UCSD Layoff from Career Appointment: Apply by 6/24/2024 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.
Special Selection Applicants: Apply by 7/2/2024. Eligible Special Selection clients should contact their Disability Counselor for assistance.
UC San Diego is ranked the 9th best public university in the nation by U.S. News and World Report and is the largest employer based in San Diego County. Reporting to the VC-CFO, Information Technology Services (ITS) delivers Enterprise information technology services to the University of California, San Diego (UCSD) under the leadership of the campus Chief Information Officer (CIO). Information Technology Services (IT Services) uses world-class services and technologies to empower UC San Diego's mission to transform California and the world as a student-centered, research-focused, service-oriented public university. As a strategic member of the UC San Diego community, IT Services embraces innovation in their delivery of IT services, infrastructure, applications, and support. IT Services is customer-focused and committed to collaboration, continuous improvement, and accountability.
Equity, Diversity, and Inclusion are core values at UC San Diego and within Information Technology Services. Crafting a culture around these values allows us to more deeply connect with and appreciate our employees, students, and campus partners. Information Technology Services is continuously working to build a community where we all feel safe, empowered, and encouraged to bring our authentic selves to work. We do this not only because it is what’s right, but because we know that diversity drives insight and innovation. We are proud to partner closely UC San Diego’s Office for Equity, Diversity, and Inclusion, as their dedication to this mission helps us all to drive change.
Our employees enjoy competitive compensation packages and educational opportunities in a diverse, stimulating workforce. This position is eligible for full:
Vacation/Holidays
UC Retirement Plan.
For more information about UCSD Benefits visit - http://blink.ucsd.edu/HR/benefits/index.html
To calculate an approximate value of the UC Total Compensation package, please click here: http://ucnet.universityofcalifornia.edu/compensation-and-benefits/total-compensation-calculator.php
Available Shifts:
6:45am-3:15pm
10:45am-7:15pm
Workplace Technology Services (WTS) is responsible for adopting, deploying, and maintaining campus-wide workplace services for faculty, staff, and students. This includes email, calendaring, web content management, signature, mobile technologies, collaboration services, and business intelligence.
As part of WTS, the Service Desk team supports both business and academic services, and is responsible for providing Tier 1 and Tier 2 (Residential Halls) support to UCSD faculty, staff, student and affiliates. Supported services include network (wired/wireless), phone/voicemail, central email, business/academic applications, instructional classroom/lab, and classroom technology support.
The Service Desk Operational Work Lead will work with a team of career and student staff to provide world class customer IT service over the phone, electronic communication and in person to the staff, faculty and students at UC San Diego. We are highly collaborative and always looking for ways to improve both the customer and team experience.
Reporting to the Service Desk Manager and receiving work direction from the Service Desk Student Supervisor, the Business/Tech Support Analyst 3 (BTSA3) will serve as an operational lead, providing coordination, support, and analysis for front-line career and student staff. The BTSA3 will be responsible for evaluating staff performance, providing feedback, and working with the Service Desk Leadership to provide additional training as needed. This position will provide operational work direction between 7am and 7pm, allowing other leadership staff to focus on staff/team development, projects, process improvement and developing strong relationships with business partners.
The Operational Lead will be responsible for modifying schedules, moving staff around between phones, front desk, classroom support, chat, and zoom, and coordinating focus groups within the team to evaluate and test new technologies. They will also assist the Manager/Misrouted Ticket process owner with running reports on misrouted tickets to identify training and process improvement opportunities.
The Operational Lead will serve as a staff expert on technical troubleshooting for the most difficult customer problems and will assist the Manager in handling calls/tickets when the customer or issue is too difficult for a 1st tier person to work with. They will also act as the Tier 2 technical support to help customers and/or other staff with difficult customer problems, and will cross-train with groups like Networking and/or Messaging/Communication to facilitate higher first contact resolution and reduce the number of tickets being escalated to other groups.
The Operational Lead will provide internal technical support to more junior staff members, assisting them in resolving customer problems, and will be responsible for reviewing, analyzing, and finalizing technical documentation for internal or external production. They will also lead continuous improvement projects as needed.
The Operational Lead will be a seasoned, experienced business/technical support professional with a full understanding of industry practices and unit/department policies and procedures, computing policies, and business needs. They will demonstrate effective judgment in selecting methods and techniques for obtaining solutions and will be responsible for providing technical solutions to a wide range of issues.
Bachelor's degree in related area and / or equivalent experience / training.
Demonstrated knowledge of formal and informal conflict management principles and practices, including mediation, and ability to interact positively and professionally with a diverse range of people, handle conflict and respond to complaints in a fair, open, empathetic, and collaborative manner, using problem-solving and conflict resolution strategies such as active listening, summarizing, and asking open-ended questions, and persisting with efforts in informal conflict management.
Demonstrated experience providing technical training, including customer service skills, to both career and student staff.
Extensive experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc.
Experience at providing technical and administrative work direction.
Advanced skill at creating technical documentation for complex processes and applications.
- Demonstrated in-depth knowledge of ITS services, service offerings and support strategies.
Job offer is contingent upon satisfactory clearance based on background check results.
Overtime may be required.
Occasional evenings and weekends may be required.
Must have access to reliable transportation.
Pay Transparency Act
Annual Full Pay Range: $73,725 - $133,553 (will be prorated if the appointment percentage is less than 100%)
Hourly Equivalent: $35.31 - $63.96
Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).
