Help Desk Operations Lead

The Rector & Visitors of the University of Virginia; Charlottesville (VA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

The University of Virginia Information Technology Services is seeking a Help Services Coordinator to lead the UVA Help Desk operations, drive incident management, knowledge management, and continuous improvement across processes and tools.

You will oversee day-to-day support, monitor performance, coordinate with vendors and internal teams, deliver training, and provide operational reporting to inform decisions.

Qualifications

• Bachelor's degree required.
• 2+ years relevant IT support or service desk experience.
• Experience with incident management and ticket handling.
• Experience coordinating with vendors, technical teams, and business partners.
• Experience with knowledge management and documentation.
• Ability to participate in after-hours support or on-call activities.

Responsibilities

• Directs day-to-day Help Desk operations and ensures high-quality service.
• Acts as subject matter expert for incident management and ticket handling.
• Monitors ticket aging and coordinates escalation.
• Participates in on-call rotation for major incidents.
• Leads quality assurance and continuous improvement initiatives.
• Coordinates onboarding for departments adopting UVA Help Desk services.
• Produces operational reports and metrics.
• Ensures documentation is accurate and up to date.

Skills

Operational leadership

Incident management

Ticket handling

Knowledge management

Stakeholder coordination

Training delivery

Customer service

Communication skills

Education

Bachelor's degree

Tools

ServiceNow

Job description

The University of Virginia Information Technology Services is seeking a Help Services Coordinator to lead the UVA Help Desk operations, drive incident management, knowledge management, and continuous improvement across processes and tools.

You will oversee day-to-day support, monitor performance, coordinate with vendors and internal teams, deliver training, and provide operational reporting to inform decisions.