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Procurement and Provisioning Manager (7560U), IT Client Services - 68434

About Berkeley

At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.

We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles, our Principles of Community, and our Strategic Plan.

At UC Berkeley, we believe that learning is a fundamental part of working, and our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. To find out more about how you can grow your career at UC Berkeley, visit grow.berkeley.edu.

Departmental Overview

IT Client Services (ITCS) provides IT support to the vast majority of staff and faculty at UC Berkeley. Our motto of "we are here to help" reflects one of our department's deepest values of customer service. Client services start with our Service Desk, the front door into Berkeley IT, and extend throughout our teams that provide desktop support, computer equipment purchasing, secure file share management, and to partner IT organizations.

Berkeley IT believes in and fosters a workplace environment where people can bring their diverse skills, perspectives and experiences toward achieving our goals through a process of critical inquiry, discovery, innovation, while simultaneously committing to making positive contributions towards the betterment of our world.

In addition, members of the Berkeley IT community have created and endorse the following values for our organization to augment and amplify the campus principles:

• We champion diversity.
• We act with integrity.
• We deliver.
• We innovate.

Diversity, Inclusion, and Belonging are more than just suggestions for us. They are the guiding principles underlying how we come together, develop leaders at all levels of the organization, and create an environment that unites us. We affirm the dignity of all individuals, call upon our leaders to address critical issues with integrity and intention, respect our differences as well as our commonalities, and strive to uphold a just community free from discrimination and hate.

Position Summary:

Berkeley IT is seeking an experienced IT professional with strong customer service, interpersonal and leadership skills. This position will manage the technical and professional staff who provide consultation, purchasing, device configuration and remote setup for university-owned hardware and mobile devices. The incumbent must be proficient in troubleshooting computer systems, IT devices, business applications and software. Efficiently handles multiple assignments, measures team performance and collaborates with various IT stakeholders to ensure high customer satisfaction.

Application Review Date

The First Review Date for this job is: Tuesday, May 14, 2024

Responsibilities

• Manages support team to provide excellent customer service to campus clients when delivering IT service fulfillment, incident resolution and other IT projects in an efficient and effective way.
• Oversees day-to-day team duties, coordinates staff schedules and service coverage, and ensures balanced workload across the team.
• Reports system trends, communicates supply chain and process delays to customers, and prepares workflow and process documentation.
• Plans team response to service, process, and team changes and is actively involved in change management.
• Monitors open tickets and other contact channels and confirms that issues are addressed in a timely manner.
• Monitors team performance against service level objectives utilizing performance metrics and best practices to ensure that quality assurance and client requirements are met.
• Reviews in-coming tickets and other intake channels.
• Gathers and documents information from the customer, categorizes issues and requests, oversees ticket assignments and referrals to appropriate support groups for IT services.
• Serves as a primary escalation point of contact within ITCS for questions or issues.
• Takes ownership of escalated incidents, service requests, and problems and ensures they are resolved or fulfilled.
• Applies customer service approach and in-depth business and technical knowledge to perform highest-level technical support, procurement, and provisioning.
• Troubleshoots, resolves or appropriately triages complex desktop, laptop, and device incidents; network connectivity issues; and other issues with related computer system and peripheral devices, and software.
• Plans, implements, and documents hardware and software installations, upgrades, and other technical service requests for supported IT services.
• Recommends hiring of new employees, salary actions, terminations, and performance ratings and performs annual performance evaluations of ITCS support staff.
• Collaborates with ITCS, Departmental IT, Central IT, vendors, and client populations to help determine possible solutions to issues/concerns that arise and ensure effective partnerships.
• Communicates team's concerns to ITCS leadership, customers, and partners as voice of team.
• Coordinates training and cross-training efforts for both new hires and existing employees.
• Develops and / or provides training as needed based on consultation with customers and understanding of technology including one-on-one and small group training, FAQs, knowledge base entries, scripts and other job aids.
• Engages in continuous professional development and training and manages small and moderately sized projects when needed.

Required Qualifications

People Management:

• Effective interpersonal and management skills.
• Knowledge of supervisory and leadership techniques in managing staff.
• Experience in supervision and management of employees in a university environment.
• Experience mentoring technicians.
• Ability to embrace specialized or unique viewpoints/outlooks and can work effectively and collaboratively with a diverse group of employees.
• Independent judgment and strong organizational skills.
• Ability to quickly prioritize tasks and team goals based on new information or events.
• Demonstrated judgment to delegate/escalate issues appropriately.
• Demonstrated commitment to the advancement of diversity, equity, inclusion, belonging, justice and accessibility.

Customer Service:

• Demonstrated customer service and excellent interpersonal skills to develop and maintain effective relationships with diverse IT teams, partners, and client groups.
• Ability to communicate effectively with both technical and non-technical personnel at various levels in the organization (students, staff, faculty, and IT partners) and with vendors.
• Solid verbal and writing skills to convey complex ideas.
• Experience using a service management application to take support tickets, document and assign work, communicate with customers and IT partners, and participate in ITSM processes for service improvement outcomes.
• Working knowledge of IT-related services and industry best practices for IT support, procurement, and provisioning.

Process Management:

• Thorough knowledge of hardware procurement, provisioning, desktop support practices, and associated support technology and ticketing systems.
• Demonstrated skill in project management processes.
• Ability to manage small and moderately sized projects.
• Demonstrated skill with remote support and communication tools, including video and text chat like Zoom, Slack, and Google chat, and remote support applications like Bomgar or Apple Remote Desktop.
• Understanding of change management processes and experience planning for change.
• Demonstrated ability to oversee and develop tools, templates, and response processes and procedures to aid day-to-day operations and functions.
• Demonstrated skill at creating technical documentation for complex processes and applications.
• Demonstrated skill in developing technical training and administering instruction to customers at various skill levels.
• Experience providing technical, customer service, and process training to other technicians.
• Ability to correctly diagnose problems and determine the source of the problem (hardware, operating system, or software).
• Understanding of major incident processes and experience coordinating multiple groups to troubleshoot.

Preferred Qualifications

• In-depth understanding of divisional or institutional business processes, computing requirements, and security requirements to provide the highest level of support.
• Experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc.
• Demonstrated ability to configure and customize complex software.
• Expert skill in configuring, troubleshooting and supporting end user client systems including desktop, laptop and mobile computing devices.
• Completion of ITIL Foundations training.
• Experience supporting technology in institutions of higher education.
• Experience using ServiceNow.

Education/Training:

• Bachelor's degree in related area and/or equivalent experience/training

Salary & Benefits

For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.

Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. 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, analysis of internal equity, 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 budgeted salary or hourly range that the University reasonably expects to pay for this position is $95,000.00 - $112,000.00.

• This is a 100%, full-time (40 hours per week), career position that is eligible for full UC benefits.
• This position is exempt and paid monthly.
• This position is 100% in-person but may become eligible for a flexible or hybrid schedule in the future depending on business needs after the typical probationary period is met.

How to Apply

To apply, please submit your resume and cover letter.

Conviction History Background

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

Diversity Statement

Please include, as part of your application a brief (1-2 paragraph) statement on your contributions to diversity, equity, inclusion, and belonging in your professional experience.

Advancing diversity, equity, and inclusion are fundamental to our UC Berkeley Principles of Community, which states that "every member of the UC Berkeley community has a role in sustaining a safe, caring, and humane environment in which these values can thrive."

Equal Employment Opportunity

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For more information about your rights as an applicant, please see the U.S. Equal Employment Opportunity Commission poster.

The University of California's Affirmative action policy.

The University of California's Anti-Discrimination policy.



To apply, visit https://careerspub.universityofcalifornia.edu/psp/ucb/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=21&JobOpeningId=68434&PostingSeq=1