Administrative Information Technology is part of the FOA organization and manages a diverse end to end portfolio of technology services essential to the entire UC Davis campus including UC Davis Health.
The incumbent supervises the IT Service Desk and Desktop Support team, responsible for direct client engagement and delivering integrated solutions encompassing the full range of Admin IT, campus, and external vendor IT functions in a complex, highly decentralized, heterogeneous business environment. Responsible for coordinating multi-tier IT services including incident response, systems and process analysis, technical project management, IT security, $300K in annual software licensing, $600K in annual hardware purchasing, resolution of 10,000+ annual IT incidents, and delivery of additional IT services for 1600+ staff and workstations, including life safety and emergency operations functions.
When necessary, further escalates issues to appropriate support staff, other technical partners, and/or vendors.
Directly supervises staff and student desktop support personnel. Assigns work and provides technical, analytical, project management, IT security, customer service, and policy guidance to the Service Desk team and to multiple senior-level Desktop Engineering technicians. Participates in the recruitment, selection, development, and evaluation of unit technical staff. Supervises and trains staff and students to troubleshoot and resolve problems and insure smooth day-to-day operations.
Continuously improves services by conducting work flow analysis to automate systems and procedures, establishing methods and policies to ensure smooth delivery of routine services. Manages IT projects. Coordinates IT activities and service delivery with the Administrative IT - Infrastructure Management team.
Serves as a technical advisor to supported departments, recommending technical solutions to meet business needs. Participates in the development and monitoring of Administrative IT operational and budget processes, staffing, and space planning. Provides feedback and support to the Client Services Manager, recommending strategies, innovative solutions, metrics and benchmarks to support data-driven decisions and results.
$5, 066.67 - $10,175.00/ MO.
No. of Positions
Percentage of Time
Full Time 100%
Posting Removal Date
Work extended periods of time in front of a computer terminal and typing on a keyboard.
Travel to meetings on and off campus.
Work flexible or extended hours including nights, weekends and holidays, sometimes on short notice, to meet business needs.
Limited vacation usage during peak workload periods.
Work in a dynamic, distracting, knowledge sharing environment.
Employee is personally responsible for following safety guidelines and procedures.
UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space. Additional information and specifics regarding the policy are available at http://breathefree.ucdavis.edu/index.html
Experience providing technical solutions to complex and diverse information systems, networking, IT security, and desktop support issues in a Microsoft Active Directory environment.
Experience conducting IT customer service management, including call tracking, prioritization, incident and request tracking and problem resolution, escalation and notification policies and procedures.
Experience leading or supervising technical personnel.
Experience implementing and maintaining computer and network security, including associated principles, techniques, tools, policies, and best practices.
Highly developed analytical, organizational, problem-solving, and conflict resolution skills, in both formal and informal settings.
Experience using scripting/automation languages, endpoint management systems, and remote access tools to support distributed computers.
Experience purchasing and implementing IT hardware and software, including product selection, deployment, configuration, and asset/license management.
Experience managing and implementing technical projects.
BS in Computer Science, MIS or a related field, or an equivalent combination of education and experience.
Experience managing a technical service desk. Proven success training, mentoring, leading, and motivating technical staff.
Experience with technical project management methodologies and best practices, including planning, designing, writing, and presenting project proposals, work status reports, and computing system hardware and software purchase recommendations.
Experience with Agile development.
Experience with business and process analysis, analyzing workflow and designing efficient processes to continually review and recommend solutions and best practices. Solid ability to gather, organize, analyze and present complex data and develop effective solutions.
Experience and knowledge of Information Technology Infrastructure Library (ITIL)
Experience with the ServiceNow ITSM platform.
Experience with the BigFix and/or JAMF endpoint management platforms.
Experience implementing and developing training and/or instruction in one-to-one or group settings.
This position is a critical position and subject to a background check. Employment is contingent upon successful completion of background investigation including criminal history and identity checks.
The University of California is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC nondiscrimination policy.
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UC Davis is the home of the Aggies — go-getters, change makers and problem solvers who make their mark at one of the top public universities in the United States. Since we first opened in 1908, we’ve been known for standout academics, sustainability and Aggie Pride as well as valuing the Northern California lifestyle. These themes are woven into our 100-plus-year history and our reputation for solving problems related to food, health, the environment and society.Our 5,300-acre campus is in the city of Davis, a vibrant college town of about 68,000 located in Yolo County. The state capital is 20 minutes away, and world-class destinations such as the San Francisco Bay Area, Lake Tahoe and the Napa Valley are within a two-hour drive.