Director, Service Desk Operations

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The WGU Service Desk is the primary help destination for students and staff across the entire WGU system including the university, corporation, and subsidiaries. The Service Desk resolves thousands of incidents and fulfills thousands of requests each week while maintaining service levels, customer satisfaction, and employee attrition rates that far exceed industry averages. The Service Desk Director is an experienced people and technology leader with a proven track record of building and operating organizations that can scale in size while also reducing the cost to deliver service and eliminating the issues that require support.

The Service Desk Director leads the organization responsible for:

• Ensuring all technical support needs are met for students and staff while maintaining service levels and customer satisfaction. This is done either directly through the Service Desk or in partnership with other internal and external support organizations.
• Overseeing communication to stakeholders in the case of outages or other technology events that impact students and staff.
• Identifying the root cause of support requests, identifying solutions to address root causes, and supplying the data product development teams require to prioritize and implement improvements.
• Working with learning resource providers to solve technical issues with their offerings that impede student progress.

The Service Desk Director is also specifically responsible to:

• Lead the efforts to develop a mature ITIL operating culture across our service delivery organizations.
• Act as the ITIL practice owner for Incident Management and Service Desk.
• Act as the product owner for our IT service management platform (ServiceNow).
• Develop operating standards that will be adopted across all student care centers.
• Develop and manage a department budget.
• Hire and develop a top-performing management team.
• Create a professional development culture that maintains low attrition and promotes top performers into other departments.
• Develop strategic plans and operating plans for the Service Desk. Direct the execution of strategic initiatives through his or her management team.
• Assist in strategic planning for Student Care, Education Technology, and University Operations.
• Design a solution that will shift staff support from synchronous to asynchronous channels while maintaining satisfaction levels and improving responsiveness.

The Service Desk Director is measured by his or her ability to set and lead their organization to meet high-bar targets for:

• Support cost per student
• Student and staff satisfaction
• Total time to resolve incidents and requests
• Service level agreements
• Low employee attrition
• Employee skill development
• Employee career development

Minimum Qualifications:

• 5+ years of experience managing in a contact center, help desk, customer success, or site support organization.
• ITIL certification
• Bachelor's degree in business, technology, or a relevant field.

Preferred Qualifications:

• ServiceNow certification
• Contact center administrator or architect certification
• Industry-recognized certifications in desktop, network, and security operations support.

Working Conditions

This job is located in an office environment. There are minimal travel requirements. The successful candidate must be capable of occasionally working at home with a reliable, high-speed internet connection.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

How to apply: apply online

Full-time Regular Positions(FT classification, standard working hours = 40)

This is a full-time, regular position that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

The University is an equal opportunity employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.