The USC Keck School of Medicine - Alzheimer Therapeutic Research Institute (ATRI), located in San Diego, California is an academic institute comprised of an expert panel of scientific collaborators committed to advancing the development of new treatments for Alzheimerâs Disease (AD) through innovative clinical trials.
The IT Supervisor provides daily oversight and direction to a team of IT Service Desk consultants responsible for customer support.Â Customer support covers computer hardware, software, network, cloud-based services and technical consultation.
Day to day management responsibilities of IT Service Desk consultants including scheduling, coaching and performance management.
Daily technical support of IT Service Desk consultants with requests and escalation.
Reporting and metrics gathering for cloud based platforms and Service Desk performance.
Maintains and manages ATRI technical on-premise infrastructure (AV, networking, telephony).
Provisions user accounts and manage access controls for SaaS.
Manages services subscriptions and renewals for SaaS platforms.
Interacts with hardware, software and services vendors to establish and maintain supportive relations.
Ensure all operational processes and procedures are clearly documented and maintained.
Experience & knowledge:
Required Bachelorâs Degree or equivalent experience.
Preferred 3-5 years; experience in Desktop and/or Help Desk support.
Proven track record and experience in project management and team supervision.
Experience in implementing and utilizing ITIL compliant service desk tools.
Must be able to demonstrate excellent customer service and communication skills.
Must be able to demonstrate ability to learn and continue learning new systems and willingness to take on additional responsibilities.
Must be able to demonstrate ability to work both independently and cooperatively in a team as needed and follow-up towards the successful completion of assigned tasks.
Demonstrated experience with wireless and wired networks, MacOS and WindowsOS computing environments, telephony systems, and audiovisual systems.
Demonstrated experience with implementing and managing MDM solutions (preferably Airwatch/Workspace One UEM).
Experience with SaaS.
Experience using command line scripting languages.
Experience creating and automating processes.
This position may be required to work evenings or weekends as needed.
Salary is dependent on education and experience.
Location:Â San Diego, CA
Minimum Education: Bachelor's degree, Combined experience/education as substitute for minimum educationMinimum Experience: 2 yearsMinimum Field of Expertise: Experience in computing environments; specific user support experience with operating systems, microcomputers, networks, LANs, and network software. Supervisory experience.
USC is the leading private research university in Los Angeles—a global center for arts, technology and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.