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California Polytechnic State University

Location: San Luis ObispoCA 93407 Document ID: AB283-2T94 Posted on: 2017-08-3008/30/2017 Job Type: Regular

Job Schedule:Full-time
2017-09-29
 

Service Desk Lead



Cal Poly, San Luis Obispo

Service Desk Lead


Department: ITS - Customer & Tech Support (134900)

College/Division: Academic Affairs

Salary Range: $4,372 - $9,683 per month.

Position Description:
***THIS POSITION IS OPEN UNTIL FILLED***

Cal Poly offers an exciting opportunity to be a part of our unique "learn by doing" campus community and make an impact on the more than 20,000 students it serves. Nestled in the foothills of California's Central Coast, Cal Poly provides employees with first-class benefits and a fun, creative environment where a healthy work-life balance is deeply valued.

Information Technology Services (ITS) makes it easier for students, faculty, and staff to learn, research, teach, and work by providing great service and innovative information technology solutions. Our team of more than 100 professionals works in a highly collaborative environment, using agile methods and lean principles to shape the technology landscape of Cal Poly. As part of our vibrant campus culture, members of ITS work with talented Cal Poly employees and students to take on impactful, cutting-edge projects and provide day-to-day support to our customers. ITS values professional development and provides individual and organization-wide education and training opportunities for our employees.

We are looking for an Service Desk Lead (Information Technology Consultant-Career) to provide consultative support to enhance the use and access of technology and information systems, with particular focus on applications supported by the ITS Service Desk, including support for administrative systems, email, calendar, user accounts and passwords, PolyCard, and learning management systems. Duties include user consultation and support, site administration, documentation and training, student management and pay, and customer service.

Working with the manager and technical architects for the ITS-Customer & Technology Support group, the service lead ensures service success and excellent customer service, prioritizes and assigns daily work, and handles escalation and incident response.

The career level is broad and includes intermediate through senior level positions. Incumbents at this level work relatively independently and possess the experience to be fully proficient in performing most or all of the work assignments defined for their position. Typically, incumbents have acquired the requisite skills and knowledge through a combination of education, training, and progressive work experience to be able to demonstrate competence in independently applying technical judgment to standard and nonstandard applications and systems, solving a wide range of problems and developing practicable and thorough solutions, and using effective communication and listening skills.


Minimum Qualifications (Staff Only):
Bachelor's Degree and two years of relevant experience (additional qualifying experience may be substituted for up to two years of required education on a year-for-year basis)


Required Qualifications:
  • Ability to provide leadership, analyze needs, and ensure quality delivery of products and services;
  • Demonstrated ability to prioritize and assign work by leading sprint planning meetings, standup meetings, and value stream delivery for designated service area.
  • Demonstrated ability to develop project implementation plans and schedules.
  • Ability to provide leadership for Service Desk student assistants and other areas on matters that affect ITS customers.
  • Demonstrate the ability to create and track schedules to ensure coverage for the Service Desk.
  • Working knowledge of web applications and sites.
  • Comprehensive knowledge in application support and demonstrated ability to apply it effectively.
  • Working knowledge of common software application packages and operating systems.
  • Ability to learn tools for performance monitoring and issues tracking.
  • Demonstrated ability to translate technological solutions into terms understandable by a variety of users; demonstrated ability to work with technical and non-technical staff to identify user requirements and translate them into technology-based solutions.
  • Demonstrated ability to research and evaluate new technologies and software to meet user needs.
  • Ability to use creative problem-solving skills and apply effective technical solutions.
  • Ability to apply campus information security policy and standards to develop specific security requirements. Ability to apply security models and frameworks to ensure appropriate security is maintained.
  • Excellent verbal and written communication skills, including the ability to prepare and deliver formal and informal documentation, presentations, and training to a variety of end users.
  • Excellent organizational and time management skills with the ability to set own priorities to coordinate multiple assignments with fluctuating and time-sensitive deadlines.
  • Ability to foster and maintain positive and professional working relationships; ability to effectively handle interpersonal interactions at all levels and respond appropriately to conflicts and problems.
  • Ability to lead work direction and train others.
  • Interest and ability to maintain and enhance technical currency.
  • General knowledge of requirements for accessibility and other regulatory compliance.

  • Preferred Qualifications:
  • Degree in computer science or related field.
  • 3-4 years of experience in a customer service setting.
  • 2-3 years of experience with supervising others.
  • Knowledge of Information Technology Service Management (ITSM) practices and frameworks and Lean management practices.

  • Special Conditions:
    ***THIS POSITION IS OPEN UNTIL FILLED***

  • Must be able to safely move equipment up to 50 lbs, with or without assistance.
  • Must be able to successfully pass a pre-employment background/fingerprint check.
  • This position classification has been defined as exempt and is not subject to the overtime provisions of the Fair Labor Standards Act (FLSA).
  • Must be able to adjust working hours to meet special jobs. Must be able to work occasional overtime or holidays on an as-needed basis.
  • May be called back periodically to perform work as needed on an emergency basis.
  • Must be willing to travel and attend training programs off-site.
  • The person holding this position is considered a 'mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

    Retired CalPERS members selected for this vacancy must request and be approved for reinstatement from retirement prior to the start date. Employment of retired CalPERS members will typically be for 90 days or less and must be for work requiring specialized skills or for a bona fide emergency to prevent stoppage of business.

    May be required to complete a Supplemental Employment Application Questionnaire, which contains questions pertaining to conviction history, and submit it when requested by Cal Poly. This disclosure is confidential and will not necessarily preclude applicants from employment.

    A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with the CSU. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current CSU employees who apply for the position.

    Please note: Current employees who are offered positions on campus will be required to undergo a background check for any position where a background check is required by law or that Cal Poly has designated as sensitive. Sensitive positions are those requiring heightened scrutiny of individuals holding the position based on potential for harm to children, concerns for the safety and security of people, animals, or property, or heightened risk of financial loss to Cal Poly or individuals in the university community.

  • Review Begin Date:

    Requisition Number: 104550

    To Apply: All applicants must apply online at: https://www.calpolyjobs.org.

    About Us
    Cal Poly is a nationally ranked, four-year, comprehensive public university. Founded in 1901, the 6,000-acre campus is nestled in the foothills of San Luis Obispo, along California's scenic central coast and midway between Los Angeles and San Francisco. With a budget of $168.5 million, the university has a student enrollment exceeding 17,000 students and employs more than 2,000 faculty and staff members. Cal Poly is part of the 23-campus California State University system.

    At California Polytechnic State University, San Luis Obispo, we believe that cultivating an environment that embraces and promotes diversity is fundamental to the success of our students, our employees and our community. Bringing people together from different backgrounds, experiences and value systems fosters the innovative and creative thinking that exemplifies Cal Poly's values of free inquiry, cultural and intellectual diversity, mutual respect, civic engagement, and social and environmental responsibility.

    Cal Poly's commitment to diversity informs our efforts in recruitment, hiring and retention. California Polytechnic State University is an affirmative action/equal opportunity employer.





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