WESTERN GOVERNORS UNIVERSITY
Director, Service Desk Operations
WESTERN GOVERNORS UNIVERSITY, Salt Lake City, Utah, United States, 84193
WESTERN GOVERNORS UNIVERSITY
Director, Service Desk Operations
SALT LAKE CITY, Utah 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 Service Desk Director leads the organization responsible for: Ensuring all technical support needs are met for students and staff while maintaining service levels and customer satisfaction. This is done either directly through the Service Desk or in partnership with other internal and external support organizations. Overseeing communication to stakeholders in the case of outages or other technology events that impact students and staff. Identifying the root cause of support requests, identifying solutions to address root causes, and supplying the data product development teams require to prioritize and implement improvements. Working with learning resource providers to solve technical issues with their offerings that impede student progress. The Service Desk Director is also specifically responsible for: Leading the efforts to develop a mature ITIL operating culture across our service delivery organizations. Acting as the ITIL practice owner for Incident Management and Service Desk. Acting as the product owner for our IT service management platform (ServiceNow). Developing operating standards that will be adopted across all student care centers. Developing and managing a department budget. Hiring and developing a top-performing management team. Creating a professional development culture that maintains low attrition and promotes top performers into other departments. Developing strategic plans and operating plans for the Service Desk. Directing the execution of strategic initiatives through his or her management team. Assisting in strategic planning for Student Care, Education Technology, and University Operations. Designing a solution that will shift staff support from synchronous to asynchronous channels while maintaining satisfaction levels and improving responsiveness. The Service Desk Director is measured by his or her ability to set and lead their organization to meet high-bar targets for: Support cost per student Student and staff satisfaction Total time to resolve incidents and requests Service level agreements Low employee attrition Employee skill development Employee career development Minimum Qualifications: 5+ years of experience managing in a contact center, help desk, customer success, or site support organization. ITIL certification Bachelor's degree in business, technology, or a relevant field. Preferred Qualifications: ServiceNow certification Contact center administrator or architect certification Industry-recognized certifications in desktop, network, and security operations support. Working Conditions:
This job is located in an office environment. There are minimal travel requirements. The successful candidate must be capable of occasionally working at home with a reliable, high-speed internet. Western Governors University is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, or any other classification protected by federal, state, or local law.
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Director, Service Desk Operations
SALT LAKE CITY, Utah 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 Service Desk Director leads the organization responsible for: Ensuring all technical support needs are met for students and staff while maintaining service levels and customer satisfaction. This is done either directly through the Service Desk or in partnership with other internal and external support organizations. Overseeing communication to stakeholders in the case of outages or other technology events that impact students and staff. Identifying the root cause of support requests, identifying solutions to address root causes, and supplying the data product development teams require to prioritize and implement improvements. Working with learning resource providers to solve technical issues with their offerings that impede student progress. The Service Desk Director is also specifically responsible for: Leading the efforts to develop a mature ITIL operating culture across our service delivery organizations. Acting as the ITIL practice owner for Incident Management and Service Desk. Acting as the product owner for our IT service management platform (ServiceNow). Developing operating standards that will be adopted across all student care centers. Developing and managing a department budget. Hiring and developing a top-performing management team. Creating a professional development culture that maintains low attrition and promotes top performers into other departments. Developing strategic plans and operating plans for the Service Desk. Directing the execution of strategic initiatives through his or her management team. Assisting in strategic planning for Student Care, Education Technology, and University Operations. Designing a solution that will shift staff support from synchronous to asynchronous channels while maintaining satisfaction levels and improving responsiveness. The Service Desk Director is measured by his or her ability to set and lead their organization to meet high-bar targets for: Support cost per student Student and staff satisfaction Total time to resolve incidents and requests Service level agreements Low employee attrition Employee skill development Employee career development Minimum Qualifications: 5+ years of experience managing in a contact center, help desk, customer success, or site support organization. ITIL certification Bachelor's degree in business, technology, or a relevant field. Preferred Qualifications: ServiceNow certification Contact center administrator or architect certification Industry-recognized certifications in desktop, network, and security operations support. Working Conditions:
This job is located in an office environment. There are minimal travel requirements. The successful candidate must be capable of occasionally working at home with a reliable, high-speed internet. Western Governors University is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, or any other classification protected by federal, state, or local law.
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