Services Coordinator

UVA Information Technology Services (ITS) does more than support the UVA community - we empower and move it forward. With every partnership and every solution, we are shaping a culture and ecosystem where learning and discovery thrive.

The Help Services Coordinator provides operational leadership and quality oversight for the University's Help Desk, ensuring high-quality, consistent, and efficient support for the UVA community. This position directs day-to-day Help Desk operations, monitors service performance, and advances continuous improvement across processes, tools, and support practices.

Serving as a subject matter expert in incident and knowledge management, the Coordinator drives effective ticket handling, escalation, and resolution practices while ensuring support documentation remains accurate, accessible, and actionable. The role partners closely with vendors, UVA support teams, and subject matter experts to strengthen service quality, deliver targeted training, and elevate the customer experience.

The Help Services Coordinator also administers Help Desk tool access, supports onboarding and compliance activities, and delivers operational reporting and analysis to inform decision-making. Operating with a high degree of independence, this position leads quality assurance efforts, supports major incident response, and advances strategic initiatives such as service transitions, tool implementations, and the onboarding of departments to Help Desk services.

This role is ideal for a service-oriented professional who thrives on improving operations, solving complex support challenges, and partnering across technical and business teams to deliver outstanding customer experiences. It offers the opportunity to shape service quality, influence process improvements, and contribute to high-impact initiatives that support the University community.

• Directs day-to-day Help Desk operations, ensuring Help Desk partner staff follow established support processes to deliver consistent, high-quality service to the UVA community.
• Serves as the subject matter expert for end-to-end incident management and ticket handling practices.
• Maintains working knowledge of supported IT services to guide support activities and troubleshooting practices.
• Monitors ticket aging and collaborates with assigned support groups to promote timely resolution.
• Leads escalation coordination for complex, high-impact, or unresolved issues, to promote timely resolution, effective communication, and appropriate stakeholder engagement.
• Participates in an on-call rotation for major incidents affecting Help Desk services and related technologies.

• Administers the Help Desk quality assurance program by reviewing customer feedback and service interactions, identifying performance, process, and customer satisfaction issues, determining root causes, and driving corrective actions across training, knowledge, and process improvements.
• Identifies recurring service issues and partners with technical teams to drive trend analysis, root cause review, and long-term corrective actions.
• Monitors ticket flow between the Help Desk and referral groups; reviews referrals for compliance with established procedures; identifies and corrects misrouted cases, categorization errors, and process breakdowns; and works with referral groups and technical teams to support timely resolution.
• Leads continuous improvement initiatives for Help Desk and user support processes in collaboration with internal and external stakeholders.

• Coordinates with the Help Desk vendor on operational activities, including scheduled maintenance, service updates, unplanned outages, major system upgrades, and other events requiring specialized support, to ensure effective communication and minimal service delivery disruption.
• Monitors vendor performance and ensures Help Desk service-level targets are met.

• Produces and shares operational reports, metrics, and service analyses; identifies trends affecting service levels and customer experience; investigates root causes; and coordinates improvements and mitigations with ITS and University partners to support management decision-making and continuous improvement.

• Facilitates communication and operational alignment between Help Desk partner staff and internal Tier 2/3 support teams by coordinating stakeholder forums, communications, and communities of practice to promote shared understanding of processes, changes, priorities, and service expectations.
• Coordinates outreach and onboarding for departments adopting UVA Help Desk services.
• Participates in or leads initiatives and projects that have a user support impact, ensuring operational readiness and clear communications.

• Coordinates or leads training and informational sessions…