University of Washington
As a UW employee, you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here.
If you would like to find out more about what it is like to work for UW-IT, as well as to get a feel for our culture and our people, visit us at our employment website. As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world.
UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty. All of which has allowed the UW to be nationally recognized as a "Great College to Work For" for five consecutive years.
UW Information Technology (UW-IT) is the central information technology organization for the University of Washington, responsible for strategic planning, oversight, and direction of the UW's IT infrastructure, resources, and services. UW-IT provides critical technology support to all three campuses, UW Medicine, and research operations around the world. UW-IT partners with the UW community to enable innovation, learning, discovery, and service.
UW-IT Customer Service & Support (CSS) is a full-service organization providing 24x7x365 support to UW faculty, staff, and students within the ITIL service management framework. We are the liaisons between UW-IT and the University, representing UW-IT and advocating on behalf of our customers. CSS operates the Service Center assisting the UW community; monitors and troubleshoots University systems and applications; and collaborates with UW partners to develop strategic customer solutions.
UW-IT has an outstanding full time opportunity for Student Service Desk Manager.
The Student Service Desk Manager is responsible for the technical support of permanent staff and supervision of student staff. CSS provides support of technical services in support of the University's mission. This position provides customer support through incident management, request fulfillment and provisioning of IT services within the context of the UW Information Technology Service Center. The Student Service Desk Manager partners with UW-IT service teams in the development, design and delivery of those services.
UW-IT is a dynamic and complex environment serving a customer base of over 300,000 people, spanning diverse cultures, work environments, and geographical locations. Each CSS staff member is engaged in several projects simultaneously, requiring excellent communication, leadership, and personal interaction.
Bachelor's Degree in computer science, information technologies or related degree program.
Minimum of four-five years relevant experience in a supervisory or lead role in an enterprise help desk or service desk environment responsible for service coordination, incident management, request fulfillment, and knowledge management.
Experience working with mainframe systems, record management, identity management, data networking, and Unix.
Demonstrated excellent written/oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities.
Demonstrated increasing level of responsibility and experience in Information Technology.
Ability to work independently as well as part of a team.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
ITIL Foundations certification and familiarity with ITIL concepts such as service desk function, request fulfillment, and incident processes.
Familiarity with most computing operating systems including Linux, Windows, Apple, Android.
Work experience in higher education.
CONDITIONS OF EMPLOYMENT:
Work in an open office environment and contribute to collaborative team work focused on problem-solving. Daily interactions with other team members, subject matter experts and stakeholders at all levels of the organization. While the general working hours are within Monday through Friday, 8 a.m.-5 p.m., the Enterprise Service Desk Lead will, on occasion, need to adjust hours to accommodate the business needs and deadlines.
This is an essential position and is required to report to work remotely when the UW suspends operations.
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.
Committed to attracting and retaining a diverse staff, your experiences, perspectives and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.
About University of Washington
University of Washington is an educational institution that provides undergraduate, graduate, and research programs.