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The Manager, Customer Support (Operations) will oversee a high-performing IT support team in providing customer service excellence to UCLA's diverse customers across academic and administrative functions. The Manager, Customer Support will be responsible for driving excellent service quality and continuous service improvement for all customers: enhancing processes and ensuring the frontline team is responsive to the needs of the UCLA community. The Manager, Customer Support will ensure that critical issues are tracked, managed, and escalated appropriately and facilitates effective issue resolution in a timely manner. This leader will use their knowledge of UCLA's customers' unique needs and businesses to provide timely and effective support to all.
The Manager, Customer Support (Operations) 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:
- 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 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
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