Position Announcement
Utah Valley University seeks a Director of the Enterprise Service Desk to join its innovative team, providing strategic leadership and direction under the guidance of the Associate Vice President of Partnership Solutions and Technology Support (PSTS). This pivotal role demands a visionary leader dedicated to fostering a high-performing department through effective coaching, mentorship, and daily management. The Director will ensure prompt and accurate ticket resolution, coordinating with various departments to maintain service level agreement compliance and drive service improvement initiatives. By nurturing strong communication, collaboration, and relationship-building with customers and stakeholders, the Director will regularly gather feedback to enhance service delivery and customer satisfaction. Additionally, the Director will uphold strict compliance with confidentiality procedures, federal and state laws and regulations, and institutional policies, including FERPA, ensuring the highest standards of operational excellence at UVU.

Summary of Responsibilities


Direct the Enterprise Service Desk department and team including strategic and leadership, hiring, training, coaching and mentoring, goal setting, and evaluating of the Enterprise Service Desk team members; foster a high-performing and motivated team culture; develop, maintain, and implement department processes, and tools to ensure an efficient and effective team; monitor key performance metrics and implement enhancements as needed; manage the budgets and financial resources for the Service Desk including procurement of tools and technologies.
Direct, manage, and participate in the activities of the Enterprise Service Desk efforts; direct and evaluate the reactive (tier 1) support activities for students, faculty, staff, and the public through phone calls, chats, emails, and face to face contact; utilize and assist in the development and coordination of the self-serve support documentation and procedures (tier 0); ensure prompt request resolutions through collaboration with the operations team to track and resolve incidents and problems as they arise.
Maintain agreed on escalation processes in the service model set forth by Digital Transformation and closely coordinate with subject matter experts across campus including Student Affairs, Digital Transformation, Academic Affairs, and other divisions of the University; effectively communicate and build strong relationships with all stakeholders across campus regarding all Service Desk related issues; supervise the creating and maintenance of reports, training materials, and support documentation used by the Service Desk team and other stakeholders across campus.
Maintain policies and procedures for Enterprise Service Desk. Ensure compliance with confidentiality procedures, including federal and state laws and regulations, and institutional policies, including FERPA.
Minimum Qualifications
Graduation from an accredited institution with a bachelor's degree in a related discipline plus three years of staff level experience or an equivalent combination of education and/or experience related to the Summary of Duties totaling seven years.

Knowledge, Skill, and Abilities
Knowledge

Knowledge of IT service management frameworks and best practices, particularly ITIL.
Knowledge and understanding of service desk operations, ticket management, and incident resolution processes.
Knowledge of customer relationship service desk software and systems.
Knowledge of industry trends and emerging technologies in service desk management.
Knowledge of and understanding of compliance procedures, including federal and state regulations, and institutional policies.
Knowledge of budgeting and resource management principles.
Skills
Leadership skills to provide strategic direction and manage a team effectively.
Excellent communication and interpersonal skills for engaging with customers, stakeholders, and team members.
Strong problem-solving and analytical skills to identify and resolve issues promptly.
Ability to analyze and interpret key performance metrics to drive continuous improvement.
Project management skills to coordinate and implement enhancements to service desk operations.
Attention to detail and organizational skills to manage multiple tasks and priorities effectively.
Strong customer service orientation to ensure a positive customer experience.
Abilities
Ability to provide leadership and mentorship to develop a high-performing service desk team.
Ability to align department strategies with organizational objectives and long-term plans.
Effective decision-making skills to manage incidents, escalations, and service level agreements.
Ability to build and maintain positive relationships with customers and stakeholders.
Adaptability and willingness to stay up-to-date with industry trends and emerging technologies.
Ability to manage budgets, resources, and procurement of tools and technologies efficiently.
Ability to maintain confidentiality and ensure compliance with regulations and policies.