User Support Manager; HFA​/SOSC

Position Details

Position Number:
Payroll

Title:

BUS TCHL SUPP SUPV 2
Job Code: 007561
Job Open Date: 02/10/26
Application Review Begins: 02/26/26; thereafter, open until filled
Department Code (Name): LSIT (LETTERS & SCI-INFORMATION TECH)
Percentage of Time: 100%
Union Code (Name): 99 - Non-Represented (PPSM)
Employee Class (Appointment Type):
Staff:
Career
FLSA Status:
Exempt
Classified Indicator

Description:

PSS
Salary Grade:
Grade 23
Pay Rate/Range:
The budgeted salary range that the University reasonably expects to pay for this position is $88,000 to $120,000/year. Salary offers are determined based on final candidate qualifications and experience; the budget for the position; and the application of fair, equitable, and consistent pay practices at the University. The full salary range for this position is $88,000 to $161,600/year.

Work Location:

Social Sciences & Media Stds - 1115
Working Days and

Hours:

Monday - Friday, 8am-5pm
Benefits Eligibility:
Full Benefits
Type of Remote or Hybrid Work Arrangement:
Hybrid (Both UC & Non-UC locations); remote up to 3 days/week

The College IT (CIT) department provides a full range of IT services including internet services (DNS, file sharing, web hosting, etc.), desktop/application support, research IT, endpoint management, security, and web development for faculty, staff, departments, and researchers  provides support across the College of Letters & Science, serving most departments in the Humanities and Fine Arts (HFA), Social Sciences (SOSC), and Mathematics Life and Physical Sciences (MLPS) divisions, along with the division of Undergraduate Education.

CIT's remit covers over 5,000 users, and in excess of 8,000 endpoints, servers and systems. Primary operating systems in use by our users include Windows, MacOS and Linux.

Under the leadership of the Director of Endpoint Services and User Support in CIT, the User Support Manager (HFA/SOSC) is responsible for the management and leadership of the User Support Team focused on the Social Science and Humanities & Fine Arts divisions within the College of Letters & Science. The HFA/SOSC User Support Team serves over 40 L&S departments and programs, consulting with staff, faculty, and researchers on technology issues and providing on-site technical support and training.

Analyzes and resolves problems with broad or deep impact, interprets policies and demonstrates technical expertise. Sets priorities for the team, and ensures timely completion of tasks through supervision and mentorship. Exercises judgment within defined procedures and policies to determine appropriate action. Receives broad direction from the Director of objectives and needs to address, and develops solutions and approaches to achieve those objectives.

Directs the intake and resolution management of requests and delegates tasks to User Support staff and student workers. Works closely with L&S departments and leadership on critical issues relating to all forms of technology. Designs and manages the annual departmental workstation replacement process. Ensures the appropriate and effective use of IT resources within supported departments. Supervises, manages, recruits, and evaluates between 2 and 5 Business Technical Support Analysts, depending on staffing levels.

• Bachelor's Degree in a technology or quantitative discipline, or an equivalent combination of education and experience.
• 1-3 years experience as a member or manager of a help/service desk team or associated infrastructure team.
• 1-3 years experience with managing or participating in technical deployments in a diverse user and endpoint environment.

• 1-3 years experience managing a high volume Information Technology help/service desk.
• 1-3 years experience supervising technical staff. Experience coaching, mentoring, and encouraging professional development.
• Multiple instances of experience with user communication plans as part of a significant project.
• Experience working with academics and researchers in Higher Education.
• Participates in the development and monitoring of information systems policies and procedures for department or department operations.
• Recommends hiring of new employees, salary actions, terminations, and performance ratings.
• Helps analyze the needs of functional departments and helps to establish priorities for feasibility studies and systems design and implementation to develop new and / or modify information processing systems.
• Understands and helps to coordinate support efforts across campus and within the divisions, providing guidance to staff and routing tickets up appropriate channels when requests fall outside of CIT's purview.
• Coordinates activities of professional staff with functional departments involved in system requirements, techniques, and controls.
• Supervises research on emerging technologies to support changes in infrastructure.
• Supervises, plans, designs and implements moderately complex system…