IT Service Specialist

Salt Lake City, UT
Aug 11, 2018
Institution Type
Four-Year Institution
IT Service Specialist

Internal Applicants Only

The IT Service Improvement Specialist works closely with other teams in the Educational Technology Department to identify and exploit opportunities for improving the delivery of IT services. These duties include 1-on-1 coaching, reporting and analytics, identifying trends, and ensuring best practices are spread throughout the Educational Technology Department. IT Service Improvement Specialists work with leadership and training personnel to ensure consistent messaging and alignment with departmental and University goals. The IT Service Improvement Specialist must be able to build and maintain good working relationships with leadership, project teams, and subject matter experts. He or she must be able to effectively prioritize many different projects and tasks to deliver effective and dynamic results under tight deadlines.

  • Creates and enforces quality control measures and guidelines for IT Service Desk personnel
  • Conducts regular 1-on-1 coaching with IT Service Desk and other IT Service Delivery team members; identifies opportunities for improvement and creates personalized development plans.
  • Performs regular call monitoring and ticket reviews of Service Desk technicians
  • Produces performance reports and reviews them with individual agents and the Training Manager
  • Identifies areas of weakness and coordinates additional training as needed for improvement
  • Provides feedback to Educational Technology leadership, as well as other university departments, regarding customer satisfaction or support breaches
  • Creatively applies reporting and analytics tools to identify new avenues to improve delivery of Educational Technology Services; work with other Educational Technology teams to address identified opportunities
  • Continually identifies opportunities to drive additional student- and staff-facing IT resources to self-service
  • Champions best practices, such as ITIL and Agile; provides resources and expertise to ensure Continual Service Improvement

  • Effective leadership skills
  • Exceptional verbal and written communication skills
  • Ability to a manage numerous concurrent projects and initiatives and weigh priorities against Educational Technology Department and University goals
  • Performs other job duties as assigned

Salt Lake City, Utah, United States



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