Assistant Director-Service Desk Enrollment Management

Assistant Director-Service Desk Enrollment Management


Salary: $53,223.00 - $71,053.00 Annually
Job Type: FT Exempt Salaried Staff
Job Number: FY2402456
Closing: 3/28/2024 11:59 PM Mountain
Location: 800 W University Parkway, Orem
Division: VP Digital Transformation/CIO

Position Announcement

This position supports the coordination between the areas of Enrollment Management and the Enterprise Service Desk.

A successful candidate will possess a deep understanding and knowledge of financial aid, admissions, registration, and other academic processes. Given the importance of student privacy, a strong grasp of FERPA laws and guidelines is needed.

An understanding of each of these subjects will ensure the seamless integration and functionality of our enrollment management and technological infrastructure coordination. Your responsibilities will extend to effective team management, conducting insightful one-on-one sessions, and providing leadership in the absence of the Director.

Summary of Responsibilities

• Leadership and Monitoring Day-to-Day Operations: Responsible for providing leadership and guidance to the technicians of the Enterprise Service Desk. Monitor the daily tasks of the technicians to ensure high-quality customer support and service. Provide support, instruction, and assistance in the resolution of issues that arise. Troubleshoot and resolve complex issues as needed. Participate in hiring committees and make recommendations for the hiring of new technicians. Conduct and participate in monthly staff meetings, providing updates and training to the team as needed.
• Department-Facing Documentation: Maintain the internal knowledge base for the Enterprise Service Desk. Conduct regular reviews of articles, ensuring they are accurate and up-to-date. Identify topics not covered by existing articles, and work with subject matter experts to gather information and documentation to be consolidated into new articles to be utilized by technicians. Maintain awareness of new systems or upcoming changes, ensuring proper documentation is available to technicians.
• Training and Development: Provide training for new hires and facilitate ongoing training for existing team members. Mentor and equip technicians with the necessary knowledge to handle incidents and service requests effectively. Analyze statistics and surveys provided from the QA Specialist to identify areas for improvement and training opportunities.
• Ticket and Service Level Agreement Management: Oversee the processing of tickets within the Enterprise Service Desk. Review tickets for proper and accurate documentation. Ensure timely resolution and escalate tickets to appropriate divisions as needed. Responsible for technicians' meeting of service level agreements with stakeholders. Monitor SLA performance, identify areas of improvement, and implement corrections as needed. Serve as a liaison between the Enterprise Service Desk and other teams within the institution through effectively communication, collaboration, and relationship-building.
• Continuous Improvement: Guide continuous improvement initiatives within the Enterprise Service Desk. Attend trainings to implement best practices, identify opportunities for automation and streamlining, and stay up-to-date on industry trends and technologies to enhance employee and customer experience.
• Compliance and Confidentiality: Assist and maintain polices and procedures for Enterprise Service Desk. Ensure compliance with confidentiality procedures, including federal and state laws and regulations, and institutional policies, including FERPA. Perform other job related duties as assigned.

Minimum Qualifications

Graduation from an accredited college or university with a bachelor's degree in a directly related field and two years experience related to the Summary of Duties or a combination of education and/or experience totaling six years.

Knowledge, Skill, and Abilities

Knowledge

• Subject matter expert level of knowledge in Enterprise Service Desk topics.
• Knowledge in troubleshooting complex issues, hardware, software, network, and application-related issues.
• Knowledge in ticket management and processing.
• Knowledge of security best practices and confidentiality.
• Knowledge of higher education processes and procedures.
• Understanding of knowledge base best practices.
• Knowledge in continuous improvement applications.

Skills

• Analytical and critical thinking skills.
• Customer service and interpersonal skills.
• Skills in active listening and comprehension.
• Verbal and written communication skills.
• Proficient in technical documentation, record-keeping, and article-writing.
• Skills in conflict-management and de-escalation techniques.
• Attention to detail, accuracy, and organize information effectively

Abilities

• Ability to lead and mentor a team.
• Ability to multi-task and practice time management.
• Ability to work well with people of diverse personalities and backgrounds.
• Ability to communicate technical concepts to non-technical users.
• Ability to provide training at an individual or team level.
• Ability to remain calm and patient in challenging situations.
• Ability to provide constructive feedback.

EEO Statement:

UVU employment decisions are made on the basis of an applicant's qualifications and ability to perform the job without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age (40 and over), disability, veteran status, pregnancy, childbirth, or pregnancy-related conditions, genetic information, or other bases protected by applicable federal, state, or local law.



To apply, please visit https://www.schooljobs.com/careers/uvu/jobs/4439072/assistant-director-service-desk-enrollment-management




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