It Service Desk Manager

INFORMATION TECHNOLOGY SERVICE DESK MANAGER

Thank you for considering Housing & Food Services (HFS) 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 café 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 statement—working together to enhance student life—teamwork 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 (payroll title: Manager-Departmental Computing) 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:

• Continuous professional development.
• 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.
• Work collaboratively within the HFS-IT team and with customers to deliver solutions and services and communicate changes to the IT environment.
• Engage in the performance management of the services delivered by the Service Desk team.
• Manage the IT procurement and payment services and collaborate in the budget management process.
• 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.
• Perform related duties as assigned.
• An ability to balance and plan the short-term actions of the team.
• Service queue management: Minimize repeat problems by supporting the usage, maintenance, and growth of the ITS knowledge base.
• 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.
• 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.
• Oversees training development to support the onboarding and continued development of full-time and student staff.
• Work collaboratively with team members and users to create, update, and provide input to HFS IT policies and procedures and proactively address system issues.
• Manage the IT change management process to ensure the proper execution of changes to the HFS IT environment.

Leadership and Governance:

• Coordinate and collaborate with Systems, Development, and other functional leads to ensure priorities align with unit goals.
• Model IT best practices for Service management and engagement of staff and stakeholders.
• Represent HFS IT and the Service Desk on HFS cross-functional teams and committees.
• Serve as a member of the HFS-IT Leadership Team in setting unit priorities and goals, measuring, monitoring, and responding to results.
• Measure support needs with ongoing demand studies supported by service management system service metrics.
• Establish and maintain a service menu for the services the HFS-IT unit offers.
• Collaborate with leadership to prioritize project initiatives goals and objectives.

Supervision:

• Review and update position descriptions for competencies, evaluation materials, and training and update as needed.
• Provide guidance to direct reports on opportunities for learning and professional development.
• Establish Service management guidance templates, processes, policies, and procedures.
• Monitor the workload of each team member and set performance expectations.
• Establish staffing patterns, schedules, and performance standards.
• Supervise and evaluate the work completed by direct reports and provide constructive feedback to support success.
• Coach and mentor department employees on project management tools and techniques.
• Provide best practice training and guidance to HFS IT per ITIL structure.
• Ensure proper implementation of Department and University personnel, payroll, and safety policies and procedures.
• Develop and maintain staffing and operational plans during emergency conditions and UW closure.

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 an HFS IT Service Desk team.

• Service Desk Engineer
• Third-party Service Desk Temp
• Service Desk Administrator
• Student staff
• Service Desk Tech

REPORTS TO
Assistant Director, Information Technology (CIO)

MINIMUM QUALIFICATIONS

• Bachelor’s degree in computer science, Communications, Business Administration, or related field.
• Four years of experience in information technology, business administration, or higher education.

Additional requirements:

• Proven ability to deliver and support frontline customer service in a fast-paced operational environment.
• Extensive customer service experience, preferably in an IT or technology-related environment or in higher education.

Equivalent education and/or experience may substitute for minimum requirements.

DESIRED QUALIFICATIONS

• Excellent organizational skills.
• 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.
• ITIL Relevant experience and Certification.
• Working knowledge of relevant ITSM software packages.
• Knowledge and understanding of all relevant industry standards.

CONDITIONS OF EMPLOYMENT
A satisfactory outcome from the employment reference check processes and education verification.

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.

Job Type: Full-time

Pay: $6,884.00 - $9,035.00 per month

Benefits:

• Tuition reimbursement
• Vision insurance
• Professional development assistance
• Dental insurance
• Paid time off
• Health insurance

Schedule:

• Day shift
• Weekend availability
• Monday to Friday
• 8 hour shift

Work Location: In person