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For your reference, we have included the original job posting below.
Service Desk Team Lead - OE
Job Number:
40531729
Company Name:
University of California, Berkeley
Job Location:
Berkeley, CA US
Job Categories:
Education, Training, & Library Information Technology
Minimum Education:
4-Year College Degree
Service Desk Team Lead - OE
Service Desk Team Lead - OE UC Berkeley - Main Campus
Operational Excellence project teams are partnering to develop and implement a help desk that will provide customer support for BearBuy, Cal Planning and Timekeeping applications scheduled to roll out in the first half of 2012. Candidates with a commitment to quality customer service and results delivery are encouraged to apply. This work is part of the overall Operational Excellence efforts () at UC Berkeley designed to increase effectiveness, to deliver excellence, and ensure long-term sustainability of the administrative functions on campus.
Responsibilities:
Supervises technical and professional Service Desk staff who provide day-to-day consultation, training, instruction, trouble-shooting, service provision, account authorization and problem-solving to users of the campus IT infrastructure, collaborative tools, utilities, and business applications. Oversees incident management to help identify and restore interruption to IT and business services for individuals, groups of computer users, and schools and departments on campus. Acts as a senior technical resource to staff and directs larger Service Desk related projects. Additional responsiblities include:
Provides assistance and direction for complex IT infrastructure or enterprise application problems that are escalated by Service Desk consultants or other IT areas.
Monitors service level agreements with customers and ensures that customer requirements are met.
May have direct management responsibility for mission critical IT applications or services.
Assigns tasks of varying complexity, checks work and maintains schedules.
Supervises portions of projects related to business/technical support issues such as coordinating a team to implement campus-wide infrastructure or software upgrades.
Recommends hiring of new employees, salary actions, terminations, and performance ratings and performs annual performance evaluations of Service Desk support staff.
Participates in developing and monitoring operational and budget processes, staff FTE, finance, human resources and space planning.
Participates in the development and monitoring of policies and procedures for department or department operations.
Recommends changes in policies and procedures to improve efficiency and enhance effectiveness of functional area.
Qualifications:
Bachelors degree in related area and/or equivalent experience/training.
ITIL foundations certification or equivalent experience.
Has a substantial knowledge of service desk practices and associated support technology, including Automated Call Distribution Systems (ACD), and ticketing systems.
Has knowledge of related principles and concepts to provide solutions to more complex and diverse campus wide infrastructure services and applications support-related issues.
Must have effective interpersonal and management skills.
Requires ability to communicate highly technical information in a clear and concise manner to both technical and nontechnical personnel.
Position requires strong analytical skills.
In depth experience in one or more technical areas including:
