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 is Committed to attracting and retaining a diverse staff, your experiences, perspectives and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.
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. All of which has allowed the UW to be nationally recognized as a “Great College to Work For” for six consecutive years.
UW Information Technology (UW-IT) is the central information technology organization for the University of Washington, responsible for strategic planning, oversight, and direction of the UW’s IT infrastructure, resources, and services. UW-IT provides critical technology support to all three campuses, UW Medicine, and research operations around the world. UW-IT partners with the UW community to enable innovation, learning, discovery, and service.
UW-IT Customer Service & Support (CSS) is a full-service organization providing 24x7x365 support to UW faculty, staff, and students within the ITIL service management framework. We are the liaisons between UW-IT and the University, representing UW-IT and advocating on behalf of our customers. CSS operates the Service Center assisting the UW community; monitors and troubleshoots University systems and applications; and collaborates with UW partners to develop strategic customer solutions. CSS leads UW-IT customer experience efforts to ensure customer interactions consistently produce positive outcomes.
UW-IT has an outstanding full time opportunity for a Technology Manager of Customer Service and Support (CSS).
The Technology Manager of Customer Service and Support (CSS) is responsible for managing a team of senior computer specialists whose focus is providing technical support to customers that have been escalated by the service desk. This position works with service owners and managers to provide high quality, timely information on collaboration tools (Microsoft, Google), Microsoft Office Suite, MS Exchange email and calendaring, VPN services, enterprise storage services, managing workstations with Active Directory and SCCM, Unix infrastructure maintenance and software distribution. The Technology Manager partners with UW-IT service owners and managers, utilizing industry standard ITIL practices to assist in the design and delivery and support of those services.
Bachelor’s Degree in Computer Science, Engineering, or related field or experience.
Minimum four years’ experience managing IT service support teams.
Experience providing direct customer support in an enterprise help desk or service desk environment responsible for self-service, request fulfillment, incident management, problem and change resolution.
Broad knowledge of software technologies with experience supporting a variety of productivity and email solutions on Microsoft Windows and Apple Macintosh systems for a diverse customer base consisting of personnel with various skill levels and technical backgrounds.
Demonstrates an understanding of handling confidential material.
Demonstrates the ability to work with minimal supervision both independently and in a collaborative team environment.
Successful in working in a fast-paced environment; ability to manage varied workload under pressure and time constraints, including escalation when appropriate.
Demonstrates excellent written/oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities.
Demonstrated ability to communicate on technical subjects effectively with non-technical faculty and staff.
Demonstrates excellent customer service skills driven by a desire to empower customer success and strong problem ownership orientation.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Demonstrates the ability to collaborate with diverse groups of co-workers, colleagues and customers across multiple organizations while under the policies and constraints of a large public entity.
Working in a service-oriented organization.
ITIL Foundations V3 or V4 certification.
IT project management experience.
Demonstrates success tracking and responding to KPIs and other metrics-based productivity analysis.
Experience with Microsoft Windows Active Directory, Powershell scripting, shared file services and access control via groups, Unix tools, Linux, PERL, Drupal, Wordpress, spreadsheet and wiki applications, and an enterprise-level Service
Management tool such as ServiceNow.
Automation or improving recurring request fulfillment tasks, e.g. imaging workstations, using or writing powershell to query a database for multiple user’s information.
CONDITIONS OF EMPLOYMENT:
Work in an open office environment and contribute to collaborative team work focused on problem-solving. Daily interactions with other team members, subject matter experts and stakeholders at all levels of the organization. While the general working hours are within Monday through Friday, 8 a.m.-5 p.m., the Technology Manager will, on occasion, need to adjust hours to accommodate the business needs and deadlines.
This position is eligible for flexible remote work.
This is an essential position and is required to report to work remotely when UW suspends operations.
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.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.