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BearHelp Manager

Company: University of California, Riverside
Location: Riverside
Posted on: January 15, 2022

Job Description:

Job Number 25130976
Full/Part Time Full Time
Schedule 8AM - 5PM
Salary $71,800 - $121,000

Position Information
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 Preferred
ITIL Foundation Preferred

ExperienceRequirementMinimum of 6 years of related experience. Required
Previous supervisory/managerial experience. Preferred

Special Conditions
Special ConditionRequirementMust pass a background check. Required
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. Required

Minimum Requirements
Requires ability to communicate highly technical information in a clear and concise manner to both technical and nontechnical personnel.
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 issues.
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.

Preferred Qualifications

Additional Informations
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 excel.

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 law.

              For information about our generous employee benefits package, visit: Employee Benefits Overview

              Job Description Details
              View complete Job Description for this position


Keywords: University of California, Riverside, Riverside , BearHelp Manager, Executive , Riverside, California

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