Service Desk Supervisor - Berkeley IT (7560U) 52022
University of California, Berkeley
Application
Details
Posted: 05-May-23
Location: Berkeley, California
Type: Full Time
Categories:
Customer Support
Technical (Programmer, Developer, Analyst)
Internal Number: 4164421
Service Desk Supervisor - Berkeley IT (7560U) 52022
About Berkeley
At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.
The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.
We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles, our Principles of Community, and our Strategic Plan.
At UC Berkeley, we believe that learning is a fundamental part of working, and our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. To find out more about how you can grow your career at UC Berkeley, visit grow.berkeley.edu.
Departmental Overview
IT Client Services (ITCS) provides IT support to the vast majority of staff and faculty at UC Berkeley. Our motto of "we are here to help" reflects one of our department's deepest values of customer service. Client services start with our Service Desk, the front door into Berkeley IT, and extend throughout our teams that provide desktop support, computer equipment purchasing, secure file share management, and to partner IT organizations.
Berkeley IT believes in and fosters a workplace environment where people can bring their diverse skills, perspectives and experiences toward achieving our goals through a process of critical inquiry, discovery, innovation, while simultaneously committing to making positive contributions towards the betterment of our world.
In addition, members of the Berkeley IT community have created and endorse the following values for our organization to augment and amplify the campus principles:
We champion diversity. We act with integrity. We deliver. We innovate.
Diversity, Inclusion, and Belonging are more than just suggestions for us. They are the guiding principles underlying how we come together, develop leaders at all levels of the organization, and create an environment that unites us. We affirm the dignity of all individuals, call upon our leaders to address critical issues with integrity and intention, respect our differences as well as our commonalities, and strive to uphold a just community free from discrimination and hate.
Position Summary Berkeley IT is seeking a Service Desk Supervisor to manage the IT first-contact team. The IT Service Desk supports staff and faculty seeking technical assistance for campus IT services, applications, and university-owned computers, printers and mobile devices. Experienced IT support professional with demonstrated customer service skills and excellent interpersonal and leadership skills. Supervises technical and professional Service Desk staff who provide consultation, troubleshooting, and service fulfillment to users of university-owned computing hardware and mobile devices, campus IT infrastructure, collaborative tools, and business applications. Schedules and assigns work, providing technical guidance and work direction to career technical support or student staff at various levels. Applies advanced job skills to provide complex trouble-shooting to computer systems, IT devices, Berkeley business applications, teaching and learning tools, and software. Effectively manages multiple simultaneous assignments in the most efficient manner, using standard processes and improvised problem-solving techniques. Measures team performance against service level objects and reports outcomes to service owners and campus IT leadership. Works with unit IT, central IT, and vendors to achieve high customer satisfaction for IT services. Conducts root cause analysis for common problems and proposes solutions. Oversees team response to reported incidents to help identify interruptions and restore business services for Berkeley IT customers.
Application Review Date
The First Review Date for this job is: 5/1/2023
Responsibilities
Manages support staff to provide excellent customer service to campus clients when delivering IT service fulfillment, incident resolution and other IT projects in an efficient and effective way. Oversees day-to-day team duties, coordinates staff schedules and service coverage, and ensures balanced workload across the team. Reports system trends and outages to service owners, communicates service outages to customers, and prepares workflow and process documentation. Plans team response to service, process, and team changes and is actively involved in change management.
Monitors open tickets, ACD phone queues, and other contact channels and confirms that issues are addressed in a timely manner. Monitors team performance against service level objectives utilizing performance metrics and support center best practices and ensures that client requirements are met.
Reviews in-coming tickets, phone calls, and other intake channels. Gathers and documents information from the customer, categorizes issues, and oversees ticket assignments and referrals to appropriate support groups for IT services. Serves as a primary escalation point of contact within ITCS for questions or issues. Takes ownership of escalated incidents, service requests, and problems and ensures they are resolved or fulfilled.
Applies customer service approach and in-depth business and technical knowledge to perform highest-level technical support. Troubleshoots, resolves or appropriately triages complex desktop, laptop, and device incidents; network connectivity issues; and other issues with related computer system and peripheral devices, software, and enterprise/campus-wide systems (BearBuy, BFS, CalAnswers, etc). Plans, implements, and documents hardware and software installations, upgrades, and other technical service requests for supported IT services. Configures and customizes complex teaching and learning applications based on customer needs.
Recommends hiring of new employees, salary actions, terminations, and performance ratings. Performs monthly and annual evaluations of ITCS support staff.
Ensures effective handoffs between ITCS, Unit IT, Central IT, vendors and client populations. Reviews metrics, escalations, and service outcomes with Service Owners and Tier 2/3 technicians. Escalates out of scope incident types to appropriate parties.
Communicates team's concerns to ITCS leadership, customers, and partners as voice of team.
Engage in opportunities for training, workshops, or continuing education/development related to the position and other duties as assigned.
Required Qualifications
Leadership
Must have effective interpersonal and management skills and knowledge of supervisory and leadership techniques in managing staff.
Experience mentoring technicians.
Embraces specialized or unique viewpoints/outlooks and has the ability to work effectively with a diverse group of employees.
Requires independent judgment and strong organization skills. Demonstrates judgment to delegate/escalate issues appropriately.
Ability to quickly prioritize tasks and team goals based on new information or events. Demonstrated skill at project management processes. Ability to manage small and moderately sized projects.
Interpersonal/communication/collaboration
Demonstrated customer service skills and excellent interpersonal skills to develop and maintain effective relationships with diverse client groups.
Communicates effectively with both technical and nontechnical personnel at various levels in the organization (students, staff and faculty). Has verbal and writing skills to convey complex ideas clearly.
Working knowledge of IT-related services and industry best practices for IT support.
Understanding of IT service management processes, including change management and major incident processes. Experience planning for change and coordinating multiple groups to troubleshoot system-wide outages.
Experience using a service management application to take support tickets, document and assign work, communicate with customers and IT partners, participate in ITSM processes like major incident and problem management.
Tools
Ability to correctly diagnose problems and determine source of problem (hardware, operating system or software).
Thorough knowledge of service desk/desktop support practices and associated support technology, including Automated Call Distribution Systems (ACD), and ticketing systems. Demonstrated ability to oversee and develop tools, templates and response scripts to aid day-to-day operations and functions.
Demonstrated skill with remote support and communication tools, including automatic call distribution (ACD) systems, video and text chat, and remote support applications (like Bomgar or Apple Remote Desktop).
Demonstrated skill at creating technical documentation for complex processes and applications. Demonstrated skill developing technical training and administering instruction to customers at various levels of skill. Experience providing technical, customer service, and process training to other technicians.
Preferred Qualifications
Experience supporting technology in institutions of higher education.
Experience in supervision and management of full time employees and students in a university environment.
In-depth understanding of divisional or institutional business processes, computing requirements, and security requirements to provide the highest level of support.
Experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc.; demonstrated ability to configure and customize complex software; and expert skill in configuring, troubleshooting and supporting end user client systems including desktop, laptop and mobile computing devices.
Experience using ServiceNow.
Completion of ITIL Foundations training.
Bachelor's degree in related area and/or equivalent experience/training
Salary & Benefits
For information on the comprehensive benefits package offered by the University, please visit the University of California's https://www.google.com/url?q=http://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html&source=gmail&ust=1674324686328000&usg=AOvVaw2GpIWYW1GodaOMhx7gsK4r" href="https://apptrkr.com/get_redirect.php?id=4164421&targetURL=http://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html" style="font-variant-ligatures:normal; text-align:start; white-space:pre-wrap; color:blue; text-decoration:underline" target="_blank">Compensation & Benefits website.
Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. 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, analysis of internal equity, 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 budgeted salary or hourly range that the University reasonably expects to pay for this position is $95,000-110,000
How to Apply
To apply, please submit your resume and cover letter.
Referral Source info This job is part of the Employee Referral Program. If a UC Berkeley employee is referring you, please ensure you select the Referral Source of "UCB Employee" and then enter the employee's Name and Berkeley email address in the Specific Referral Source field. Please enter only one name and email. Other Information
This position is eligible for hybrid/remote work.
Conviction History Background
This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.
Equal Employment Opportunity
The University of California 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, or protected veteran status. For more information about your rights as an applicant, please see the U.S. Equal Employment Opportunity Commission poster.
