SERVICE DESK MANAGER

Seattle, WA, United States

Req #: 232140

Department: UW BOTHELL

Posting Date: 03/27/2024

Closing Info: Open Until Filled

Salary: $8,334 - $8,834 per month

Shift: First Shift

Notes: As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here. (https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-professional-staff-librarians-academic-staff-20230701_a11y.pdf )

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.

UW Bothell Information Technology is seeking a Service Desk Manager to join our team.

The manager will provide technical leadership for the UW Bothell IT Service Desk Team. This is a hands-on leadership position; technical acumen is essential. The Service Desk Manager will be responsible for multiple staff members who perform highly visible day-to-day operations and support functions for the campus, including: public service desk; desktop management, support, and lifecycle; event support; printing; and AV/classroom tier 1 support.

The manager is a member of the UW Bothell IT Leadership Team and will lead/manage projects, service and process changes, implement Service Management practices, and continual service improvements; they are also responsible for establishing tactical plans and working collaboratively across diverse groups to ensure projects and services are aligned with University goals and requirements.

DUTIES AND RESPONSIBILITIES Leadership / Management

Responsible for Service Desk Team (7 staff FTE and student staff; 3 direct reports). Responsible for management duties (i.e., regular 1x1s and team meetings, hiring, performance management) of team members and student employees.

Practice effective delegation, and hold staff accountable for performance, projects, tasks, and timelines; ensure staff adhere to local policy, processes, and procedures.

Develop talent and skills of staff through mentoring/coaching, appropriate stretch assignments, professional development, and training opportunities.

Collaborate with Supervisor and Leadership Team on the development of budgets, forecasts, resourcing, cost of services, service management, and planning activities. Manage day-to-day operations within area of responsibility to include service desk; desktop management, support, and lifecycle; event support; printing; and AV/classroom support and lifecycle.

Manage day-to-day operations within area of responsibility to include service desk; desktop management, support, and lifecycle; event support; printing; and AV/classroom support and lifecycle.Operations

Set service management standards for the UW Bothell IT organization. Implement Service Management processes and practices in consultation with IT leadership team (e.g., Incident, Request, Change); utilizing University best practices, develop and advise on local structure, process, and practices for Service Now (e.g., Assignment Groups, Reporting).

Responsible for determining and meeting service level commitments, collaborating with other technical teams, planning/management and establishing a culture of excellent customer experience and service.

Identify ways to improve team efficiency and effectiveness through process and continual service improvements (e.g., self-service, staff training and skill development, improved documentation and communications).

Collaborate with leadership team members on the development of implementation plans for technologies and services for the campus (e.g., Workstation Management, Classroom technology upgrades, SaaS/cloud adoption).

Manage campus computer lifecycle process and software applications supporting service desk activities.

Collaborate with external partners in needed areas including service changes, purchasing (e.g., computer lifecycle).

In collaboration with the leadership team and/or relevant managers and staff, identify impact of proposed changes in hardware/software/process/service; develop and implement change management and project plans for transition of new/updated services.

Ensure operational environments (technology and service) are aligned with best practices (e.g., security, privacy, compliance).

Works with leadership team and Supervisor to prepare recommendations for hardware/software and services, review and recommend vendors, receive and review bids, and negotiate final agreements.

Stay informed of best practices and emerging technologies within the IT domain, and specifically in your team's area.

Participate on relevant UW/UWB committees and Communities of Practice (i.e., Service Management).

Other duties as assigned.Communications

Demonstrate effective communication skills in all interactions (e.g., diplomacy, influence, negotiation, conflict resolution).

Promote open communication in a manner that builds relationships; develop and foster strong relationships with customers, vendors, and partners.

Collaborate on the development of communications (internal/external) to include content, drafting, revising, and distribution.

Communicate and coordinate with staff and leadership to ensure operational issues impacting service quality are escalated, communicated, and resolved in an expedient fashion.Unit-Specific

Foster a learning organization; demonstrates curiosity, adaptability, and flexibility.

Champion and positively impact diversity in the workplace and community.

Build a customer-focused culture that is built upon collaboration, inclusion, innovation, and empowerment.

Recognize that IT is bigger than UWB-IT; build relationships and collaborate with our colleagues across UW; find ways to leverage existing services, products, applications, and tools.

As a member of the IT Leadership Team, adhere to, support, and hold your “first team” accountable to the defined group norms.

Support and demonstrate UW Bothell’s Collaboration Principles

Utilize data to inform decisions regarding staffing, purchases, services, and process changes. MINIMUM REQUIREMENTS

Bachelor's degree in computer science, information technology, liberal arts or a related field.

Minimum 3 years of experience supervising staff, leading technical projects, or equivalent combination of supervisory and leadership experience.

Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration. ADDITIONAL REQUIREMENTS

Demonstrate curiosity, adaptability, and flexibility.

Champion and positively impact diversity in the workplace and community.

Build a customer-focused culture that is built upon collaboration, inclusion, innovation, and empowerment.

Desire to keep current with new technologies, skills, methods, and best practices.

Demonstrate effective communication skills (e.g., diplomacy, influence, negotiation, conflict resolution).

Promote open communication in a manner that builds relationships; develop and foster strong relationships with customers, vendors, and partners. DESIRED QUALIFICATIONS

2+ years’ experience in a customer-facing support role.

Experience with technology support (e.g., helpdesk) and/or technical troubleshooting.

Experience supporting Mac OS, Microsoft OS, Office 365, and desktop management technologies.

Understanding of relevant security, privacy, and compliance requirements (e.g., FERPA).

Familiarity with ticketing systems, metrics, and management (ServiceNow experience a plus). CONDITIONS OF EMPLOYMENT Position is mainly on-site. Some evening and weekend work may be required to cover shifts and for training. Application Process: The application process 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 your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are access 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.

University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.

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