences, we have streamlined our organizational structure to establish more direct lines of communication and decision-making. This shift has empowered us to become more agile, responsive, and attuned to our customers' specific requirements.