ASSISTANT DIRECTOR FOR DESKTOP SUPPORT

$86,400 - $106,800/Yr

University of Washington - Seattle, WA

Full-time - Mid Level

Hybrid - Seattle, WA

Educational Services

About the position

The Assistant Director for Desktop Support at the University of Washington will provide technical leadership for the College of Arts and Sciences IT Tier 1 Service Desk Team. This hands-on leadership role involves managing day-to-day operations and support functions, including desktop management, service desk operations, and AV/classroom support. The position requires strong technical acumen and the ability to lead a diverse team while ensuring alignment with university goals and improving user experience through innovative computing services.

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 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 and faculty on desktop support issues.
• Ensure compliance with UW Data Protection and Security policies.
• Create training materials and knowledge-based articles for consistent service.

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, and Microsoft Office 365.
• Demonstrated understanding of Microsoft Active Directory and Windows domains.
• 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.
• Experience with remote assistance software (e.g. Zoom, Windows Remote Assistance).

Benefits

• Generous benefits and work/life programs
• Professional growth opportunities
• Unique resources in a diverse environment
• Outstanding benefits for UW employees