Director, Customer and Technology Support
As director of customer & technology support since May 2015, Paula Batton oversees OIT's front-end services to meet the computing needs of University faculty, students and staff.
She oversees two OIT service desks, one on campus in the Link at Perkins Library and another at the Powerhouse building. She also directs the coordinator of academic support/Link liaison, who manages the student computing program with a staff of more than 50 students. In addition, she oversees OIT's Centralized Desktop and Services Support group, which works with Administrative IT departments across campus providing onsite and remote support for over 1,500 devices and departmental applications. Paula also leads the IT Service Management group within OIT specializing in Support@Duke (ServiceNow) projects continually looking at ways to improve delivery of IT Services to the Duke community.
Paula started working at Duke in 2000 as an OIT service desk analyst. She became a desktop support analyst in 2005, team lead/project manager of the desktop support group in 2008, service desk manager in 2012, and senior manager over both support units in 2013.
Paula is a member of the IvyPlus Customer Support Directors Group, Triangle HDI group, and contributor for the HigherEd ITSMf group. Certifications include HDI Support Center Manager and Comptia Network+.