UCSD Layoff from Career Appointment: Apply by 10/16/2019 for consideration with preference for rehire. All layoff applicants should contact their Employment Advisor.

Special Selection Applicants: Apply by 10/28/2019. Eligible Special Selection clients should contact their Disability Counselor for assistance.

This position has recently been accreted by UPTE TX union, and will be a part of that Union moving forward.

This position will remain open until filled.

The Field Support Service Lead will be responsible for all field support customer service activities. The incumbent will accomplish this by focusing on the development of programs and procedures to enhance service, productivity, performance, interactions, and relationships of the Field Support Team. This is accomplished via multiple tasks such as; maintaining ServiceNow and Web Catalogs, Process Improvement, Knowledge Base Articles, Process Automation, Reduced Lead Time to Resolve by reduction of Requests/Incidents needed to be assigned to on-site techs, etc.

This role balances direct customer support with team coordination and oversight. The Field Support Service Lead will frequently serve as liaisons between the Field Support Team and its customers, working with leadership (Director, Manager, and Supervisor), technicians, inventory coordinator, and vendors. Reviews and assists in Escalation Resolutions. Reviews and follows up on Customer Survey (CSAT) Responses. Supports Process Improvement. Identifies and Resolves a Wide Range of Business Process Issues. Helps to Identify Trends and Gaps in Service and Assists with the Development of Solutions.

Assists in Creating Customer Facing Knowledge Base Articles. Assists in Creating Technical and Non-Technical Documentation. Works with IS Communications Lead. Helps to Establish and Maintain Field Support Vendor Relationships. Aids in Establishing and Maintaining Inter-Departmental Relationships and Escalations. Service Queue Coordination (Intake/Assignment of Requests and Incidents). Completes Remote Requests and Incidents. Updates HealthIS.ucsd.edu Computing Equipment Catalog. Updates ServiceNow Equipment Ordering Catalog Tables

• A Bachelor's Degree in related area; and/or equivalent experience/training.

• Three (3+) or more years of relevant experience in a Technical Environment (Project Management, Analysis, etc.).

• Professional experience, and proven success, providing information systems support and management in a large scale organization.

• Thorough knowledge of desktop and business/technical support systems. Skills and abilities necessary to complete the most technical business/technical support functions.

• Strong ability to construct and execute test plans for hardware and software. Experience conducting hardware and software tests, analyzing test results and producing reports of conclusions and recommendations.

• Extensive experience in use and knowledge of networking protocols such as DHCP, TCP/IP, etc.

• Demonstrated skill providing technical training to users at various levels of skill. Experience at providing technical and administrative work direction.

• Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner.

• Demonstrated skill at project management processes.

• Broad knowledge of IT-related products and services. General knowledge of other areas of IT. Thorough knowledge of unit's business processes.

• In-depth understanding of divisional or institutional business processes to provide the highest level of support.

• Demonstrated experience in use and knowledge of complex scripting languages.

• Demonstrated ability to configure and customize moderately complex software.

• Advanced skill at creating technical documentation for complex processes and applications.

• In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues.

• Thorough skills in configuring, troubleshooting and supporting end user client systems including desktop, laptop and mobile computing devices.

• Working knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot.

• Working knowledge of organization computer requirements, recommendations and policies including security standards.

• Gathers, analyzes, reviews, categorizes and oversees ticket assignments for technical support for divisional, institution-wide or multi-institutional users ensuring referral to appropriate level of services. Performs highest tier of technical support.

• Provides bridge between customer needs and highly technical applications and application groups (ex: mainframe, network), other technology service providers and third-party vendors. Serves as staff expert on technical troubleshooting for the most difficult customer problems. Provides guidance to end users on IT policy and procedures.

• Experience in a healthcare environment.
• Certification in building On-Line training modules using Captivate or similar software.
• Working knowledge of IT Project Management techniques/processes utilizing Microsoft Project/Microsoft Project Server.

• Must be able to work various hours and locations based on business needs.
• Employment is subject to a criminal background check and pre-employment physical.