Reporting to the Computing Services Manager, the Desktop Support Supervisor is responsible for the leadership and operational efficiency of desktop support services for the 1600+ faculty, staff, researchers, and graduate students in the Life Sciences Division. The Desktop Support Supervisor oversees the delivery of technical support for desktop computers, laptops, printers, and other end-user devices. The Supervisor provides advanced technical guidance to Life Sciences Computing (LSC) Desktop Support Services staff, oversees day-to-day support operations, and ensures the delivery of professional and courteous technical support. Administers and maintains computing support services and resources. Consolidates campus-wide technical updates and disseminates support-related communications and outreach to Life Sciences Computing customers. Serves as a Life Sciences Computing technical representative and liaison to campus technology groups. Supervises a team that provides customer-focused desktop support services to the Life Sciences community at UCLA.
Percentage of Time:
100
$ads={1}
Shift Start:
8:00 am
Shift End:
5:00 pm
Qualifications for Position
25
Records
Qualifications
Required/Preferred
1. Demonstrated growth in a tech support role with at least 5 years of experience.
Required
2. A demonstrated commitment to quality customer service.
Required
3. Advanced technical knowledge in PC and Mac hardware, peripherals, software, network/LAN technology, and A/V technology in classrooms and conference rooms.
Required
4. Experience supporting various operating systems including Windows, macOS, and Linux.
Required
5. Skill in supporting and configuring mobile devices (iOS, Android).
Required
6. Familiarity with software used in the Life Sciences: Python, R, MATLAB, SPSS, Qualtrics.
Preferred
7. Experience with IT security tools and best practices.
Required
8. Demonstrated ability to keep abreast of technical change and innovation, and to conduct targeted technical research to meet team and organizational goals.
Required
9. Experience configuring and administering incident management and related systems (e.g., Zendesk, Service Now).
Required
10. Experience gathering and evaluating customer feedback and service analytics, and leveraging results for service improvements.
Preferred
11. Demonstrated ability to install, administer, and maintain software platforms for internal and public use.
Required
12. Demonstrated technical training experience for both technical and non-technical audiences.
Required
13. Experience designing training and onboarding programs for technical and non-technical audiences.
Preferred
14. Demonstrated skill in writing reports and technical documents for IT leadership, as well as end-user documentation, guidelines, and support communications for a non-technical audience.
Required
15. Strong interpersonal skills to establish rapport, gain trust, and maintain cooperative working relationships with faculty, staff, researchers, and students.
Required
16. Demonstrated ability to provide courteous, accurate, and informed customer service in person, on the phone, and by email.
Required
17. Demonstrated ability to handle difficult customer service situations calmly, courteously, and efficiently.
Required
18. Demonstrated ability to manage and prioritize multiple competing demands in the face of ongoing interruptions.
Required
19. Demonstrated ability to work well under minimal supervision and to take initiative.
Required
20. Knowledge of UCLA-specific computing services, such as UCLA Logon, MyUCLA, Bruin Learn, etc.
Preferred
21. Familiarity with UCLA or other higher education computing policies (e.g., accessibility, privacy, security, HIPAA, FERPA)
Preferred
22. Experience managing and/or leading technical projects and project teams.
Required
23. Experience leading teams to meet both group and individual objectives.
Required
24. Experience supervising assigned personnel including hiring, training and scheduling, while organizing the workflow and delegating responsibility in the most effective manner.
Preferred
25. Ability to lift up to 25 pounds.
Required
Additional Posting Information
Bargaining Unit:
99-Policy Covered
Application Deadline:
07-05-2023
External Posting Date:
$ads={2}
