Associate Director, IT Client Support

The Anderson Computing & Information Services staff is committed to providing students, faculty and staff the best possible support and service for your technology and information needs.

Anderson Computing & Information Services (ACIS) provides information and technology services to the Anderson School of Management. Under the general direction of the Chief Information Officer, the Associate Director, IT Client Support oversees the operations of the Staff, Faculty and Student helpdesks, which serve approximately 500 Anderson School faculty, staff and about 2300 students in various programs. The Help Desk, which is made up of both full-time staff and student workers, provides general computing and technical support on hardware, software, network, and A/V equipment. The helpdesk team serves as the initial point of contact to the Anderson community for any computing questions and issues and works closely with other internal teams within ACIS to ensure incidents and requests are resolved as quickly as possible. The primary responsibility of the Associate Director, IT Client Support is to manage the helpdesk team's workload and performance ensuring timely delivery of technical services and problem resolutions that meet or exceed clients' expectations. The incumbent will lead and supervise the help desk team, provide individual staff member the necessary training and direction, and foster and maintain a collaborative and supportive team environment that inspires focus on exceptional service quality and professionalism. The incumbent will also need to occasionally perform hands-on tasks, resolve complex technical problems, monitor helpdesk and classroom hotline phones, the ticket system, and email inboxes, and become the technical lead in specific technology areas and provide training and documentation to the helpdesk team in that area. In addition, the incumbent is expected to research, recommend, and make continuous improvements to internal processes and procedures by collecting, analyzing, and reporting data from the ticket system, various system logs, user surveys, and other relevant industry sources.

*UCLA provides a full pay range. Actual salary offers consider factors, including budget, prior experience, skills, knowledge, abilities, education, licensure and certifications, and other business considerations. Salary offers at the top of the range are not common. Visit UC Benefit package to discover benefits that start on day one, and UC Total Compensation Estimator to calculate the total compensation value with benefits.

1. Customer Service Minimum five years of customer service experience. (Required)
2. Higher Education Familiarity with faculty research and faculty/student instructional needs. (Preferred)
3. Ability to work independently with little or no direct supervision. (Required)
4. Demonstrated managerial and supervisory capability. (Required)
5. Demonstrated project management experience including ability to meet with users and conducts needs assessment requirements gathering; time-line development and implementation schedule. (Required)
6. Ability to analyze data and recommend solutions based on the data analysis. (Required)
7. Strong customer service orientation and possess the ability to establish and maintain cooperative working relations with faculty, students, Anderson and ACIS staff, as well as vendors and suppliers. (Required)
8. Demonstrated ability to handle difficult customer service situations calmly, courteously, and efficiently. (Required)
9. Skill in portraying to the user availability and approachability, patiently listening to the user's description of the problem, probing with knowledgeable questions, interpreting information to advise and guide the user to an effective solution. (Required)
10. Working knowledge of off-the-shelf PC software applications including Microsoft Office, web browsers, and email applications. (Required)
11. Demonstrated experience in installing and configuring computer hardware and software applications. (Required)
12. Minimum of one year experience installing, configuring, operating and troubleshooting web and video conferencing hardware and software and lecture capture system. (Required)
13. Advance working knowledge of the current Microsoft and Apple operating systems. (Required)
14. Ability to train, schedule, and lead workforce. (Required)

1. Bachelor's Degree Bachelor's degree in computing science; or equivalent combination of education and experience. (Required)

1. Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.
2. Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

Standard Hours are Monday through Friday from 8:00 a.m. to 5:00 p.m.

99-Policy Covered