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

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.

Team Overview:

IT Client Services (ITCS) provides technical support to over 30,000 customers in the campus community through the IT Service Desk, Device Provisioning, Device Support, and Engineering and Security Teams. ITCS strives to provide excellent customer service to support the University's fundamental missions of teaching, research and public service.

Position Overview:

This position leads and manages 25-30 student staff in Campus IT Experience - IT Client Services (ITCS) Student Team. The team fulfills Device Support Service Requests, assists with ITCS projects, and responds to campus-wide incidents, like helping mitigate the wide-spread impact of WIFI issues. The Student Employment Program Manager is responsible for development of the student team organization to address the changing needs of bIT services and support.

This position is an experienced IT support professional with demonstrated customer service skills and excellent interpersonal and leadership skills. Supervises technical and professional staff and student 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. Provides technical guidance and work direction to career technical support and student staff at various levels. Applies advanced job skills to provide complex troubleshooting 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 objectives 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. Supports the infrastructure and services provided by IT Client Services.

Application Review Date

The First Review Date for this job is: March 5, 2024

Responsibilities

• Oversees day-to-day team duties, coordinates staffing schedules and service coverage, and ensures balanced workload across the team.
• Monitors team performance against service level objectives utilizing performance metrics and support center best practices and ensures that client requirements are met.
• Applies customer service approach and in-depth business and technical knowledge to perform highest-level technical support.
• Manages support team ensuring customer service standards are met in order 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.
• Reviews in-coming tickets, phone calls, and other intake channels.
• Monitors open tickets and confirms that issues are addressed in a timely manner.
• Gathers and documents information from the customer, categorizes issues, and oversees ticket assignments for IT services.
• Fulfills Service Requests and other team tasks when student staffing is low.
• Plans, implements, and documents hardware and software installations, upgrades, decommissions, and other technical service requests for supported IT services.
• Plans team response to service, process, and team changes and is actively involved in change management.
• 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, resolves account discrepancies and handles difficult clients.
• Communicates team's concerns to ITCS leadership, customers, and partners as voice of team.
• Ensures effective handoffs between team members, 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.
• Coordinates hiring of new student employees, salary actions, terminations, and performance ratings and performs annual performance evaluations of technical support staff.
• Issues, tracks, and manages team's equipment.
• Forecasts and plans salary and expenses to align within the allotted budget.
• Determines the skills and knowledge required for the Student team's assignments and responsibilities; develops and / or provides training, FAQs, knowledge base entries, scripts and other job aids as needed.
• Prepares workflow and process documentation.
• Coordinates training and cross-training efforts for both new hires and existing staff and student employees.
• Continue to develop the student team organization to address and support the changing needs of unit IT and central IT.
• Engages in continuous professional development and training and manages small and moderately sized projects as needed.

Required Qualifications

Leadership:

• Knowledge of supervisory and leadership techniques in leading and managing staff and demonstrated effective collaboration and people management skills.
• Experience mentoring technicians.
• Independent judgment and strong organization skills.
• Ability to quickly prioritize tasks and team goals based on new information or events.
• Demonstrate judgment to delegate/escalate issues appropriately.
• Working knowledge of IT-related services and industry best practices for IT support.
• Understanding of change management processes and experience planning for change.
• Demonstrated skill at project management processes and ability to manage small and moderately sized projects.
• Demonstrated commitment to the advancement of diversity, equity, inclusion, belonging, and justice.

Communication:

• Ability to use diplomacy.
• Ability to communicate effectively with both technical and nontechnical personnel at various levels in the organization (students, staff and faculty).
• Verbal and writing skills to convey complex ideas clearly.
• Excellent communication and interpersonal skills with a customer service focus to develop and maintain effective relationships with diverse client and partner groups.
• Ability to embrace specialized or unique viewpoints/outlooks and has the ability to work effectively with a diverse group of employees.
• Demonstrated skill at creating technical documentation for complex processes and applications.
• Demonstrated skill and experience in developing and providing technical, customer service, and process training to staff and student employees at various levels of skill.

Tools:

• Demonstrated ability to develop, oversee and utilize tools, templates and response scripts to aid day-to-day operations and functions.
• Demonstrated skill with remote support and communication tools, including video and text chat, and remote support applications (like Bomgar or Apple Remote Desktop).
• Thorough knowledge of desktop support practices and associated support technology like ticketing systems.
• Experience using a service management application to take support tickets, document and assign work, communicate with customers and IT partners.
• Experience participating in ITSM processes like the Device Support Service Request Fulfillment, request design, and problem management.

Education/Training:

• Bachelor's degree in related area and/or equivalent experience/training.

Preferred Qualifications

• Experience in supervision and management of students in a university environment and experience supervising in a union environment.
• Demonstrated experience in creating a team culture of psychological safety.
• In-depth understanding of divisional or institutional business processes, computing requirements, and security requirements to provide the highest level of support.
• Experience supporting technology in institutions of higher education.
• Experience using ServiceNow and completion of ITIL Foundations Training.

Salary & Benefits

For information on the comprehensive benefits package offered by the University, please visit the University of California's 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 $95,000.00 - $109,000.00.

• This is a 100%, full-time (40 hours per week), career position that is eligible for full UC benefits.
• This position is exempt and paid monthly.
• This position is 100% in-person with the possibility of becoming eligible for a flexible or hybrid schedule in the future depending on business needs after the typical probationary period is met.

How to Apply

To apply, please submit your resume and cover letter.

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.

Mandated Reporter

This position has been identified as a Mandated Reporter required to report the observed or suspected abuse or neglect of children, dependent adults, or elders to designated law enforcement or social service agencies. We reserve the right to make employment contingent upon completion of signed statements acknowledging the responsibilities of a Mandated Reporter.

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.

For the complete University of California nondiscrimination and affirmative action policy, please see the University of California Discrimination, Harassment, and Affirmative Action in the Workplace policy.

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". Then enter the employee's Name and Berkeley email address in the Specific Referral Source field. Please enter only one name and email.