University of California
Requisition Number: 30705 Job Title: PROGRAMMER/ANALYST III, SUPERVISOR Working Title: Assoc. Director, Technology Services & Solutions Salary: 5234-10358 Job Type: Career Department Name: 0300-ANDERSON GRAD SCH OF MANAGEMENT Department Website URL: Job Summary Statement: Anderson Computing & Information Services (ACIS) provides information and technology services to the Anderson School of Management. Under the general direction of the Director, CSS, the Associate Director, Technology Services & Solutions oversees the operations of the Staff, Faculty and Student helpdesks, which serve over 400 Anderson School faculty, staff and about 2000 students in various programs. The helpdesk, which is made up of both full-time staff and student workers, provides general computing and technical support on hardware, software, network, and A/V equipment. The helpdesk team serves as the initial point of contact to the Anderson community for any computing questions and issues and works closely with other internal teams within CSS and ACIS to ensure incidents and requests are resolved as quickly as possible.
The primary responsibility of Associate Director, TSS is to manage the helpdesk team's workload and performance ensuring timely delivery of technical services and problem resolutions that meet or exceed clients' expectations. The incumbent will lead and supervise the helpdesk team, provide individual staff member the necessary training and direction, and foster and maintain a collaborative and supportive team environment that inspires focus on exceptional service quality and professionalism. The incumbent will also need to perform hands-on tasks, resolve complex technical problems, monitor helpdesk and classroom hotline phones, the ticket system, and email inboxes, and become the technical lead in specific technology areas and provide training and documentation to the helpdesk team in that area.
In addition, the incumbent is expected to research, recommend, and make continuous improvements to internal processes and procedures by collecting, analyzing, and reporting data from the ticket system, various system logs, user surveys, and other relevant industry sources. This position will interface with other Anderson and UCLA departments to understand their business objectives and requirements and to coordinate support activities including procuring, configuring, testing, and setting up hardware and software solutions, preparing the computer lab and classrooms for instructions, and providing personalized support to executives and VIPs. The incumbent is also responsible for the lifecycle management of all computing equipment in the common areas which entails evaluating, selecting, procuring, and deploying new models of laptop, desktop, tablet, printer, and other peripheral as well as developing and maintaining vendor relationships with manufacturers and resellers. Percentage of Time: 100 Shift Start: 8:00 am Shift End: 5:00 pm Qualifications for Position
15 Records Qualifications Required/Preferred
Ability to work independently with little or no direct supervision.
Demonstrated managerial and supervisory capability.
Demonstrated project management experience including ability to meet with users and conducts needs assessment requirements gathering; time-line development and implementation schedule.
Ability to analyze data and recommend solutions based on the data analysis.
Strong customer service orientation and possess the ability to establish and maintain cooperative working relations with faculty, students, Anderson and ACIS staff, as well as vendors and suppliers.
Demonstrated ability to handle difficult customer service situations calmly, courteously and efficiently.
Skill in portraying to the user availability and approachability, patiently listening to the user's description of the problem, probing with knowledgeable questions, interpreting information to advise and guide the user to an effective solution.
Familiarity with Anderson School faculty research and faculty/student instructional needs.
Working knowledge of off-the-shelf PC software applications including Microsoft Office, web browsers, and email applications.
Demonstrated experience in installing and configuring computer hardware and software applications.
Minimum of one year experience installing, configuring, operating and troubleshooting web and video conferencing hardware and software and lecture capture system.
Advance working knowledge of the current Microsoft and Apple operating system.
Ability to train, schedule, and lead workforce.
Bachelor's degree in computing science; or equivalent combination of education and experience.
Minimum five years of customer service experience.
Required Additional Posting Information Bargaining Unit: 99-Policy Covered Application Deadline: 07-23-2019 External Posting Date: Quicklink To Posting: hr.mycareer.ucla.edu/applicants/Central?quickFind=76756 Special Instructions: Contact information: Number of Positions: Special Employment Designations/ Requirements Per UC Policy Conflict of Interest: N/A Critical: Continued employment contingent upon completion of satisfactory background investigation. Driving Record: N/A E-Verify Check:
Certain positions funded by federal contracts/subcontracts requires UCLA to notify job applicants that an E-Verify check will be conducted and the successful candidate must pass the E-Verify check.
More Information No Response CANRA:
Is this position designated as a mandatory reporter under CANRA? No Other Special Employment Requirements: Position is subject to performance standards and other requirements of the University wide Police Policies and Administrative Procedures.
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