UC San Diego is ranked the 9th best public university in the nation by U.S. News and World Report and is the largest employer based in San Diego County.

Reporting to the VC-CFO, Information Technology Services (ITS) delivers Enterprise information technology services to the University of California, San Diego (UCSD) under the leadership of the campus Chief Information Officer (CIO). Information Technology Services (IT Services) uses world-class services and technologies to empower UC San Diego's mission to transform California and the world as a student-centered, research-focused, service-oriented public university. As a strategic member of the UC San Diego community, IT Services embraces innovation in their delivery of IT services, infrastructure, applications, and support. IT Services is customer-focused and committed to collaboration, continuous improvement, and accountability.

Equity, Diversity, and Inclusion are core values at UC San Diego and within Information Technology Services. Crafting a culture around these values allows us to more deeply connect with and appreciate our employees, students, and campus partners. Information Technology Services is continuously working to build a community where we all feel safe, empowered, and encouraged to bring our authentic selves to work. We do this not only because it is what's right, but because we know that diversity drives insight and innovation. We are proud to partner closely UC San Diego's Office for Equity, Diversity, and Inclusion, as their dedication to this mission helps us all to drive change.

The Business & Technical Support Supervisor role is part of Customer Engagement which forms one of several groups within the IT Workplace Technology Services teams that provides Web Technology Services, Web Content Management Services, Cloud Tools and Hosting Services, Messaging and Collaboration Services, E-Signature Services, Business Intelligence and Analytics services and support for the campus community.

The Workplace Technology Services (WTS) team provides campus-wide services including email & collaboration, Web Content & Case Management, Business Intelligence and analytics platforms, Technology Platform Services, Service Operations, Service Desk, and Endpoint Management [(Field Support, HW Procurement/Sysadmin duties/MDM/Backup) and Software Licensing Support for UC San Diego and affiliates]. As part of the Endpoint Management team, the Field Support team provides direct support for end-user devices and peripherals, consultation regarding best practices, guidance for utilization of end-user tools, and general assistance to enable the supported customer base to access needed IT services.

Leveraging the University's implementation of its enterprise-wide service management platform (ServiceNow) all members of the IT Workplace Technology Services team, including the Customer Engagement team, will be provided opportunities to identify and standardize service processes across the IT environment.

New initiatives that will actively include the Endpoint Management team is implementation of the ServiceNow Hardware Asset Management component to track and manage the end-to-end lifecycle of hardware assets for supported units and the fully utilizing integrated Information Technology Services department in support of the university's mission for critical teaching, learning, and research.

Responsibilities:

~Prioritizes tasks and assignments delegated by management and clients. Establishes procedural methods and policies to insure smooth delivery of routine services. Works on issues of limited scope. Requires full knowledge of own area of functional responsibility.

~Provide hardware and software technical support to over 5,000 customers throughout the UC System. (i.e. Resource Management and Planning, Advancement, Housing, Dining & Hospitality, Human Resources, Business and Financial Services, Research Affairs, and Information Technology Services)

~Applies professional business/technical support concepts to resolve escalated hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors.

~Provides strategic input to system redesign or development efforts based on user needs. Ability to work independently in managing Customer Service Requests in order to meet Service Level Agreements, to include but not limited to the availability of network shares and printers for supported areas, Active Directory administration and resolution of escalated tickets.

~Responsible for the troubleshooting, maintenance and administration of Windows OS, iOS, and Android based hardware, including network/server connectivity. This may require contacting hardware and software vendors for support if required.

~Monitor and update workstation imaging documentation, software packages, and proactively coordinate making adjustments to them to ensure system reliability and availability. Work closely with server/network/security administrators to maintain user policies and logon scripts to ensure appropriate security rights are provisioned to end users on the network. Conduct capacity planning to determine hardware and software deficiencies and needs.

1. A Bachelor's Degree in related area; and/or equivalent experience/training.

2. One year of networking experience

3. Two years of customer service experience

4. Two years of Active Directory experience

5. One year of software installation and troubleshooting experience

6. Experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc.

7. Experience at providing technical and administrative work direction. Experience developing staff and addressing staff performance issues in a way that focuses on development and improvement. Experience evaluating and managing performance.

8. Experience with supporting Microsoft products from an end-user and server perspective; Active Directory, File Servers/Printer, Permissions, GPO, etc..

9. Demonstrated skill and knowledge of how to provide excellent customer service in a large, complex computing / telecommunications environment. Demonstrated experience training others on how to provide excellent customer service. Demonstrated understanding of internal/external users.

10. Demonstrated knowledge of supervisory and leadership techniques in managing staff, including, but not limited to understanding Servant Leadership principles.

11. Demonstrated skill providing technical training to users at various levels of skill. Experience developing and administering formal technical training to users at a variety of levels.

12. General knowledge of ITIL Service Management Processes and how this can help in a large customer service, complex computing / telecommunications environment.

Preferred Qualifications:

1. Three years of Customer Service Experience

2. Two years networking experience

3. Two years of Mac computer support exposure

4. ITIL Foundation certification and/or training

5. Lean Six Sigma yellow belt training or above

• Job offer is contingent on clear background check.

• Must be available to work evenings and weekends.

• Employee must be available to travel as required.

If employed by the University of California, you will be required to comply with our Policy on Vaccination Programs, which may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

To foster the best possible working and learning environment, UC San Diego strives to cultivate a rich and diverse environment, inclusive and supportive of all students, faculty, staff and visitors. For more information, please visit UC San Diego Principles of Community.

UC San Diego 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.

For the University of California's Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20
For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

UC San Diego is a smoke and tobacco free environment. Please visit smokefree.ucsd.edu for more information.