University of Virginia Hiring for Manager Service Desk, Access Management, and Request Operations at Charlottesville, VA Full Time

Information Technology Services at the University of Virginia seeks an experienced, forward-thinking IT professional to serve as Manager of the ITS Help Services, Access Management and Service Request Operations teams. This is a unique and exciting opportunity to manage a dynamic team of IT professionals and a diverse portfolio of services that includes Access and Account Management/Support, Tier 1 Service Desk Operations, and IT Service Request and Fulfillment Operations. The manager participates in complex IT projects of all sizes and coordinates internally and with other organizations around UVA to support the University’s mission and enhance the overall technology experience for users.

Qualified candidates will have managerial experience in complex IT service support settings and a working knowledge of IT Service Management best practices, particularly in the areas of access and account management and service desk management.

ITS at UVA is a phenomenal place to lead, grow, and deliver impact. It’s an organization that values results and teamwork. We like the people we work with and the work we get to do. We strive to create a welcoming and supportive workplace where everyone feels empowered to be their authentic selves and share ideas. We embrace a commitment to diversity, equity, and inclusion. ITS values work-life balance and provides flexible work location options where possible. Please see additional information about joining our team.

Major Duties include:

• Oversee the University’s Tier 1 Service Desk, including vendor management and internal knowledge, processes, operations, and governance.

• Manage the Accounts and Access Management team that administers and supports central user account management and access functions, including maintenance activities, end-user support and troubleshooting of access and birthright provisioned access and other entitlements.

• Manage IT Service Request Operations team, providing end-to-end process support for network ports and wired telephone installations, and general support, maintenance and improvement of the request/fulfillment process,

• Participate in major incident management as a Technology Owner, Incident Manager or Coordinator, and service liaison.

Required Qualifications:

• High School Diploma and at least 3 years of relevant work experience

• Working knowledge of IT service management functions including incident, service desk and access/account management.

• Ability to improve complex IT processes.

• Ability to follow complex technical instructions for use of supported technologies.

• Experience managing staff, including the ability to facilitate discussion among diverse groups to reach consensus.

• Strong interpersonal and communications skills, including the ability to think and act strategically and tactically, assign and schedule tasks, and ensure completion.

• Fundamental skills in Outlook, Word and PowerPoint.

Preferred Qualifications:

• Minimum 5-7 years of experience in a related field.

• Experience planning and directing projects.

• ITILv4 Foundations and additional Intermediate ITIL certifications.

• Experience working with and using IT Service Management best practices (ie: ITIL®-based Incident, Problem, Change, Request, Release practices).

• Proficient in using a broad array of applications in a higher education environment.

• Working knowledge of business case development, user support models, and process development.

• Skills in the art of successful negotiation and mediation.

• Ability to make decisions independently and as part of a group.A Bachelors or Masters degree or equivalent work experience in Computer Science, MIS, Computer Engineering, Business Administration or a related discipline

Anticipated Hiring Range:$85,000-$110,000

Benefits Include: The choice between 3 different health plans; vision and dental insurance; life insurance; benefits savings accounts; starting with 22 days of paid time off a year in addition to 12 or more paid holidays; 8 weeks of paid parental leave; short term disability; up to $4,360 after your first year for combined use of tuition toward a degree-seeking program or up to $2,000 for professional development including classes, certification training and conferences; and more!

The selected applicant will be required to complete a background check prior to their first day of employment per university policy.

TO APPLY:

Please visit UVA job board: https://uva.wd1.myworkdayjobs.com/UVAJobs and search for “R0053135”

Complete an application online and attach:

• Cover letter to include your interest in the position and your knowledge, skills, abilities, and experiences

• Resume or CV

PROCESS FOR INTERNAL UVA APPLICANTS: Please apply through your Workday Home page, search “Find Jobs”, and search for “R0053135″.

***Please note that you MUST upload ALL documents into the CV/Resume box. Applications that do not contain all of the required documents will not receive full consideration. ***

For questions about the application process, please contact Bill Crane , Senior Academic Recruiter, [email protected]

For more information about UVA and the Charlottesville community please see www.virginia.edu/life/charlottesville and https://embarkcva.com/

PHYSICAL DEMANDS
This is primarily a sedentary job involving extensive use of desktop computers. The job does occasionally require traveling some distance to attend meetings, and programs.

The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person’s perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.