ASSISTANT DIRECTOR FOR DESKTOP SUPPORT

$86,400 - $106,800/Yr

University of Washington - Bothell, WA

Full-time - Mid Level

Hybrid - Bothell, WA

Educational Services

About the position

The Assistant Director for Desktop Support at the College of Arts & Sciences is a hands-on leadership role responsible for overseeing the Tier 1 Service Desk Team. This position involves managing daily operations, providing technical support, and implementing service management practices to enhance user experience for faculty and staff. The role requires strong technical acumen and leadership skills to guide a diverse team in delivering effective computing services across the college.

Responsibilities

• Provide technical leadership for the CAS IT Tier 1 Service Desk Team.
• Manage and mentor student and IT staff providing support to the College and departments.
• Handle procurement of goods and services for the Dean's office and departments.
• Manage licensing for specialty software and maintain inventory of CAS equipment.
• Support operational and technical consultations for computer hardware and software deployment.
• Troubleshoot and advise faculty and staff in the Dean's Office and Academic CAS Departments.
• Act as the escalation point for high-touch administrators on desktop support issues.
• Manage hardware from deployment to disposition for all administrators and staff.
• Communicate complex technical concepts clearly to non-technical users.
• Ensure compliance with UW Data Protection and Security policies.

Requirements

• Bachelor's Degree in Information Science/Systems, Computer Science, or a related field, or equivalent experience.
• 3-4 years relevant work experience in a leadership or equivalent role.
• Experience with a wide variety of hardware including desktop/laptop Macs and PCs, phones/tablets, and printers.
• Experience using and managing Microsoft Windows Server, Windows 10/11, Microsoft Office 365, and Active Directory.
• Experience using and managing MacOS/iOS.

Nice-to-haves

• ITIL Certification.
• Experience working in Higher Education.
• Experience with procurement systems, particularly Workday and GHX.
• Experience with ticketing systems, particularly ServiceNow.
• Experience with SharePoint and GSuite.
• Experience with Microsoft MDT, DISM, JAMF or equivalent software imaging tool.

Benefits

• Generous benefits and work/life programs.
• Professional growth opportunities.
• Unique resources in a diverse and intellectually stimulating environment.