Description
Hiring Range
The University of California, Merced is required to provide a reasonable estimate of the compensation range for this role. 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, 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 full salary range for this position is $61,400 - $109,200. The budgeted salary range that the University reasonably expects to pay for this position is $83,000 - $94,000.
Job Closing Date
Intiial applicant review will take place on or around 7/15/2024. Posting will remain open through selection.
Because this position is integral to servicing the campus, incumbent will work mostly on-site with few opportunities for remote work days.
About UC Merced
The University of California, Merced, is the newest of the University of California system's 10 campuses and the first American research university built in the 21st century. With more than 9,000 undergraduate and graduate students, UC Merced offers an environment that combines a commitment to diversity, inclusion, collaboration and professional development. With bachelor's, master's and doctoral degree programs, strong research and academic partnerships, and community involvement, the UC Merced campus is continually evolving and requires talented, knowledgeable and dynamic educators, researchers, management and staff.
Ranked among the best public universities in the nation by U.S. News and World Report, UC Merced is uniquely equipped to provide educational opportunities for highly qualified students from the San Joaquin Valley and throughout California. The campus enjoys a special connection with nearby Yosemite National Park, is on the cutting edge of sustainability in construction and design and supports the economic development of Merced and the region.
The Merced 2020 Project, a $1.3 billion public-private partnership unprecedented in higher education and completed in 2020, nearly doubled the physical capacity of the campus, enhancing academic distinction, student success and research excellence. UC Merced also operates the Downtown Campus Center, a $33 million, three-story administrative building located in the heart of Merced.
The university's mission of educational excellence and rigorous inquiry is powered by three schools and numerous research institutes and centers that seek scientific and social solutions for the Valley, California and the world. In partnership with UC San Francisco, UC Merced is preparing the way for a rigorous medical education program.
The course of UC Merced's evolution is piloted by a long-range strategic plan. Enacted in 2021, the 10-year blueprint is guiding how the values of equity and justice influence our pathway to earning Carnegie R1 research status, growing enrollment, upholding our identity as a minority-serving institution, and operationalizing how commitments to equity, diversity and inclusion are enacted in each campus unit.
About the Job
The Service Desk Lead is responsible for most of the front-facing IT support for the campus community through oversight and management of all aspects of the IT Service Desk. This position supports strategic goals and objectives for the campus through management of daily operations, analysis of campus needs, coordination with campus partners, general process improvement, and problem solving. Reporting to the Service Delivery Manager, the Service Desk Lead serves as the highest escalation tier for the Service Desk. This includes troubleshooting, incident management, and customer service for IT support services, delivered in-person, by phone, and online. The Service Desk Lead manages, coaches, trains, and develops a team of Service Desk full time staff technicians and team of student staff dedicated to campus Tier 1 technology support. The ideal candidate for this position is a team player who wants to grow as a professional, supervisor, and leader. Learn and stretch as you develop your team, establish and maintain team processes and procedures, get creative to troubleshoot and solve interesting problems, and build a track record of excellent service and support for the UC Merced campus!
Key Responsibilities:
- Manages all services related to daily operational support of Service Desk. Responsible for ticket management, customer service, triage, and escalation. Uses metrics to improve services.
- Oversees the Service Desk support team, including setting goals, performance management, scheduling, professional development, and job assignments.
- Serves as the highest escalation tier for Service Desk requests, incidents, and customer concerns.
- Develops training, internal processes, inventory management, supply monitoring, and public documentation.
- Manages vendor relations for operations, including software, software as a service, and infrastructure.
- Participates in IT collaborative projects as a representative of Service Desk's involvement in support of IT services.
- Advises management in development of campus strategy around Service Desk services, support, and solutions.
*LI-RM1
Qualifications
- Bachelor's degree in related area and / or equivalent experience / training; and
- 5+ years of experience in an IT technician role that directly supports end users, including handling tickets, solving issues, answering questions, and working as a team (required); and
- COMPTIA A+ certification (preferred).
- Thorough knowledge of desktop and business / technical support systems, including working knowledge of microcomputer and workstation hardware, operating systems and network hardware and software.
- Experience with a wide range of application software packages.
- Working knowledge of IT-related products and services.
- General knowledge of other areas of IT.
- Demonstrated ability to oversee and develop tools to aid day-to-day operations and functions.
- Experience in supervision and management of students and other employees in a university environment.
- Requires independent judgment and strong organization and communication skills and customer service focus.
- Ability to use diplomacy when dealing with location officials, medical professionals, professors or managers.
- Ability to correctly diagnose problems and determine source of problem (hardware, operating system or software).
- Thorough knowledge of supervisory and leadership techniques in managing staff.
- Excellent oral and written communication skills.
Background Check
Background check required.
Policy Statement
How to Apply:
An online application is required for each position to apply.The University of California, Merced is aware that some web-based application processes may be cumbersome for differently abled applicants. Where appropriate, alternative accommodations will be provided. For applicants with disabilities who need additional assistance using TAM, or reasonable accommodations during the interview or search process, please contact ucmjobs@ucmerced.edu.
Equal Employment Opportunity:
The University of California, Merced is an Equal Opportunity/Affirmative Action employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, citizenship, sex, age, marital status, sexual orientation, gender identity or expression, disability, pregnancy, or status as a disabled veteran or Vietnam-era veteran, or other protected categories covered by the UC Nondiscrimination and Affirmative Action Policy. UC Merced intentionally promotes and maintains a discrimination- and harassment-free workplace by demonstrating it neither condones nor tolerates employment practices that discriminate against or harass any person or specific group of persons on the basis listed above. We seek candidates who will support our vision to cultivate a vibrant, equity-minded, inclusive excellence university community. When applying to UC Merced, we strongly encourage you to reflect on our Principles of Community and our 2021 strategic plan.
Vaccination Program Policy:
As a condition of employment, you will be required to comply with the University of California SARS-CoV-2 (COVID-19) Vaccination Program Policy. All Covered Individuals under the policy must provide proof of Full Vaccination or, if applicable, submit a request for Exception (based on Medical Exemption, Disability, and/or Religious Objection) or Deferral (based on pregnancy) no later than the applicable deadline. For new University of California employees, the applicable deadline is 14 days after their first date of employment.
Smoke and Tobacco Free Policy:
The University of California, Merced is a smoke and tobacco free workplace. Information and the Smoke and Tobacco Free policy is available at http://smokefree.ucmerced.edu.
E-Verify:
All employers who receive Federal contracts and grants are required to comply with E-Verify, an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA). E-Verify electronically verifies employment eligibility by comparing information provided on the I-9 form to records in the DHS and SSA databases. Certain positions funded by federal contracts/subcontracts requires UC Merced to notify job applicants that an E-Verify check will be conducted and the successful candidate must pass the E-Verify check.
Pay, Benefits & Work Schedule:
For information on the comprehensive benefits package offered by the University of California visit: http://ucnet.universityofcalifornia.edu/compensation-and-benefits/
Employee Referral Program
This position is eligible for the UC Merced Employee Referral Program (ERP). If you were referred by a UC Merced employee, please identify that employee by name in your application as follows:
Step 5 of 7 Referrals
How did you hear about the job? (select) “other”
Additional information? (select) “other”
Specific Referral Source? (write in) first and last name of referring employee
Referring employee MUST be named on application for eligibility.
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