Under the general direction of the UCLA Health Sciences Schools’ Director of Client Services, the Desktop Services Support Manager (DSSM) is responsible for the development and maintenance of a customer-obsessed, high-performing desktop services team supporting teaching, learning, research, clinical care, and administration across the UCLA Health Sciences. This position directly manages Desktop Support staff, providing work direction and prioritization, setting and holding team members accountable for work performance, training and onboarding staff, and supporting staff’s professional growth. The DSSM leads Desktop Support initiatives, participating on large and midsize projects as well as managing desktop support projects, while prioritizing and balancing the team’s operational activities. It is the primary mission of the DSSM to mature the desktop support team and services such that the Health Sciences Schools’ faculty, staff, and students can make the best use of the technology offered by UCLA Digital Technology (DGIT).

REQUIRED: • At least 4 years working experience in technical support position (required) • Experience with an IT Service Management ticketing system. • ITIL Certification Preferred, Knowledge of ITIL required • Strong written and oral communication skills, and excellent customer service skills with tact in dealing with demanding clients. • Detail oriented with the ability to plan and prioritize work on multiple initiatives, respond to rapidly changing needs, and meet deadlines. • Team player; enjoys working collaboratively as part of a team as well as working independently to produce results. PREFERRED: Bachelor’s Degree in Computer Science or related field. Relevant experience can be substituted for a degree At least 2 years supervisory experience