The Office of Computing and Technology Services (CTS) has named Mark Katsouros as IT Support Services (ITSS) director. The ITSS group is responsible for customer-facing services, which include computer labs, the Computer Store, endpoint engineering, technical services and the Help Desk—all tools that help students on their path to earning a horizon-expanding education.
Katsouros most recently served as director of network planning, service design and voice & video at Penn State University. He also worked as director of telecommunication and network services at the University of Iowa. Katsouros held various IT development, research and management roles for more than 20 years at the University of Maryland at College Park.
At Duquesne, Katsouros’ focus is to help the University community provide the best experience possible when using technology and CTS services, including IT first aid, follow-up and feedback loops.
“We want to demonstrate the very real power of information in learning, research and decision-making, all while making technology so easy to use that it seems practically invisible,” Katsouros said. “I’m very excited and happy to be at Duquesne and to serve the University community and institutional mission.”
In addition to his work as the chief technology officer and interim chief executive officer for a Maryland dot-com startup, Katsouros is involved in a Pennsylvania dot-com startup that focuses on community development, commerce and social responsibility.
Katsouros’ background includes customer care, experience, service and support, service documentation, IT service desks with skills-based routing and chatbot integration, knowledge bases and self-service portals, service catalog management, incident and problem management, white-glove service support, IT service management in general and broad IT leadership.
He also has experience in database systems, software design and development, networking, telecommunications, computer-telephony integration, interactive voice response, voice-over IP technology, unified communications, emergency communications management, project management and strategic planning.
Katsouros earned a B.S. in computer science from the University of Maryland at College Park and also completed post-graduate studies in electrical engineering and telecommunications.