Assistant Supervisor- ESD
Salary
$44,341.00 - $52,166.00 Annually
Location
Main Campus - Orem
Job Type
FT Nonexempt Salaried Staff
Job Number
FY2606030
Division
VP Digital Transformation/CIO
Opening Date
06/29/2026
Closing Date
7/12/2026 11:59 PM Mountain
First Review Date
07/06/2026
Required Documents Needed to Apply
Resume
Applicant Support
1-855-524-5627
Support@schooljobs.com
Position Announcement
Join Utah Valley University's Technology Management team and play a key role in delivering exceptional IT support that impacts the entire campus community. In this position, you will help oversee the daily operations of the Enterprise Service Desk, support service quality and performance initiatives, and collaborate with technology professionals to ensure reliable, efficient, and customer-focused service delivery. This role provides valuable experience in IT operations, leadership support, process improvement, and service management within a dynamic higher education environment.
This opportunity is ideal for individuals who enjoy problem-solving, teamwork, and driving operational excellence. Youll gain hands-on experience with service performance monitoring, staff coordination, information security best practices, and compliance standards while contributing to a culture of accountability and continuous improvement. At UVU, youll have the chance to develop professionally, strengthen leadership skills, and make a meaningful impact on the technology services that support student success and university operations.
Summary of Responsibilities
Operational Coordination & Performance Monitoring: Coordinate daily operational performance of the Enterprise Service Desk. Monitor queue health, staffing coverage, and SLA adherence. Support Technician Leads in maintaining proactive queue management and technician oversight. Identify performance gaps and recommend corrective actions to leadership. Reinforce documentation standards and ticket quality expectations. Maintain the Enterprise Service Desks quality standards. Promote compliance with confidentiality procedures, including federal and state laws and regulations, as well as institutional policies such as FERPA.
Leadership Support & Team Alignment: Provide operational guidance to Technician Leads. Support consistency in productivity, responsiveness, and follow-through expectations. Conduct regular performance-focused check-ins and provide feedback. Recommend performance improvement actions for technicians and technician leads to the Assistant Directors.
Continuous Improvement & Project Support: Identify operational inefficiencies and recommend workflow improvements. Support reporting efforts through metric tracking and performance summaries. Assist in standardizing operational practices and documentation processes. Participate in collaboration meetings with other leadership within the Enterprise Service Desk.
Escalation & SLA Support: Serve as a second point of contact and escalation resource beyond Technician Leads when needed. Identify potential SLA risks and notify leadership. Assist in coordinating timely responses to high-impact incidents.
Quality & Coaching Coordination: Collaborate with Assistant Directors to ensure evaluation standards remain consistent and objective. Support translating QA findings into actionable coaching plans through Technician Leads. Identify reporting opportunities and monitor the technician. performance trends, and share insights with leadership. Promote consistency in customer experience and service delivery practices. Enhance the customer experience. Bridge the gap between part-time employees and management. Other duties as assigned.
Qualifications / Licenses / Certifications
Graduation from a standard senior high school or the equivalent and two years of any combination of computer-related education and/or technical support and customer service experience related to the Summary of Duties.
Preferred Qualifications:
Knowledge / Skills / Abilities
Knowledge
High proficiency in Enterprise Service Desk subject matter.
Knowledge in troubleshooting complex issues, hardware, software, network, and application-related issues.
Knowledge in ticket management.
Knowledge of security best practices and confidentiality.
Knowledge of higher education processes and procedures.
Knowledge in continuous improvement applications.
Skills
Analytical and critical thinking skills.
Customer service and interpersonal skills.
Skills in active listening and comprehension.
Verbal and written communication skills.
Skills in documentation and record-keeping.
Skills in conflict management and de-escalation techniques.
Attention to detail, accuracy, and effective organization of information.
Abilities
Ability to mentor and lead a team.
Ability to work both independently and as part of a team.
Ability to multitask and practice time management.
Ability to work well with people of various personalities and backgrounds.
Ability to communicate technical concepts to non-technical users.
Ability to remain calm and patient in challenging situations.
Ability to provide training at an individual or team level.
Ability to provide constructive feedback.
EEO Statement:
UVU employment decisions are made on the basis of an applicant's qualifications and ability to perform the job without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age (40 and over), disability, veteran status, pregnancy, childbirth, or pregnancy-related conditions, genetic information, or other bases protected by applicable federal, state, or local law.
Utah Valley University's dedication to exceptional care offers quality service and benefits to employees while staying committed to meeting the needs of a diverse workforce.
UVU is pleased to offer a competitive and comprehensive benefits package that supports employees and their family's overall physical and mental health, protects their income in case of unforeseen illness and life events, and assists in building financial security for retirement and the future.
Highlights from Utah Valley University's benefits package include:
For more information about the benefits offered, visit https://www.uvu.edu/peopleandculture/benefits.
01
Do you have experience monitoring service queues, workload distribution, or service-level agreement (SLA) performance in a customer service, help desk, or technical support environment?
02
Have you provided operational guidance, coaching, or performance feedback to employees, team leads, or supervisors in a professional setting?
03
Do you have experience identifying process inefficiencies and implementing or recommending workflow improvements to increase operational effectiveness?
04
Have you worked in an environment that required compliance with confidentiality, security, or regulatory requirements (e.g., FERPA, information security standards, or similar policies)?
05
Do you have experience managing escalated customer, technical, or service issues and coordinating resolution efforts across multiple stakeholders?
06
What is your highest level of education?
07
How many years of experience do you have in this type of position?
Required Question
Employer Utah Valley University
Address 800 W. University Parkway
Orem, Utah, 84058
Phone Applicant Support 855-524-5627
Website http://www.uvu.edu
Utah Valley University was established in 1941 as Central Utah Vocational School (CUVS) with the primary function of providing war production training. CUVS was part of the Provo School District located in south Provo. The institution received a state appropriation in March 1945 of $50,000 to operate for the 1945-1947 biennium. In 1947, the school received funding as a permanent state institution. A new site for the school was acquired on University Avenue in Provo in 1948; in the 1952, the state appropriated funding for the first construction on that site. As enrollments grew, the state acquired over 185 acres in southwest Orem and the first building was completed in 1977. Today, the University’s facilities consist of a combined total of 412 acres with 50 buildings with campuses in Orem, Provo, and Heber City and property in Vineyard and at Thanksgiving Point in Lehi.