BUS TCHL SUPP SUPV 2

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 Support teams serve as the singular “front door” for ITS by responding to and resolving common customer inquiries received via a variety of channels including phone, email, chat, walk-in, and service ticket requests. Appropriately escalate tickets and cases to appropriate parties tracking timely and accurate resolution; offer white glove service to University VIPs. Responsibilities: 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:

• Five years Experience working in one or more of the following fields: customer service, project management, information technology, IT service management, or related field. (Required)

• Two years Experience leading teams in a management or leadership role, particularly in a fast-paced, service-oriented environment. (Required)

• Experience assessing the criticality of problems and prioritizing actions based on importance and urgency. (Required)

• Significant experience with customer issue ticketing systems. (Required)

• Experience overseeing support for Windows 7/10 and iOS devices, both locally and in the field. (Required)

• Experience with ticketing through ServiceNow. (Required)

• Significant experience with Office 365, password reset procedures, network troubleshooting, and/or desktop/IT/helpdesk support. (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 providing inclusive leadership of others, cultivating an inclusive environment that values equity, diversity, inclusion and belonging. (Required)

• Seven 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)

• Five 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.

• Significant experience providing technical customer support in an operational environment, including hardware and software tests, analyzing test results, and producing reports of conclusions and recommendations. (Required)

• Deep knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot. (Required)

• Deep knowledge of server internals, especially as needed for troubleshooting and isolating issues. (Required)

• Advanced skill at creating technical documentation for complex processes and applications. (Required)

• Advanced written and verbal communication skills and is able to communicate work assignments to medium-sized teams. Demonstrated experience presenting complex technical information to audiences of technical and non-technical stakeholders. (Required)

• Demonstrated leadership / management skills, including abilities in persuasion, negotiation, change management, and mentorship. (Required)

• Advanced project management skills with demonstrated experience delegating responsibility, tracking project progress, supervising others, and advising teams 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)

• Inspires creativity in others and advises teams on industry-leading practices, such as the incorporation of new technologies or processes. Has demonstrated experience leading in an ever-changing, fast-paced environment. (Required)

Education, Licenses, Certifications, & Professional Affiliations:

• Bachelor's Degree Information technology, customer service, computer science, public administration, business administration, communications, 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)

Other Special Conditions of Employment:

• 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.

Complete Position Description: https://universityofcalifornia.marketpayjobs.com/ShowJob.aspx?EntityID=38&JDName=Business%20Technical%20Support%20Supervisor%202%20(PASIREQ_118)