Specialist, IT Service Improvement

Western Governors University

Salt Lake City, UT

ID: 7057012
Posted: April 17, 2019

Job Description

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The IT Service Improvement Specialist works closely with other teams in the IT department to identify and exploit opportunities for improving the delivery of IT services. These duties include 1-on-1 coaching, reporting and analytics, identifying trends, and ensuring best practices are spread throughout the IT department. IT Service Improvement Specialists work with leadership and training personnel to ensure consistent messaging and alignment with departmental and University goals. The IT Service Improvement Specialist must be able to build and maintain good working relationships with leadership, project teams, and subject matter experts. He or she must be able to effectively prioritize many different projects and tasks to deliver effective and dynamic results under tight deadlines.

Creates and enforces quality control measures and guidelines for IT Service Desk personnel
Conducts regular 1-on-1 coaching with IT Service Desk and other IT Service Delivery team members; identifies opportunities for improvement and creates personalized development plans.
Performs regular call monitoring and ticket reviews of Service Desk technicians
Produces performance reports and reviews them with individual agents and the Training Manager
Identifies areas of weakness and coordinates additional training as needed for improvement
Provides feedback to IT leadership, as well as other university departments, regarding customer satisfaction or support breaches
Creatively applies reporting and analytics tools to identify new avenues to improve delivery of IT Services; work with other IT teams to address identified opportunities.
Required Skills:

Effective leadership skills
Exceptional verbal and written communication skills
Ability to a manage numerous concurrent projects and initiatives and weigh priorities against IT Department and University goals
Performs other job duties as assigned


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