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. CSS leads UW-IT customer experience efforts to ensure customer interactions consistently produce positive outcomes.
UW-IT has an outstanding full time opportunity for a Technology Manager.
The Technology Manager of Customer Service and Support (CSS) is responsible for project management involving IT services from conception to closure. This position leads a team of IT professionals and provides oversight, management, support, and customer engagement for large, long-term construction projects involving IT infrastructure, networks, and service deployment. The Technology Manager partners with UW-IT service teams in the development, design, and delivery of the associated IT services for those projects.
The Technology Manager leads and develops staff, manages projects and services within the ITIL framework, and
Implements strategies for managing highly complex business processes
Continually improves project management practices
Oversees project management and service delivery
Manages projects from conception to closure
Pursues strategies to provide an exceptional customer experience
He/she must be able to understand business, system, and technical issues; the trade-offs and alternatives; and facilitate problem solving and issue resolution within and across these modalities. The role requires the ability to work collaboratively on a team, as well as facilitate productive discussions with a variety of stakeholder groups. The individual will need to cultivate effective relationships with all stakeholders including subject matter experts, service owners, support and technical staff. Decisions made by the Technology Manager have a significant impact on the UW's ability to expand and refurbish campus facilities that support world class teaching, learning, research, and medicine.
This individual interacts with local, regional, and national service providers to facilitate incident management, request fulfillment, and problem resolutions. He/she ensures high quality by proactively contributing recommendations for improvement regarding documentation and processes for various services and tools, and contributing toward those improvements which are prioritized by service managers.
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 Computer Science, Information Science, or related field.
Minimum of five years' experience performing progressively more complex and responsible tasks involving technical, operations and project management in a diverse and complex computing and networking environment.
Experience managing, leading and developing staff, including providing day-to-day supervision.
Demonstrated excellent written/oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Experience in a research university or large enterprise
ITIL Foundations certification
Able to handle multiple projects with changing priorities simultaneously
Able to communicate effectively with technical and non-technical audiences through all levels within the organization.
Able to lead and coordinate cross-functional activities across divisions and teams
Excellent time management
Knowledge of lifecycle processes and continual service improvement initiatives
Able to work well under pressure and time constraints
Ability to reinforce a consistent customer experience and processes in a large scale, complex environment
Experience in a research university or other academic institution
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 Technology Manager will, on occasion, need to adjust hours to accommodate the business needs and deadlines.
CONDITIONS OF EMPLOYMENT:
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.