Technology Operations Supervisor

#CA-FT

Under the direction of the Technology Operations Center Manager, the Technology Operations Supervisor will support the Information Technology monitoring and client computing needs of all UCDH departments. In addition to being a technical lead, this position will supervise the Technology Operations support team. The Technology Operations support team addresses all UCDH level two client incidents and service requests that can be resolved without a site visit. The Technology Operations support team acts as a liaison between the Service Desk and End Point Support utilizing remote technologies to efficiently resolve customer support issues. This position will also function as supervisory support of Service Desk day to day operational activities and functional supervisor for Service Desk and Technology Operations staff.

This position will be responsible for high-level, complex administrative analysis for all entities within the Health System. Under limited direction the Incumbent will provide operational leadership to technical staff and support for the effective use of computers, software, and networking to include, system administration, staff training and problem resolution. Facilitate support initiatives across all service lines and departments to meet the needs of our clinicians, patients, and other customers.

Apply By Date: February 14, 2025 at 11:59pm. Selective activities may start at any time.

Minimum Qualifications - For full consideration, applicants are encouraged to upload license and/or certification if required of the position

• Bachelor's degree in related area and / or equivalent experience / training
• 2 years of lead or supervisory experience
• 3 Year of experience supporting client computers and devices in an enterprise environment consisting of 5,000 or more customers
• Demonstrated leadership as a supervisor or lead of a technical operation center operation with a diverse customer base.
• Experience leading work groups of internal and external customers with the goal of improving the customer experience.
• Ability to establish and maintain cooperative working relationships with staff, co-workers, administrators, and vendors.
• Flexibility in accepting new or special assignments on short notice to enable the department to cover essential functions or meet organizational goals.
• Demonstrated excellent interpersonal, oral, and written communication skills for interactions with vendors, faculty, staff, students, and affiliates.
• Must possess the ability to work independently, set priorities, organize the work of others, and meet deadlines.
• Ability to communicate complex technical problems in simple terms to customers and staff members.
• Demonstrated excellent skills to perform, document, and manage problem resolution, escalation, and notification policies and procedures.
• Ability to facilitate/manage meetings, including the development of meeting agendas.
• Ability to research, plan, test, document, and resolve technical problems. Ability to be creative and apply innovative concepts to problem resolution.
• Must possess technical and analytical skills to effectively comprehend complex technical problems; and the ability to make timely and thoughtful decisions.
• Must possess working knowledge of hardware, software, and desktop applications as it relates to desktops, laptops, thin clients, mobile devices, printers, multi-function devices, scanners, Windows on wheels carts, etc.
• Must possess a strong ability to understand business objectives and align the team to meet those objectives.

Preferred Qualifications

• ITIL Foundations Certification
• Experience working in a 24x7x365 support environment
• Experience working in a healthcare setting
• Ability to assimilate new technologies and develop new skills or enhance existing skills by utilizing technical manuals, journals, books, newsgroups, vendor documentation, and other written media.
• Demonstrated skills to plan, design, write, edit, maintain, use and teach complex technical documentation and instructions for technical and non-technical audiences.
• Ability to learn and support network and server connectivity in complex architecture.
• Ability to learn the UC Davis campus network infrastructure, including the overall topology and services, and apply that learning to client support activities.
• Familiarity with the administrative and/or development operations of an academic medical center.
• Knowledge of institutional standards, computer systems and office automation software.
• ITIL foundation certification.

Key Responsibilities

• 40% - Direct Supervision
• 25% - Customer Relationship & Knowledge Management
• 25% - Analytics & Performance Management
• 10% - Communication

Department Overview

UC Davis Health System (UCDH), Technology Operations team performs remote support and consulting activities to service the Health System's needs for teaching, clinical high-quality patient care, and research. The Technology Operations team is responsible for monitoring and the troubleshooting and support for client devices (Desktops, Laptops, VDI, Mobile Devices, Printers, Multi-function Devices, Scanners, Carts, etc.) and their connectivity to the network, the applications, and the databases as well as locally installed business productivity applications. The department provides technical leadership and support for the cost-effective use of computers, software, and networking including troubleshooting, training, and problem resolution.

POSITION INFORMATION

• Salary or Pay Range: $8,283.33- $16,366.67
• Salary Frequency: Monthly
• Salary Grade: Grade 25
• UC Job Title: Info Sys Supv 2
• UC Job Code: 000530
• Number of Positions: 1
• Appointment Type: Staff: Career
• Percentage of Time: 100
• Shift (Work Schedule): Monday through Friday 7am - 4pm
• Location: UCDHAS Building (HSP165)
• Union Representation: 99 - Non-Represented (PPSM)
• Benefits Eligible: Yes
• This position is hybrid (mix of on-site and remote work)
• This position is not an H-1B visa opportunity.

Benefits

Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits below and eligibility rules by visiting either our handy Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page.

If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html

* High quality and low-cost medical plans to choose from to fit your family's needs
* UC pays for Dental and Vision insurance premiums for you and your family
* Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
* Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
* Access to free professional development courses and learning opportunities for personal and professional growth
* WorkLife and Wellness programs and resources
* On-site Employee Assistance Program including access to free mental health services
* Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
* Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
* Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here
* UC Davis cares about building a community, which is why we provide resources to enhance diversity, equity and inclusion as well as Employee Resource Groups (ERGs) to support our staff

Physical Demands

• Standing - Occasional Up to 3 Hours
• Walking - Occasional Up to 3 Hours
• Sitting - Frequent 3 to 6 Hours
• Lifting/Carrying 0-25 Lbs - Occasional Up to 3 Hours
• Pushing/Pulling 0-25 Lbs - Occasional Up to 3 Hours
• Pushing/Pulling 26-50 lbs - Occasional Up to 3 Hours
• Keyboard use/repetitive motion - Occasional Up to 3 Hours

Mental Demands

• Sustained attention and concentration - Frequent 3 to 6 Hours
• Complex problem solving/reasoning - Frequent 3 to 6 Hours
• Ability to organize & prioritize - Frequent 3 to 6 Hours
• Communication skills - Frequent 3 to 6 Hours
• Numerical skills - Frequent 3 to 6 Hours
• Constant Interaction - Frequent 3 to 6 Hours
• Customer/Patient Contact - Frequent 3 to 6 Hours
• Multiple Concurrent Tasks - Frequent 3 to 6 Hours

Work Environment

UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.

Must be able to work extra hours (nights and weekends) for operational needs and must be available for a 24-hour a day on-call rotation.

Special Requirements - Please contact your recruiter with questions regarding which activities apply by position

• This is a critical position, as defined by UC Policy and local procedures, and as such, employment is contingent upon clearing a criminal background check(s) and may include drug screening, medical evaluation clearance and functional capacity assessment

Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

Diversity, Equity, Inclusion and Belonging

At UC Davis, we're solving life's most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don't just maintain - we improve. We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds and you belong here. As you consider joining UC Davis, please explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education, and our latest efforts to outgrow the expected. The University of California, Davis is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California's Affirmative Action Policy, please visit: https://policy.ucop.edu/doc/4010393/PPSM-20

For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination

Because we want you to be seen, our recruiting process at UC Davis fosters authenticity, diversity, and inclusion. Studies have shown that some people may not apply to jobs unless they meet every single qualification. Each unique role at UC Davis has a set of requirements and you could be perfect for this role, or you could be perfect for the next role! Don't meet all the requirements? We still encourage you to apply! #YouBelongHere
To learn more about our background check program, please visit: https://hr.ucdavis.edu/departments/recruitment/ucd/selection/background-checks