Help Desk Operations Lead: Incident & Knowledge Management

Commonwealth of VA Careers; Charlottesville (VA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

UVA Information Technology Services (ITS) seeks a Help Services Coordinator to lead and optimize the University of Virginia’s Help Desk operations. You will oversee incident handling, knowledge management, and service quality, partnering with vendors and UVA teams to drive improvements and customer satisfaction.

This role emphasizes cross-functional collaboration, onboarding for departments, and strategic initiatives in service transitions and tool implementations within a university environment.

Qualifications

• Bachelor's degree required.
• 2+ years relevant professional experience required.
• Experience in IT support, service desk, or technical operations.
• Experience with incident management, ticket handling, and escalation procedures.
• Experience analyzing operational data and driving process improvements.
• Experience coordinating with vendors and business partners.
• Experience developing or using knowledge articles and procedures.

Responsibilities

• Directs day-to-day Help Desk operations and ensures high-quality service.
• Drives incident management, escalation, and ticket handling practices.
• Maintains knowledge of supported IT services to guide troubleshooting.
• Monitors ticket aging and collaborates with support groups for timely resolution.
• Leads escalation coordination for complex issues and major incidents.
• Participates in on-call rotation for major incidents affecting Help Desk services.
• Administers QA and continuous improvement initiatives across training, knowledge, and processes.
• Coordinates with Help Desk vendor on maintenance, outages, and service updates.
• Produces operational reports and analyzes metrics to inform decisions.
• Facilitates stakeholder communications and onboarding for departments adopting Help Desk services.
• Leads training sessions for Help Desk staff and UVA personnel.
• Maintains accurate knowledge documentation and content.

Skills

Operational leadership

Incident management

Knowledge management

Vendor coordination

Communication

Project coordination

Education

Bachelor's degree in information technology or related field

Tools

ServiceNow

Help Desk tools

Ticketing systems

Job description

UVA Information Technology Services (ITS) seeks a Help Services Coordinator to lead and optimize the University of Virginia’s Help Desk operations. You will oversee incident handling, knowledge management, and service quality, partnering with vendors and UVA teams to drive improvements and customer satisfaction.

This role emphasizes cross-functional collaboration, onboarding for departments, and strategic initiatives in service transitions and tool implementations within a university environment.