Job Details

Assistant Supervisor- ESD

Position Number: 7278602
Location: Orem, UT
Position Type: Computing - Support and Training

Assistant Supervisor- ESD

Salary: $44,341.00 - $52,166.00 Annually
Job Type: FT Nonexempt Salaried Staff
Job Number: FY2606030
Closing: 7/12/2026 11:59 PM Mountain
Location: Main Campus - Orem
Division: VP Digital Transformation/CIO

Position Announcement

Join Utah Valley University's Technology Management team and play a key role in delivering exceptional IT support that impacts the entire campus community. In this position, you will help oversee the daily operations of the Enterprise Service Desk, support service quality and performance initiatives, and collaborate with technology professionals to ensure reliable, efficient, and customer-focused service delivery. This role provides valuable experience in IT operations, leadership support, process improvement, and service management within a dynamic higher education environment.

This opportunity is ideal for individuals who enjoy problem-solving, teamwork, and driving operational excellence. You'll gain hands-on experience with service performance monitoring, staff coordination, information security best practices, and compliance standards while contributing to a culture of accountability and continuous improvement. At UVU, you'll have the chance to develop professionally, strengthen leadership skills, and make a meaningful impact on the technology services that support student success and university operations.

Summary of Responsibilities

Operational Coordination & Performance Monitoring: Coordinate daily operational performance of the Enterprise Service Desk. Monitor queue health, staffing coverage, and SLA adherence. Support Technician Leads in maintaining proactive queue management and technician oversight. Identify performance gaps and recommend corrective actions to leadership. Reinforce documentation standards and ticket quality expectations. Maintain the Enterprise Service Desk's quality standards. Promote compliance with confidentiality procedures, including federal and state laws and regulations, as well as institutional policies such as FERPA.
Leadership Support & Team Alignment: Provide operational guidance to Technician Leads. Support consistency in productivity, responsiveness, and follow-through expectations. Conduct regular performance-focused check-ins and provide feedback. Recommend performance improvement actions for technicians and technician leads to the Assistant Directors.
Continuous Improvement & Project Support: Identify operational inefficiencies and recommend workflow improvements. Support reporting efforts through metric tracking and performance summaries. Assist in standardizing operational practices and documentation processes. Participate in collaboration meetings with other leadership within the Enterprise Service Desk.
Escalation & SLA Support: Serve as a second point of contact and escalation resource beyond Technician Leads when needed. Identify potential SLA risks and notify leadership. Assist in coordinating timely responses to high-impact incidents.
Quality & Coaching Coordination: Collaborate with Assistant Directors to ensure evaluation standards remain consistent and objective. Support translating QA findings into actionable coaching plans through Technician Leads. Identify reporting opportunities and monitor the technician. performance trends, and share insights with leadership. Promote consistency in customer experience and service delivery practices. Enhance the customer experience. Bridge the gap between part-time employees and management. Other 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:

Two years working in a Service Desk environment.
Graduation from an accredited college or university with an associate's or bachelor's degree in a directly related field and two years of experience related to the Summary of Duties; OR a combination of education and/or experience.

Knowledge / Skills / Abilities

Knowledge

High proficiency in Enterprise Service Desk subject matter.
Knowledge in troubleshooting complex issues, hardware, software, network, and application-related issues.
Knowledge in ticket management.
Knowledge of security best practices and confidentiality.
Knowledge of higher education processes and procedures.
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.
Skills in documentation and record-keeping.
Skills in conflict management and de-escalation techniques.
Attention to detail, accuracy, and effective organization of information.

Abilities

Ability to mentor and lead a team.
Ability to work both independently and as part of a team.
Ability to multitask and practice time management.
Ability to work well with people of various personalities and backgrounds.
Ability to communicate technical concepts to non-technical users.
Ability to remain calm and patient in challenging situations.
Ability to provide training at an individual or team level.
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/5393146/assistant-supervisor-esd

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