Technical Support Supervisor jobs in Santa Cruz, CA

Location: Scotts Valley
Job ID: 33954

JOB POSTING

NOTIFICATIONS

UC Vaccination Policy: With limited exceptions, COVID-19 vaccinations are required for Covered Individuals under the Policy. Covered Individuals include all employees, students, or trainees who physically access a University facility or program in connection with their employment, appointment, or education/training.

Covered Individuals do NOT include employees who work 100% remotely with NO expectation that they will physically access any University location or program at ANY time. If 100% remote work ends, the employee is subject to policy.

INITIAL REVIEW DATE (IRD)

UC Santa Cruz staff jobs are posted until filled. Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. NOTE: Materials submitted after the IRD will be forwarded only at the request of the hiring unit. Submit your materials before the IRD to ensure consideration by the hiring unit.

The IRD for this job is: 04-28-2022

ABOUT UC SANTA CRUZ

UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.

DEPARTMENT OVERVIEW

Information Technology Services (ITS) is the campus innovation nexus that supports and amplifies the value of research, teaching, learning, and digital experiences at UC Santa Cruz. We are a group of diverse, enthusiastic people who produce extraordinary results that foster a campus climate where employees feel a sense of belonging.

Our guiding principles are integrity, client focus, teamwork, knowledge, and fulfillment. We are looking for people who are deeply curious, hard-working, ambitious, kind, and deeply committed to inclusive excellence.

We aspire to operate in an Agile and Lean fashion. Our goal is to continually improve our service quality, experience, and value to our constituents. We care deeply about creating a diverse, high performing organization through recruiting while developing highly talented, well-rounded, staff. We invest in career paths and career development, devoting a significant amount of resources to skill and professional development for our staff.

ITS promotes two areas for skill growth:
1. Developing generalizing specialists by focusing on technical depth and breadth
2. Growing service and product expertise

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The Desktop Support team resides within the Client Services unit in the Information Technology Services division. The desktop team provides a standard suite of services to the campus community. It's primary focus is resolving incidents, providing services, and filling information requests utilizing IT best practices. We are a process driven organization using the ITIL Service Management framework. We work in close partnership with the Endpoint Engineering Desktop team, Support Center, and Security teams to provide a secure and stable computing experience to the campus.

More information can be found at: https://its.ucsc.edu

JOB SUMMARY

The Desktop Support Supervisor provides supervision and technical direction to a team of Desktop Support Technicians. The supervisor monitors staff workload and compliance with established procedures. This position is responsible for complex problem resolution and acts as the point of escalation for Desktop Support Technicians. Responsibilities include subject matter expertise in cross-platform desktop support and system imaging; desktop and network security; account access and usage policy interpretation; network access - both local, remote and wireless; and problem resolution for queries regarding access to campus applications and services. Duties require advanced knowledge of Windows and Macintosh computer hardware, common business productivity software, and networking protocols. The supervisor monitors and manages the performance of the technical support staff, including writing and delivering annual performance evaluations, improving performance as needed, and ensuring training is completed.

The Desktop Support Supervisor uses professional business/technical support concepts to manage staff and resolve hardware and software issues of moderate scope and complexity where analysis of situations or data requires a review of a variety of factors. Applies campus policies and procedures to support a broad range of services to a diverse client base (faculty, staff and grad students The Supervisor analyzes processes and practices for policy compliance and process effectiveness and recommends improvements. The position provides technical and process direction and mentoring for Desktop Support Technicians and student employees. Excellent communication and organizational skills are necessary to perform training, troubleshooting functions, and for service team participation. The Supervisor must possess leadership and motivational skills to develop cohesive and quality-driven teams.

APPOINTMENT INFORMATION

Salary Information: Salary Range: $60,000 - $90,000/year. Salary commensurate with skills, qualifications and experience.

No. of Positions: 1

Benefits Level Eligibility: Full benefits

Schedule Information:

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week: Mon-Fri
• Shift Includes: Day, Evenings, Weekend

Employee Classification: This is a Career appointment

Job End Date: None

Work Location: Scotts Valley

Union Representation: Non-Represented

Job Code Classification: 007560 (BUS TCHL SUPP SUPV 1)

Travel: Never or Rarely

JOB DUTIES

50% - Supervision

• Provides assistance and direction for complex desktop or network-related problems that are escalated by business / technical support staff.
• Assigns tasks, checks work and maintains schedules.
• Manages workflow of staff according to established principles and meeting Service Level Agreement compliance.
• Meet with staff regularly for information sharing and team-building activities.
• Act as backup for staff during sick leave, vacation, while positions are being recruited and during surge periods.
• Demonstrate best practices, develop team member potential, and motivate others to perform to their highest level of competence.
• Impact, motivate, and enable others to contribute toward the effectiveness and success of the organization.
• Participate in goal setting and performance evaluations of staff. Track participation and effectiveness of professional development efforts. Hold staff accountable for policy compliance and participate in disciplinary actions when necessary.
• Hires new employees, salary actions, terminations and performance ratings.
• Performs annual performance evaluations of business/technical support staff.
• Participates in developing and monitoring operational and budget p;rocesses, staff FTE, finance, human resource and space planning.
• Supervises portions of projects related to business / technical support issues such as coordinating a team to upgrade operating systems on multiple desktops.

20% - Technical and Customer Support

• Provide exceptional customer service to UCSC faculty, staff, students and guests. Respond to requests for technical assistance via phone, email, chat, in-person and/or utilizing remote assistance resources.
• Perform Tier 1 (known issue with known resolution), Tier 2, (issue requiring research) and Tier 3 (complex issue requiring extensive research) multiplatform (Mac and Windows) desktop and application support of end-user machines. Recommend, install, upgrade and configure systems hardware and operating system software for accessing local, campus and cloud-based resources.
• Work with clients to recreate reported issues and perform in-depth research to discover solutions. Test solutions prior to deploying fixes for technical issues of moderate complexity. Represent the client's needs on issues escalated to technical teams. Collaborate with IT service providers to develop and deploy workarounds for service issues. Work with ITS service providers on identifying solutions to significantly complex issues up to and including identifying application bugs or operating system conflicts.
• Ensure incidents and service requests are accurately tracked, escalated, and resolved in alignment with internal support procedures and campus policies.
• Clearly communicate technical and IT policy information to both technical and non- technical individuals, both verbally and in written form. Ensure client's needs are met and solutions are clearly understood.
• Consult with users, provide assistance and expert advice on how to best utilize IT services in the performance of the University mission. Communicate available services, service level agreements, and service support procedures. Assist users in gaining efficiency to operational procedures through the use of available technology. Collaborate with clients and ITS service providers to consistently improve the effectiveness of technical support in meeting clients' needs.
• Provide documentation, analysis, planning and communication as a support subject matter expert. Perform in-depth research and self-training to keep current of technologies and processes in a given subject area.

20% - Process Development and Improvement

• Monitor and manage ticketing systems for process adherence and improvement. Review completed requests to ensure compliance with documented procedures. Review errors with support personnel and ensure they have the information needed to successfully resolve issues.
• Analyze policies and develop process and procedural modifications to maintain and/or improve performance or build greater efficiencies in service delivery. Recommends changes in policies and procedures to improve efficiency and enhance effectiveness of functional areas.
• Develop and maintain documentation for internal training and self-help documentation for public use.
• Train Desktop Technicians, student assistants and other service providers in technical and procedural practices. Provide training either individually or to groups, through remote, in-person or recorded training sessions. Meet regularly and participate on the Support Center Operations Team.
• In coordination with the Computer Management Specialist, perform pre- and post- deployment image testing to ensure quality of service and recommend improvements and enhancements.
• Develop and deploy scripts and tools to configure managed and unmanaged computers.

10% - Project Assignments and Other Duties

• Participate in various Information Technology Services (ITS) related projects, service teams and committees providing subject matter expertise, representation of support personnel requirements and as client advocate.
• Leads project teams and work groups in the effective completion of formal and informal service improvements.
• Utilize and promote Service Readiness Review processes for a defined set of services. Ensure support artifacts are in place for service definition, service support and service delivery for new or changing services.
• Ensure support personnel are informed and trained in support and escalation procedures.
• Provide public facing websites and FAQs for public use, create internal knowledge base articles and work with ITS service providers to develop escalation procedures and establish response times.
• Partner with various ITS, vendor and non-technical personnel to establish escalation procedures and operating level agreements. Document information gathering requirements, communication channels, and agreed upon response times.
• Participate in formal training sessions and/or conferences to enhance skills relevant to the job.

ITS Security Statement

Information Technology positions are responsible for the security of UC Institutional Information and IT Resources. The incumbent is required to follow all applicable information security policies, procedures, and standards to maintain minimum standards of information security for data, systems and applications. Supervisors are responsible for making sure their staff have appropriate security skills and qualifications, and complete all appropriate and required security training.

REQUIRED QUALIFICATIONS

• Bachelor's degree in related area and / or equivalent experience / training.
• Experience with supervising, mentoring, teaching, coaching and motivating technical staff. Experience monitoring and managing staff workload and compliance with established processes and policies.
• Experience with goal setting and tracking progress toward individual and unit goals and goals.
• Ability to work autonomously and as part of a team providing timely, high-quality customer service.
• Ability to learn and absorb new information, both technical and procedural, and clearly disseminate information to end-users of varying computing skills. Extensive experience developing and documenting support processes, KBs and FAQs, both internal and public-facing.
• Experience as an escalation point for complex issue diagnosis and resolution for novice through expert users.
• Ability to apply critical thinking skills to diagnose and solve moderately complex problems. Skilled in research and solution testing for hardware and application issues.
• Broad knowledge and recent experience troubleshooting, installing and configuring microcomputer hardware, operating systems, applications and peripherals, in multiple platform (Mac and Windows) environments. Advanced knowledge of standard business productivity software.
• Ability to configure and resolve issues for wired and wireless connections, communications software, on mobile devices, laptops and desktops. Extensive experience with authorization and authentication practices.
• Knowledge of and technical expertise with incident management systems and remote assistance tools.
• Ability to complete tasks on time and within established parameters.
• Ability to work in a very busy environment, with frequent interruptions and be able to prioritize and resolve conflicting user requests.
• Ability to work in a professional manner. Ability to maintain confidentiality.
• Experience with Project Management methodologies.
• ITILv4 certification

PREFERRED QUALIFICATIONS

Certifications:

• PMP
• ScrumMaster
• Agile
• Lean / Six Sigma

SPECIAL CONDITIONS OF EMPLOYMENT

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Ability to work long periods of time at a computer with or without accommodation.
• Incumbent may be required to work nights, weekends and/or holidays.
• Ability to complete various compliance and job-related training as directed.
• The University of California has implemented a COVID-19 Vaccination Policy covering all employees. To be compliant with the policy, covered employees must submit proof of vaccination or have an approved exception or deferral, eight (8) weeks from date of hire.
• Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment. CANRA Penal Codes, and related definitions, requirements, and responsibilities may be obtained here.

SAFETY STATEMENT

All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.

HOW TO APPLY

Attach your resume and cover letter when applying for this job opening. Do not attach any documents to 'My Activities'. Visit our How to Apply tutorial for detailed instructions on our applicant process.

EEO/AA

The University of California is an Equal Employment 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. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.


APPLICANTS ARE REQUIRED TO USE THE UCSC ON-LINE PROCESS
View full job description and access on-line application:
https://careerspub.universityofcalifornia.edu/psp/ucsc/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=11&JobOpeningId=33954&PostingSeq=1

To ensure review of application materials by the hiring unit, they must be submitted on or before the initial review date (IRD) via the Staff Employment Opportunities web site; https://jobs.ucsc.edu. A computer is available at the UC Santa Cruz Staff Human Resources Office located at Scotts Valley Center. The Scotts Valley Center is located at 100 Enterprise Way, Suite E100, Scotts Valley, CA 95066. To learn more or to request disability accommodations, call 831-459-2009. Hearing impaired are encouraged to use the California Relay Service at 800-735-2922. UC Santa Cruz is an Equal Opportunity Employer.

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, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.jeid-e5ee0b6303a9174dbc17926f9cc9bed6