Dir,Core IT Svcs

University of New Mexico • Albuquerque, NM

428d • $13,900 - $116,542 • Remote

About The Position

The University of New Mexico Information Technologies (UNM IT) is seeking a Director of IT Customer Support Services to lead and manage a team that provides integrated IT support for the university's community. This role involves overseeing service delivery, incident management, and customer care, while collaborating with IT leadership to align services with institutional needs. The ideal candidate will have extensive experience in IT Service Management (ITSM) and a strong understanding of the ITIL framework, focusing on enhancing user experience and service quality.

Requirements

• Bachelor's degree; at least 7 years of experience directly related to the duties specified.
• ITIL certification.
• Experience directing and managing a multifaceted customer support unit.
• Excellent communication and interpersonal skills.
• Customer service and process-oriented service development experience.

Nice To Haves

• Master's degree
• University or higher education experience.
• Customer service and/or help desk certification.
• Experience with developing and executing SLA's/OLA's.
• Familiar with Baldridge Quality Excellence framework.

Responsibilities

• Direct and coordinate all operations, projects, and programs within the Service Desk team.
• Ensure that all Service Desk interactions and incidents are handled efficiently, providing exceptional support to users.
• Implement and monitor key performance indicators (KPIs) to measure the effectiveness of the Service Desk team.
• Lead initiatives to improve first contact resolution (FCR) rates within the IT Service Desk.
• Analyze call data, ticket trends, and user feedback to identify root causes of repeat contacts.
• Optimize knowledge base resources and training to empower IT support staff.
• Develop, implement, and maintain ITIL-based service management processes.
• Ensure service level agreements (SLAs) are met and develop action plans for service quality improvement.
• Direct the development and maintenance of policies and objectives for the Service Desk.
• Lead the design and implementation of process improvement strategies to enhance service delivery.
• Develop and manage the annual operating budget for the Service Desk.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Educational benefits through tuition remission and dependent education programs.

What This Job Offers

• Job Type: Part-time
• Career Level: Senior
• Industry: Educational Services
• Education Level: Bachelor's degree