Utah Valley University
Lead Customer Experience - Enterprise Service Desk
Utah Valley University, Provo, Utah, us, 84605
Salary:
$16.95 - $19.94 Hourly Location :
800 W University Parkway, Orem Job Type:
Part-Time Staff Job Number:
FY2604695 Division:
VP Digital Transformation/CIO Department:
Enterprise Infrastructure Opening Date:
08/01/2025 Closing Date:
8/13/2025 11:59 PM Mountain Required Documents Needed to Apply:
Resume Applicant Support:
1-855-524-5627
Support@schooljobs.com
Position Announcement Join Utah Valley University as a Service Desk Team Lead and play a vital role in delivering high-quality IT support that empowers students, faculty, and staff. In this position, you will mentor and support a team of technicians, ensuring they meet service level expectations and maintain a high standard of customer service. You'll be instrumental in monitoring performance, maintaining accurate documentation, and serving as a secondary point of contact for complex technical issues and escalated concerns.
This is a great opportunity for someone who enjoys fostering team development, improving support processes, and contributing to a positive and efficient service environment. You'll collaborate closely with management to support strategic initiatives, enhance communication, and ensure operational compliance. If you're a proactive problem-solver with a passion for technology and team leadership, UVU offers a supportive and engaging environment where your skills can make a meaningful impact.
Summary of Responsibilities
Quality Monitoring:
Maintain quality standards within the Enterprise Service Desk. Monitor and assess technician performance and provide feedback to improve call handling skills. Track technician availability, ensuring that the call center has adequate coverage. Promote compliance with SLAs and report breaches and help to ensure the tickets are resolved in a timely manner when breaches are found. Ensure Knowledge Base is up to date and accurate. Provide Management with items that need to be updated in the Knowledge Base. Act as a bridge between the technicians and management to increase effective communication. Identify training needs of the technicians, or operational issues to give to management. Promote compliance with confidentiality procedures, including federal and state laws and regulations, and institutional policies, including FERPA. Second Point of Contact for Troubleshooting and Issue Resolution:
Serve as the secondary point of contact for students, faculty, staff, and public seeking technical assistance or reporting incidents when we are in queue. Provide prompt support and fill in for the Shift Leads when they are on break or out of the office. Secondary point of contact for addressing customer escalations and resolving complex issues. Aid technicians when they encounter challenging calls or face technical difficulties. Demonstrates high proficiency of knowledge in Enterprise Service Desk subject matter. Operational Work and Continuous Improvement:
Manage and monitor tickets assigned to the Enterprise Service Desk. Assist Team Leads in any day-to-day processes that they stand in need of help with. Responsible for promoting continuous improvement initiatives within the call center. Proactively identify areas for process optimization, efficiency improvements, and customer service enhancements. Collaborate with the management team to implement new strategies, tools, and technologies that can improve overall call center performance. Analysis and Performance/Customer Experience Reporting:
Assist the Quality Assurance Assistant in generating and analyzing various reports related to Enterprise Service Desk performance, such as call volume, average handling time, service level agreements SLAs, and customer satisfaction. Utilize reporting and data to assess individual and team performance, identify trends, and collaborate with management to enhance team performance. Play a role in identifying areas of improvement within the Enterprise Service Desk. Collaborate with management to develop or refine processes, surveys, and dashboards to enhance the overall customer experience and efficiency of the Enterprise Service Desk. Analyze customer feedback, complaints, and survey data to identify areas for enhancing the overall customer experience. Project Work and Collaboration:
Responsible for assisting Assistant Directors with any assigned project work. Participate in collaboration meetings with technical leads and management to ensure consistency in evaluation methods and scoring. Participate in team meetings to promote updates, changes, and important information from management. Perform other job-related duties as assigned. Qualifications / Licenses / Certifications
Graduation from a standard senior high school or the equivalent and two years of any combination of computer related education and/or technical support and customer service experience related to the Summary of Duties.
Preferred Qualifications: Currently working at the Enterprise Service Desk. Knowledge / Skills / Abilities
Knowledge
High proficiency of knowledge in Enterprise Service Desk subject matter. Familiarity with quality standards, call monitoring techniques, and feedback methodologies. Awareness of federal/state laws (e.g.; FERPA) and institutional privacy/confidentiality policies. Deep understanding of the technologies, systems, and software supported by the Enterprise Service Desk. Knowledge of ticketing systems, escalation procedures, and troubleshooting best practices. Skills Analytical and critical thinking skills. Customer service and interpersonal skills. Skills in active listening and comprehension. Verbal and written communication skills. Skills in documentation and record-keeping. Skills in conflict-management and de-escalation techniques. Abilities Ability to mentor and lead a team of peers. Ability to work both independently and as part of 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 remain calm and patient in challenging situations. 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. Utah Valley University's dedication to exceptional care offers quality service and benefits to employees while staying committed to meeting the needs of a diverse workforce.
Although part-time and adjunct (less than 30 hours per week) employees are ineligible from the full-time employee benefits package, the university is pleased to offer the following:
Undergraduate tuition remission benefit:
Part-time: waives 100 percent of tuition and general student fees for up to 3 credit hours or 1 course after 6 consecutive months of employment
and
a minimum of 480 hours worked (dependents do not qualify) Adjunct: waives 100 percent of tuition and general student fees for one course per semester in which there is an active teaching assignment at the university (dependents do not qualify)
Access to the Employee Assistance Program (EAP) Access to Campus Recreation and Wellness Exclusive cash rewards through Utah Community Credit Union's (UCCU) branch on UVU's campus when becoming a member
01
Do you meet the minimum requirements for this position as outlined: Graduation from a standard senior high school or the equivalent and two years of any combination of computer related education and/or technical support and customer service experience related to the Summary of Duties.
Yes No
02
What is your highest level of education?
High School or equivalent Associates Bachelors Masters Ph.D. Ph.D. (abd) Juris Doctorate
03
How many years of experience do you have in this type of position?
1 2 3 4 5 6 7 8+
Required Question
$16.95 - $19.94 Hourly Location :
800 W University Parkway, Orem Job Type:
Part-Time Staff Job Number:
FY2604695 Division:
VP Digital Transformation/CIO Department:
Enterprise Infrastructure Opening Date:
08/01/2025 Closing Date:
8/13/2025 11:59 PM Mountain Required Documents Needed to Apply:
Resume Applicant Support:
1-855-524-5627
Support@schooljobs.com
Position Announcement Join Utah Valley University as a Service Desk Team Lead and play a vital role in delivering high-quality IT support that empowers students, faculty, and staff. In this position, you will mentor and support a team of technicians, ensuring they meet service level expectations and maintain a high standard of customer service. You'll be instrumental in monitoring performance, maintaining accurate documentation, and serving as a secondary point of contact for complex technical issues and escalated concerns.
This is a great opportunity for someone who enjoys fostering team development, improving support processes, and contributing to a positive and efficient service environment. You'll collaborate closely with management to support strategic initiatives, enhance communication, and ensure operational compliance. If you're a proactive problem-solver with a passion for technology and team leadership, UVU offers a supportive and engaging environment where your skills can make a meaningful impact.
Summary of Responsibilities
Quality Monitoring:
Maintain quality standards within the Enterprise Service Desk. Monitor and assess technician performance and provide feedback to improve call handling skills. Track technician availability, ensuring that the call center has adequate coverage. Promote compliance with SLAs and report breaches and help to ensure the tickets are resolved in a timely manner when breaches are found. Ensure Knowledge Base is up to date and accurate. Provide Management with items that need to be updated in the Knowledge Base. Act as a bridge between the technicians and management to increase effective communication. Identify training needs of the technicians, or operational issues to give to management. Promote compliance with confidentiality procedures, including federal and state laws and regulations, and institutional policies, including FERPA. Second Point of Contact for Troubleshooting and Issue Resolution:
Serve as the secondary point of contact for students, faculty, staff, and public seeking technical assistance or reporting incidents when we are in queue. Provide prompt support and fill in for the Shift Leads when they are on break or out of the office. Secondary point of contact for addressing customer escalations and resolving complex issues. Aid technicians when they encounter challenging calls or face technical difficulties. Demonstrates high proficiency of knowledge in Enterprise Service Desk subject matter. Operational Work and Continuous Improvement:
Manage and monitor tickets assigned to the Enterprise Service Desk. Assist Team Leads in any day-to-day processes that they stand in need of help with. Responsible for promoting continuous improvement initiatives within the call center. Proactively identify areas for process optimization, efficiency improvements, and customer service enhancements. Collaborate with the management team to implement new strategies, tools, and technologies that can improve overall call center performance. Analysis and Performance/Customer Experience Reporting:
Assist the Quality Assurance Assistant in generating and analyzing various reports related to Enterprise Service Desk performance, such as call volume, average handling time, service level agreements SLAs, and customer satisfaction. Utilize reporting and data to assess individual and team performance, identify trends, and collaborate with management to enhance team performance. Play a role in identifying areas of improvement within the Enterprise Service Desk. Collaborate with management to develop or refine processes, surveys, and dashboards to enhance the overall customer experience and efficiency of the Enterprise Service Desk. Analyze customer feedback, complaints, and survey data to identify areas for enhancing the overall customer experience. Project Work and Collaboration:
Responsible for assisting Assistant Directors with any assigned project work. Participate in collaboration meetings with technical leads and management to ensure consistency in evaluation methods and scoring. Participate in team meetings to promote updates, changes, and important information from management. Perform other job-related duties as assigned. Qualifications / Licenses / Certifications
Graduation from a standard senior high school or the equivalent and two years of any combination of computer related education and/or technical support and customer service experience related to the Summary of Duties.
Preferred Qualifications: Currently working at the Enterprise Service Desk. Knowledge / Skills / Abilities
Knowledge
High proficiency of knowledge in Enterprise Service Desk subject matter. Familiarity with quality standards, call monitoring techniques, and feedback methodologies. Awareness of federal/state laws (e.g.; FERPA) and institutional privacy/confidentiality policies. Deep understanding of the technologies, systems, and software supported by the Enterprise Service Desk. Knowledge of ticketing systems, escalation procedures, and troubleshooting best practices. Skills Analytical and critical thinking skills. Customer service and interpersonal skills. Skills in active listening and comprehension. Verbal and written communication skills. Skills in documentation and record-keeping. Skills in conflict-management and de-escalation techniques. Abilities Ability to mentor and lead a team of peers. Ability to work both independently and as part of 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 remain calm and patient in challenging situations. 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. Utah Valley University's dedication to exceptional care offers quality service and benefits to employees while staying committed to meeting the needs of a diverse workforce.
Although part-time and adjunct (less than 30 hours per week) employees are ineligible from the full-time employee benefits package, the university is pleased to offer the following:
Undergraduate tuition remission benefit:
Part-time: waives 100 percent of tuition and general student fees for up to 3 credit hours or 1 course after 6 consecutive months of employment
and
a minimum of 480 hours worked (dependents do not qualify) Adjunct: waives 100 percent of tuition and general student fees for one course per semester in which there is an active teaching assignment at the university (dependents do not qualify)
Access to the Employee Assistance Program (EAP) Access to Campus Recreation and Wellness Exclusive cash rewards through Utah Community Credit Union's (UCCU) branch on UVU's campus when becoming a member
01
Do you meet the minimum requirements for this position as outlined: Graduation from a standard senior high school or the equivalent and two years of any combination of computer related education and/or technical support and customer service experience related to the Summary of Duties.
Yes No
02
What is your highest level of education?
High School or equivalent Associates Bachelors Masters Ph.D. Ph.D. (abd) Juris Doctorate
03
How many years of experience do you have in this type of position?
1 2 3 4 5 6 7 8+
Required Question