Senior Manager, Technical Support Services - IS Infrastructure - Full Time 8 Hour Days (Exempt) (Non-Union)

Details

Posted: 08-Apr-24

Location: Los Angeles, California

Salary: Open

Internal Number: REQ20146312

The Senior Manager of Technical Support Services will lead and manage the delivery of high-quality services to the Keck Medicine of USC health system, which include but are not limited to employees, contractors, vendors, and partners. The incumbent will oversee and manage the operations of various technical staff deployed throughout Keck Medicine of USC locations and will cover services that includes both technical and service delivery driven needs (support center, service desk and desktop support). This Sr. Manager helps to establish and drive the implementation of overall strategy for Information Services, develops plans and road maps that consistently enable the forward movement of the teams while developing and meeting Service Level Agreements both on the technical and service delivery front. The incumbent is accountable for continuously evaluating and advancing standards and processes related to implementing technical solutions across the enterprise while focusing on customer engagement and impact. The Technical Support Services, Senior Manager will serve as a primary point of escalation for highest tier issues, leadership and management of IT systems, resources, and employees to ensure efficient, effective, and timely service delivery, technical support, customer service, and project implementation; establishing key indicators to measure individual, team and project performance and outcomes; identifying opportunities for performance improvement, defining standard operating procedures and best practices and applying them to the daily work. Additionally, the Senior Manager will ensure the following: development of short and long-term strategies and road maps to improve service offerings and user experience; planning, scheduling, and management for projects, managing hardware, software, and facilities assets, asset lifecycle management, development of technology refresh plans, comprehensive testing and validation of IT assets, facilities, equipment, applications, and services for integration and rollout; responsible for team hiring, performance management, vendor and contractor management, and project leadership. The incumbent will regularly interact, influence and brief senior management and IS executives. Decisions and work will impact the efficiency and operations of a large group of IS and Keck Medical Center of USC employees. Job duties will also include administrative tasks such as scheduling staff, supervising and evaluating employees, and using management computer software as well as customer support tools such as ITSM toolset.

Essential Duties:

• Plan, manage, implement, and evaluate Keck Medical Center of USC infrastructure and service delivery system(s); ensure system and data integrity and availability on a 24/7/365 basis; and meet current and anticipated organizational requirements
• Develop, test, and implement appropriate procedures and protocols to provide, monitor and evaluate system performance
• Develop, implement, and evaluate departmental operations to assure excellent customer service; identify customers, understand their respective needs and expectations; ensure root-cause analysis, identification, and resolution of actual or potential security issues/risks and implementation of preventive measures on a timely basis.
• Measure and improve customer satisfaction outcomes by applying system-wide tools, and best-practices based on CPI methodologies and practices. Solicit customer feedback and apply it to performance evaluations; assure timely and effective response to complaints and problems.
• Provide staff with customer feedback and collaborate to develop impact plans and other interventions that lead to continuous improvement of service delivery. Serve as a liaison/point of contact for problem resolution as required.
• Work closely with users, organizational leaders, and IT colleagues to develop short-term (tactical) and long-term goals and forecasts and associated plans to improve operations and meet anticipated needs.
• Manage assigned management and technical staff.
• Continually assess operational objectives, organizational structure, and work processes to assure optimum skill mix, scheduling, and staffing levels to meet daily operations, project needs and external events.
• Implement consistent performance management practices by defining and communicating goals and performance objectives; regularly monitor, evaluate, and improve individual and team performance.
• Provide coaching and mentoring and other training and development activities to build staff competencies. Develop and implement evaluation criteria that define highly competent, high-performing individuals and teams.
• Develop, implement, and maintain a strategic and tactical vision to deploy technology solutions with emphasis on a consistent, efficient, and effective user experience. Continuous assessment of new requirements from our partner and lead investigation on appropriate measures to meet them.
• Other duties as assigned.

Required Qualifications:

• Req Bachelor's degree

• If no Bachelor's Degree, additional 4 years of experience is required; however, must have high school diploma.

• Req 5-7 years Applicable IT leadership experience
• Req 5-10 years IT experience including computer networks, network administration and related fields.

• Req Excellent professional verbal and written communication skills and organizational skills
• Req Well-organized, detail-oriented, and flexible in handling multiple assignments and competing priorities.
• Req Hands-on experience managing an internal IT tech stack can troubleshoot and support issues if necessary.
• Req Excellent interpersonal skills

Preferred Qualifications:

Required Licenses/Certifications:

• Req Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

The annual base salary range for this position is $133,120.00 - $219,648.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidates work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

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About University of Southern California (USC)
USC is the leading private research university in Los Angeles—a global center for arts, technology and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations. As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.
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