Job Description
Overview: Customer Success proactively manages IT customer satisfaction and loyalty, ensuring interactions meet customer needs and managing and resolving common customer inquiries and needs. Acts as the “front door” for ITS providing tiered support to handle the majority of common IT user needs including software, endpoint, and access inquiries. Provides service management expertise and program design including incident management, problem management, change management, asset management and inventory control, and knowledge management grounded in ITIL principles. Enables service excellence and a spirit of continuous improvement monitoring key performance factors such as customer satisfaction and customer service throughput and implementing process improvements.The Customer Endpoint Solutions team enables operational excellence by focusing on elevating the performance of the customer service center in support of all campus-customers. Define, measure, monitor, and report on success metrics. Introduce process improvements that drive improvements in accuracy of responses, timeliness of ticket-closure, user-experience, and customer satisfaction. Responsibilities:
The Supervisor, Endpoint Solutions will be accountable for their team tracking all tickets to escalation or closure and facilitating effective issue resolution in a timely manner. The Supervisor, Endpoint Solutions will positively impact UCLA's operations and culture by enabling University stakeholders to effectively access and leverage technology and technology services in service of the institution's academic mission. This team member will advance the University's mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCLA's vision while modeling UCLA's culture and values.
Salary & Compensation: *UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits. Qualifications:
The Supervisor, Endpoint Solutions will be responsible for managing and supervising a team of high-performing endpoint support analysts who provide technical support for endpoint devices, such as laptops, desktops, tablets, and mobile phones. The Supervisor, Endpoint Solutions will be responsible for driving service quality for endpoint customer support processes and ensures the frontline team is responsive to the needs of a broad range of customers including students, faculty, and staff.
The Supervisor, Endpoint Solutions will be accountable for their team tracking all tickets to escalation or closure and facilitating effective issue resolution in a timely manner. The Supervisor, Endpoint Solutions will positively impact UCLA's operations and culture by enabling University stakeholders to effectively access and leverage technology and technology services in service of the institution's academic mission. This team member will advance the University's mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCLA's vision while modeling UCLA's culture and values.
- Three years Experience working in one or more of the following fields: customer service, project management, information technology, IT service management, or related field. (Required)
- Extensive experience in desktop engineering concepts, such has registry editing and command-line utilities. (Required)
- Extensive experience with physical mobile devices as well as mobile device management and security. (Required)
- Extensive experience with security tools such as antivirus and firewall applications. (Required)
- Experience with scripting languages such as PowerShell, Windows Batch, VBScript, Unix shell, etc. (Required)
- Extensive experience monitoring device image quality, deployment, adoption, and performance across an organization with the use of automated tools and reports. (Required)
- Experience with the Microsoft Active Directory service. (Required)
- Experience with servicing Tier 3 support tickets from front-line support, faculty, and internal groups. (Required)
- Extensive experience with back-end engineering tools used to deploy lab and desktop workstations. (Required)
- Experience implementing virtual desktop infrastructures (VDI), application streaming, and cloud VDI and infrastructure solutions. (Required)
- Experience with endpoint management and security tools. (Required)
- Significant experience working in a project-based environment using leading project management practices including schedule management, status reporting, and communication of project risks and issues. (Required)
- Experience solving technical and non-technical problems; able to delegate solutioning when appropriate to the proper resources. (Required)
- Demonstrated experience cultivating an inclusive environment that values equity, diversity, inclusion and belonging. (Required)
- Five or more years Experience working in one or more of the following fields: customer service, project management, information technology, IT service management, or related field. (Preferred)
- Two or more years Experience leading teams in a management or leadership role, particularly in a fast-paced, service-oriented environment. (Preferred)
- Experience in complex higher education environments, serving academic and administrative functions of a large public university. (Preferred)
- Exceptional understanding of Microsoft and Apple operating systems (Windows, MacOS, iOS, etc.). (Required)
- Excellent design, implementation, and troubleshooting experience with various workstation provisioning tools. (Required)
- Familiar with ITIL framework and other IT service management processes and best practices. (Required)
- Advanced written and verbal communication skills and is able to communicate work assignments to small teams. Demonstrated experience presenting technical information to audiences of technical and non-technical stakeholders. (Required)
- Demonstrated leadership / management skills, including abilities in persuasion, negotiation, and mentorship. (Required)
- Advanced project management skills and is able to delegate responsibility, track project progress, supervise others, and advise on competing priorities. (Required)
- Able to supervise and manage data gathering efforts seeking information from multiple and diverse sources. Demonstrated understanding of how decisions affect teams. Demonstrated ability to make decisions with integrity. (Required)
- Thinks creatively and advises team on industry-leading practices, such as the incorporation of new technologies or processes. Can manage teams in an ever-changing, fast-paced environment. (Required)
- Bachelor's Degree Information technology, customer service, computer science, public administration, business administration, communications, or related,or equivalent combination of experience/training. (Required)
- Bachelor's Degree Information technology, customer service, computer science, public administration, business administration, communications. (Preferred)
- ITIL Foundations, CompTIA A+, and/or Microsoft and/or Apple desktop support certification (Preferred)
This position is eligible for a hybrid work arrangement that includes regular visits to campus as needed (for those who work remotely, travel/lodging expenses are not eligible for reimbursement).
The anticipated pay range for this position is $85,634 - $104,255 annually; salary is dependent upon the skills and experience of the selected finalist.
NOTE: This position REQUIRES that a RESUME and COVER LETTER be submitted in addition to the application. Please have these two files ready to upload when applying.
- Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
- Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.
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