Why Great IT Partnerships Start With Shared Empathy

Behind the Screens: Jeff Faust on IT partnerships, research support, and leading with curiosity. This episode features Jeff Faust, IT Solutions Specialist and Team Lead of the Gold Team in IT partnerships supporting Notre Dame Research. He shares how his career moved from development to research, being a part of OIT, and being on the outside of OIT, and what that taught him about relationship-driven IT support. We discuss how IT consultants can be trusted advisors, why partnership matters more than ticket resolution, and how change, adaptability, and empathy shape strong service across campus. Key topics

Jeff explains how his Notre Dame path started long before campus, with early tech jobs at companies tied to Notre Dame alumni and faculty.
He walks through 13 years in the development office, where the work grew from break-fix support into software implementations, Okta integrations, data mapping, vendor work, and access management.
Jeff describes earning his ServiceNow administrator certification and leading a workflow project for separation processes.
He shares early work with Isaac on SCCM imaging and task sequences, which sparked interest in that side of IT.
The conversation explores what changed when development moved away from the OIT partnership model in 2019, including a sense of isolation and being disconnected from broader OIT communication.
Jeff explains what he learned from working within a business unit: relationship-building, understanding the division’s mission, and anticipating technology needs before they become urgent.
He describes returning to OIT in 2024 as part of the Gold Team and how it felt like a homecoming.
Jeff shares what supporting Notre Dame Research looks like in practice, including walking across campus, working with specialized equipment, handling compliance concerns, and coordinating with vendors.
The discussion highlights unique research support challenges, such as microscopes, controlled unclassified information, and zebrafish monitoring systems, associated with sensitive scientific work.
Jeff reflects on the value of the partnership model as shared advocacy, continuity, and empathy rather than simple break-fix support.
He talks about his recent promotion to EIC 3 and team lead, and how he wants to lead with curiosity, empathy, and an understanding that people need different kinds of support.
Jeff also shares that he is pursuing a master’s in nonprofit administration and sees it as another way to better understand the university and grow his impact.

About this podcast:
Behind the Screens: IT@ND is a podcast based out of the University of Notre Dame, where hosts Scott Russell (IT Director for the College of Arts & Letters) and Diana Garcia (IT Support Technician: Service Desk) give you a behind-the-scenes look at what IT consultancy is all about. Whether you're deep in the IT world or just curious about how technology powers a university, this podcast is for you.

Each episode gives insight into Information Technology at Notre Dame — with focus on how IT consultants support the University, breaking down the challenges they face and the innovative solutions they create. From interviews with experts driving key campus projects to practical tips for making the most of your tech, this podcast explains how IT teams work behind the scenes to keep things running smoothly across campus.

With this podcast, not only will you learn how technology professionals at Notre Dame help shape and support the future of the University, but you'll also get helpful insights and strategies to help you stay ahead.

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