IT Services & Support Lead
San Francisco, CA

Job Description

At the Pac-12, we love sports and technology! Join our team as the user-focused lead for our IT Service & Support (Help Desk) team. This role will rely on your working technical knowledge, problem-solving, and people skills to ensure Pac-12 users receive swift resolutions to their technical issues. Your objectives, as IT Service & Support Lead, are to provide excellent service to our users, perform IT support duties, and to serve as a point for our IT Help Desk staff.

We're looking for a hands-on lead to help us implement processes that will boost productivity and efficiency, enhance excellence in communication, and monitor our level of service delivery. You will work closely with the business and engineering teams to identify, develop, and support technical solutions. Success is measured by end-user satisfaction with the quality of service delivered, mean time to resolution of support tickets, and the ability to deliver key projects on-time and on budget. This is an exciting opportunity to shape the future of best-in-class end-user services, systems, tools, and support at the Conference of Champions.

Responsibilities

Leadership:

* Lead IT Service & Support (Help Desk) team to maintain the highest level of performance and instill a customer service culture.
* Manage inbound Help Desk requests, incidents, and problem resolution.
* Define and implement Help Desk policies, procedures, and best practices.
* Implement and monitor information systems policies and controls to ensure data security and legal and regulatory compliance.
* Assist in the management of IT budget & purchasing to support both long-term and short-term objectives.
* Build and nurture positive working relationships with end users, while exceeding client expectations.
* Analyze business needs presented by the user community and recommend technical solutions.

Hands-on support:

* Google administration and integration, WDS Image Library, general hardware, and software support.
* Desktop security and antivirus and patch management.
* LAN, Active Directory, and SSO support.
* VPN account set-up, employee onboarding and offboarding.
* Maintain and audit software and hardware inventory; and VoIP system administration.
* Provide telephone systems support.
* Availability to participate on a 24x7 basis to support emergency IT needs.
* Other duties as assigned

Requirements

* 5+ years' experience with direct experience performing day-to-day IT support.
* Experience with Google applications, Microsoft Office, Single Sign-On solutions such as One Login, AWS, and Sophos.
* Strong working knowledge and thorough understanding of the following technologies: Windows Active Directory, MS Windows servers, Cisco UCS, network routing and switching, IDS/IPS, cloud computing and cloud-based services, data backup and retention tools (Druva), MDM, server and desktop virtualization, Internet-facing applications, MS-SQL, DNS, TCP/IP, Wi-Fi access points, and Cisco UCM call manager
* Experience with Virtualization, A/V technologies, Windows or Apple automated systems management a huge plus.
* Good relationship management and negotiation skills.
* Strong verbal and written communication skills.
* Help Desk data tracking and analysis skills.
* Exposure to budgeting, capital planning, expenditure tracking, procurement management, and analysis.
* Bachelor's degree in Computer Science or a related discipline preferred.

Bonus

* Knowledge and experience in both IP technology and principles and broadcast technologies design and support.
* Scripting knowledge (BASH, Python, Powershell, Applescript, etc)
* Certifications such as AWS, ACSP, CompTIA A+, HDI-SCA, CCNA, CBNE, and/or CCENT are big pluses.