Location: OaklandFull Time
Job ID: 49133
Job Posting
For UCOP internal applicants, please login to the internal candidate gateway at: Jobs at UCOP
UC OFFICE OF THE PRESIDENT
At the University of California (UC), your contributions make a difference. A world leader producing Nobel and Pulitzer prize recipients with over 150 years of groundbreaking research transforming the world. Choose a career where you can leverage your knowledge, skills and aspirations to inspire and support some of the greatest minds in the world, and those who will follow in their footsteps. Working at the University of California is being part of a unique institution, and a vibrant and diverse community. At the University of California, Office of the President, we propel our mission through impactful work locally, in government centers and systemwide. We are passionate people, serving the greater good.
The University of California, one of the largest and most acclaimed institutions of higher learning in the world, is dedicated to excellence in teaching, research and public service. The University of California Office of the President is the headquarters to the 10 campuses, six academic medical centers and three national laboratories and enrolls premier students from California, the nation and the world. Learn more about the UC Office of the President
Department Overview
IT Client Services provides desktop and telecommunications services, as well as technical support, IT asset management, desktop software consultation, and business relationship management services to the Office of the President.
Position Summary
The Technology Support Manager provides strategic and technical direction and oversight for the support services teams at the UC Office of the President (UCOP). They will manage a team of approximately 15 personnel in a union environment supporting 1700 users. The manager will establish best practices, mentor and coach staff, provide training opportunities and evaluate performance metrics. The successful candidate must be a self-motivated and strong customer-service focused individual with proven experience supporting a PC (Dell) and Mac environment. Responsibilities also include identifying and implementing process improvements as well as elevating the level of proactive communication and thought process of the existing and future IT resources and needs. This individual will interact with executive management and will handle escalated technical issues. They work closely with other IT units such as the infrastructure and IT security teams to deliver cost efficient, effective customer-focused services that meet the needs of UCOP employees, the President, and the Office of The Regents.
Key Responsibilities

• 45% Oversee and lead a team of technical staff to deliver high-quality phone and desktop support to UCOP departments. Provide direction to the desktop engineering team to manage desktop deployments, patches and upgrades. Provide technical leadership, coaching, career development and mentoring to team members as appropriate. Work closely with other technical managers to develop, implement, and maintain strategies that will ensure a reliable and secure desktop environment. Act as second level escalation for challenging customer support issues. Partner with other business support teams, such as Facilities and Human Resources, to ensure seamless cross-functional service delivery. Participate on projects to identify support plan requirements. Contribute to strategy development, forecasting, and planning for the department.
• 35% Provide collaborative leadership for the provision of daily end-user support at UCOP and/or for implementation of cross-functional technical projects within ITS. Establish goals and strategic priorities for end-user support services. Coordinate and communicate planning for acquisitions, upgrades, and migrations with ITS technical managers and leadership. Develop and manage the unit budget, including tracking expenditures against projections. Foster an environment conducive to collaboration, teamwork, innovation, inclusion and belonging. Identify, track and report on a variety of metrics measuring unit performance, customer satisfaction and project completion. Adjust service agreements and unit processes as necessary to ensure high-quality service and leverage metrics to improve service satisfaction, efficiency, and cost effectiveness. Motivate team members; set high standards for timely, courteous, and effective customer service. Ensure compliance with internal policies, procedures and other UC guidelines. Optimize/enhance call center strategies to improve efficiency and productivity. Drive the unit in adopting consistent practices and managing costs, while minimizing disruptions to the existing processes. Leads Sev1 incidents on a rotation basis. Addresses premium service requests and ensures executive support services are fully integrated into desktop support.
• 20% Act as part of the client services management team, advising client departments on existing and new technology products and services to meet changing client needs. Consult with customers to determine needs and identify objectives for new services or enhancements to existing services. Engage in strategies to ensure support services meet the needs of UCOP customers. Balance competing deadlines for customer requests. Balance competing deadlines for customer requests.

Experience
Required Qualifications

• Min 8 years of related work experience

Skills and Abilities
Required Qualifications

• At least six (6) years of experience managing IT support in a centralized environment.
• At least (4) years of experience in managing IT projects related to desktop and cloud service support.
• Demonstrated experience with Microsoft suite deployments, system imaging tools, and post-deployment troubleshooting.
• Demonstrated experience managing and administering operating system and server software including but not limited to Active Directory, GPO, Windows Operating Systems, Windows Server, Exchange, OSX, and Microsoft Office.
• Demonstrated supervisory and management experience that includes managing and motivating staff in an environment with concurrent tasks, changing priorities, and resources, as well as utilizing work and project plans to meet deadlines.
• Demonstrated ability to work calmly and effectively under pressure and to manage time effectively.
• Strong oral communication skills that demonstrate the ability to effectively convey and explain information and tactfully deal with diverse people, situations, and ideas.
• Strong written communications skills that demonstrate the ability to draft clear, concise specifications, documentation, and reports, and emails.
• Strong presentation skills and ability to build and deliver a compelling business case.
• Strong understanding of data analysis and the ability to use data visualization techniques in understanding work flow and problem solving.
• Demonstrated ability to interface with and present issues to senior management.
• Demonstrated ability to work as a leader in a collaborative environment, build consensus, and promote the exchange of information among project team members, project management staff, and other departmental units.
• Demonstrated ability to create and support a team culture incorporating equity, diversity, inclusion and belonging.

Preferred Qualifications

• Higher Ed experience a plus
• Working knowledge of UPTE technical employees bargaining agreement as well as UC policies and procedures
• Experience in the ITIL disciplines, specifically Incident, and Change Management.

Education
Required Qualifications

• Bachelor's degree in computer science or a related field or an equivalent combination of education and experience.

Job Title
Business/Tech Support Manager 1
Job Code
000671
Salary Grade
Grade 25
Budget Approved Payscale:
$129,000 - $150,000
Full Salary Range:
UC GRADE 25 PAYSCALE
The University of California, Office of the President, is required to provide a reasonable estimate of the compensation range for this role. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The full salary range shows the growth potential for this position and the pay scale is the budgeted salary or hourly range that the University reasonably expects to pay for this position. Benefits: For information on the comprehensive benefits package offered by the University visit: Benefits of Belonging
ADDITIONAL INFORMATION
Applicants who wish to work onsite or hybrid will be considered.
HOW TO APPLY
Please be prepared to attach a cover letter and resume with your application.
APPLICATION REVIEW DATE
The first review date for this job is(3/8/23). The position will be open until filled.
CONDITIONS OF EMPLOYMENT
Background Check Process: Successful completion of a background check is required for this critical position. Background check process at UCOP
Smoke Free Work Environment: The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014. UC Smoke & Tobacco Free Policy
August 2021 Update: The University of California has issued a policy requiring employees to be fully vaccinated against COVID -19 before physically accessing the University location or programs. Upon hire into a UCOP position, you will be provided detailed instructions on how to comply with this policy including access to the COVID vaccination at no cost. New hires to UCOP who work onsite or will come onsite for any activities at a UCOP or other UC location must comply with this policy within 8 weeks after their start date. The policy allows for employees to request approval for an exception or deferral. UC COVID-19 Vaccine Policy
EEO STATEMENT
The University of California, Office of the President, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. EEO/AA Employer UC Nondiscrimination Policy
The University of California, Office of the President, strives to make this job board accessible to any and all users. If you have comments regarding the accessibility of our website or need assistance completing the application process, please contact us at: Accessibility or email the Human Resource Department at: epost@ucop.edu.
To apply, visit https://careerspub.universityofcalifornia.edu/psp/ucop/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=19&JobOpeningId=49133&PostingSeq=1
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