INFORMATION TECHNOLOGY SERVICE DESK MANAGER |
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INFORMATION TECHNOLOGY SERVICE DESK MANAGER
Thank you for considering Housing & Food Services at the University of Washington, Seattle. At the University of Washington, diversity is integral to excellence. We value and honor diverse experiences and perspectives, strive to create welcoming and respectful learning environments, and promote access, opportunity and justice for all. HFS provides on-campus housing to over 10,000 student residents and operates over 40 dining and caf locations that serve the entire campus community. In order to successfully accomplish this, we employ over 1,200 students, classified and professional staff members who work throughout HFS, providing residential and dining services to the campus. As reflected in our mission statementworking together to enhance student lifeteamwork and service to our students and customers are at the heart of our business. To learn about our commitment to diversity, equity, and inclusion at UW Housing & Food Services, you are encouraged to review our Diversity, Equity, and Inclusion Statement Training. PURPOSE The Information Technology Service Desk (ITSD) Manager leads a frontline customer support team in providing customer service excellence to various department stakeholders. The Service Desk Manager drives service quality and continuous service improvement for base-level processes. They play a crucial role in building a best-in-class team by ensuring that the team is responsive to the needs of a broad range of customers. The Service Desk Manager ensures that critical issues are tracked, managed, and escalated appropriately and facilitates effective issue resolution promptly. As a member of ITSD, the Service Desk Manager is expected to model and cultivate ITSD's cultural values and behaviors within their team. RESPONSIBILITIES Service Management: Engage in the performance management of the services delivered by the Service Desk team. Monitors the service performance of frontline staff, tracks and reports service delivery metrics, and leads a metrics-driven, high-performing team by providing technical coaching, training, and frequent performance communication to encourage effective work behaviors. Manage the IT change management process to ensure the proper execution of changes to the HFS IT environment. Ensure year-round, 24/7 automated service desk support and maintenance for all HFS computing systems used by staff and students at multiple locations throughout the campus. Service queue management: Minimize repeat problems by supporting the ITS knowledge base's usage, maintenance, and growth. Provide field-level support services for HFS Dining, Housing, Administration, and Facilities, including Point of Sales, Housing Management system, Food Services Systems, and other support services. Support and participate in developing, integrating, implementing, and testing multiple applications, both IT in-house and third-party distributed software that support timekeeping, housing, food service, and conference services used by staff and students at various locations throughout campus. An ability to balance and plan the short-term actions of the team. Work collaboratively within the HFS-IT team and with customers to deliver solutions and services and communicate changes to the IT environment. Work collaboratively with team members and users to create, update, and provide input to HFS IT policies and procedures and proactively address system issues. Oversees training development to support the onboarding and continued development of full-time and student staff. Manage the IT procurement and payment services and collaborate in the budget management process. Continuous professional development Perform related duties as assigned. Leadership and Governance: Model IT best practices for Service management and engagement of staff and stakeholders. Serve as a member of the HFS-IT Leadership Team in setting unit priorities and goals, measuring, monitoring, and responding to results. Collaborate with leadership to prioritize project initiatives, goals, and objectives. Represent HFS IT and the Service Desk on HFS cross-functional teams and committees. Coordinate and collaborate with Systems, Development, and other functional leads to ensure priorities align with unit goals. Establish and maintain a service menu for the services the HFS-IT unit offers. Measure support needs with ongoing demand studies supported by service management system service metrics. Supervision: Establish Service management guidance templates, processes, policies, and procedures. Monitor the workload of each team member and set performance expectations. Supervise and evaluate the work completed by direct reports and provide constructive feedback to support success. Establish staffing patterns, schedules, and performance standards. Provide guidance to direct reports on opportunities for learning and professional development. Develop and maintain staffing and operational plans during emergency conditions and UW closure. Provide best practice training and guidance to HFS IT per ITIL structure. Review and update position descriptions for competencies, evaluation materials, and training and update as needed. Ensure proper implementation of Department and University personnel, payroll, and safety policies and procedures. Coach and mentor department employees on project management tools and techniques. IMPACT TO THE UNIVERSITY HFS relies on systems being continuously operational. This position ensures that our complex systems are functional, responsive to HFS needs, and interface properly with university systems. POSITION COMPLEXITIES The position works with multiple platforms and lines of business that must be integrated. The position participates in diverse, cross-functional teams and must maintain accountability and responsibility for deliverables. Diverse lines of business require familiarity and rapport with department activities, including student financial services, residential life, student development, human resources, graphics/web design, food services, and conference services. WORKING CONDITIONS Monday through Friday, regular office hours with additional time commitments to handle emergency calls regardless of day or time. Evening and weekend work is required to achieve deliverables and/or to participate in special events. The nature of service desk work requires a sense of expediency, focus, and positive customer service. SUPERVISION RESPONSIBILITIES Provide direct supervision to HFS IT Service Desk team positions: Service Desk Administrator Service Desk Engineer Service Desk Tech Third-party Service Desk Temp(s) Student staff REPORTS TO Assistant Director, Information Technology (CIO) MINIMUM QUALIFICATIONS Bachelor's degree in Computer Science, Communications, Business Administration, or equivalent education/certification. Four years of experience in information technology supporting business operations. Excellent organizational skills in Information Technology Service Management (ITSM) environment. Working knowledge of ITSM software packages. Proven ability to manage frontline customer service in a fast-paced operational IT environment. Extensive customer service experience in an information technology environment. Familiarity with the ITIL process and terminology. Previous supervisory experience with a technical team. Equivalent education and/or experience may substitute for minimum requirements. DESIRED QUALIFICATIONS Knowledge and understanding of all relevant industry standards. Proven ability to foster an environment of trust, collaboration, transparency, and accountability and to build an inclusive environment that values, encourages, and supports differences. Experience with SharePoint & Teams sites, forms, and workflows CONDITIONS OF EMPLOYMENT A satisfactory outcome from the employment reference check processes and education verification. The ability to regularly lift 25 lbs. and occasionally lift 50 lbs. Application Process: The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select Apply to this position. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your My Jobs page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
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Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming. The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu. Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law. |
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