Careers

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 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 utilizing the ITIL service management framework to assist UW faculty, staff, and students. 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 efforts on customer experience to ensure that all customer interactions with UW-IT consistently produce positive outcomes. Customer experience encompasses more than customer service, representing the perceptions and related feelings a customer experiences based on the one-off and cumulative effort of interactions with UW-IT employees, communication channels, services, and support.

UW-IT Customer Service & Support (CSS) values and commits to diversity, equity, and inclusion as a means to promote individual growth, professional excellence, cultural intelligence, and success within our community. CSS fosters a climate of mutual respect; applying innovative solutions drawing upon our strengths.

The director of the Technology Service Center reports to the Assistant Vice President for Customer Service and Support (CSS) and is responsible for the strategic direction and operation of the Technology Service Center (TSC). Adhering to service management best-practices within the ITIL framework, the director leads their staff in the TSC as they handle Request Fulfillment, Incident Management, and Tier 1 and 2 support of UW-IT services to the University of Washington's three campuses and our global departments and researchers.

REQUIREMENTS

Bachelor’s Degree in Business, communications or related field or experience.

Minimum four years of management experience

Experience supporting an enterprise help desk

Experience with strategic planning for a unit, program or department

Ability to demonstrate clarity of thought and expression to influence and win confidence from organizational leaders and key constituencies

Ability to reinforce consistent customer experiences and processes in a large scale, complex environment

Excellent written/oral communication skills, user liaison skills, and personal interaction abilities

Must be able to work on site a minimum of 4 days per month.

Equivalent education and/or experience may substitute for minimum requirements.

DESIRED

ITIL Foundations certified

Knowledge of call center technologies and tools

In-depth knowledge of Service Management concepts, experience in Owner/Manager roles for Processes/Practices and Services, and related tools

Experience managing external and internal clients

Self-motivated, driven individual who is comfortable working in a fast-paced environment

Able to work well under pressure and within time constraints in a professional and courteous manner

Able to handle multiple projects with changing priorities simultaneously

Excellent time management skills

Experience with business case development and project management

Knowledge of higher education institutions and interests

Experience managing high value vendor contracts with a critical eye for contract language

Familiarity with data privacy laws at the state, federal and international levels  

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 Monday through Friday, 8 a.m.-5 p.m., the Director of the Technology Service Center will, on occasion, need to adjust hours to accommodate the business needs and deadlines. 

Hybrid office environment.

Open office environment

Under Gov. Inslee’s proclamation, full COVID-19 vaccination became a condition of employment at the University of Washington effective Oct. 18, 2021.

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.