Company: University of California, Riverside
Posted on: January 15, 2022
Job Number 25130976
Full/Part Time Full Time
Schedule 8AM - 5PM
Salary $71,800 - $121,000
The Help Desk Manager manages the helpdesk and endpoint teams by
evaluating performance and ensuring customer service is timely and
accurate on a daily basis. This position is responsible for
recruiting, training and supporting their respective teams by
providing guidance using their problem-solving background and
attitude. Setting customer service standards, SLAs and OLAs based
on KPIs will be an expectation of this position as well as using
productivity metrics to report out to IT Leadership daily, weekly
and monthly. Using metrics and customer feedback, this position
will also establish best practices to define support processes. The
ideal candidate will have proven work experience as a Help Desk
Manager with a solid technical background. An ability to provide
guidance on technical issues or processes to a non-technical
audience will also help you thrive in this higher education
environment. **As a condition of employment, you will be required
to comply with the University of California SARS-CoV-2 (COVID-19)
Vaccination Program Policy. All Covered Individuals under the
policy must provide proof of Full Vaccination or, if applicable,
submit a request for Exception (based on Medical Exemption,
Disability, and/or Religious Objection) or Deferral (based on
pregnancy) no later than the applicable deadline. For new
University of California employees, the applicable deadline is
eight weeks after their first date of employment. **
Education RequirementsDegreeRequirementBachelor's degree in related
area and/or equivalent experience/training. Required
LicensesLicenseRequirementValid Driver's License. Required
CertificationsCertificationRequirementHDI Support Analyst
ITIL Foundation Preferred
ExperienceRequirementMinimum of 6 years of related experience.
Previous supervisory/managerial experience. Preferred
Special ConditionRequirementMust pass a background check.
Occasional travel for University-related business meetings,
conferences, and developmental opportunities. Required
Travel Outside of Normal Business Hours Required
Must possess or obtain a Valid CA Driver License in accordance with
the California Department of Motor Vehicles, if driving a
university/personal vehicle for university related business.
Requires ability to communicate highly technical information in a
clear and concise manner to both technical and nontechnical
Working knowledge of IT-related products and services.
Position requires strong analytical skills.
Has knowledge of related principles and concepts to provide
solutions to more complex and diverse desktop support-related
Demonstrated skill in managing technical staff.
Has working knowledge of business/technical support function.
General knowledge of other areas of IT.
Must have effective interpersonal and management skills.
Excellent oral and written communication skills.
In the Heart of Inland Southern California, UC Riverside is located
on nearly 1,200 acres near Box Springs Mountain in Southern
California; the park-like campus provides convenient access to the
vibrant and growing Inland region. The campus is a living
laboratory for the exploration of issues critical to growing
communities' air, water, energy, transportation, politics, the
arts, history, and culture. UCR gives every student, faculty and
staff member the resources to explore, engage, imagine and
UC Riverside is recognized as one of the most ethnically diverse
research universities in the country boasting several key rankings
of which we are extremely proud.
- UC Riverside is proud to be ranked No. 12 among all U.S.
universities, according to Money Magazine's 2020 rankings, and
among the top 1 percent of universities worldwide, according to the
2019-20 Center for World University rankings.
- UC Riverside is the top university in the United States for
social mobility. - U.S. News 2020
- UCR is a member of the University Innovation Alliance, the
leading national coalition of public research universities
committed to improving student success for low-income,
first-generation, and students of color.
- Among top-tier universities, UC Riverside ranks No. 2 in
financial aid. - Business Insider 2019
- Ranked No. 2 in the world for research, UCR's Department of
Entomology maintains one of the largest collections of insect
specimens the nation. - Center for World University Rankings
- UCR's distinguished faculty boasts 2 Nobel Laureates, and 13
members of the National Academies of Science and Medicine.
The University of California is an Equal Opportunity/Affirmative
Action Employer with a strong institutional commitment to the
achievement of excellence and diversity among its faculty and
staff. All qualified applicants will receive consideration for
employment without regard to race, color, religion, sex, sexual
orientation, gender identity, national origin, age, disability,
protected veteran status, or any other characteristic protected by
For information about our generous employee benefits package,
visit: Employee Benefits Overview
Job Description Details
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Keywords: University of California, Riverside, Riverside , BearHelp Manager, Executive , Riverside, California
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