Job Code: 4805 Job Grade: K Would you like to help shape the future of Stanford's School of Medicine as one of the most prestigious schools in the world? Join our IT Support team in leading and changing medicine as we know it today. We are looking for energetic self-starters who want to make a contribution as a Desktop Support Manager to drive and support initiatives in the Office of Information Resources & Technology (IRT). Stanford University is an employer of choice in the Silicon Valley, sitting next to, and interacting with the world's preeminent high tech companies. We offer a variety of benefits beyond traditional medical, dental, and retirement savings options. This is a culture where you can make a difference working alongside some of the brightest and advanced thinkers in the world.
Information Resources and Technology (IRT) provides information technology and informatics services in support of the Stanford School of Medicine's (SSOM) clinical, research and educational missions. IRT's services include software development, web services, business intelligence, educational technology, data center, data security, IT support and clinical informatics.
Our Desktop Support Manager is a newly created full-time benefits eligible position reporting to the Associate Director of IT Support Operations. In this position you will be responsible for leading a team that provide hardware support as well as security, communication, collaboration, and productivity application support for desktops, laptops, and mobile devices used by SSOM's faculty, staff, students, and affiliates. The Desktop Support Manager will be responsible for delivering world-class desktop support by managing, evaluating, recruiting, hiring, and developing Desktop Support Technicians. The manager will interface directly with the technical staff and other managers and will be directly involved in resolving escalations and coordinating the communication of service status related to his/her area of responsibility. He/she will be directly involved in implementing our new support strategy and radically improving the customer experience as well as internal support team processes and procedures.
This position currently works in our Palo Alto office. This position may move to the new Stanford Redwood City campus late May to late June 2019.
Supervise desktop staff and direct activities; train computing support staff on potential problems and solutions.
Understand customer requirements and business opportunities
Deliver on service commitments to users and departments within the School of Medicine
Energize staff and continuously seek new ways of increasing support efficiencies
Ensure all phases of computing support are coordinated, monitored, logged, tracked, and resolved appropriately; often serve as the final escalation point.
Foster positive end user relationships and drive customer satisfaction
Analyze performance trends, forecast resource requirements, and implement corrective action as needed
Report team performance metrics and project summary status periodically
Measure customer feedback regularly from those receiving IT services and present findings to management with continuous improvement recommendations
Implement programs and processes to ensure the highest level of service, efficiency, quality, and response
Act as a single point of contact and be the advocate between cross-functional groups
Continuously identify cost reduction for service delivery through leveraging tools, automation, and best practices
Ensure attrition does not affect ability to deliver services
Develop and implement strategic plans to solve complex issues involving the integration of various technical systems
Establish, communicate, and implement policies, procedures, best practices, recommendations, and guidelines for standards
Work on (and often lead) technical projects requiring expertise and creativity in analysis and deployment of technology
Collaborate with other IT Field Support teams and groups in IRT and in the departments. Liaison with the SHC/SCH/University Service Desk to coordinate services.
* - Other duties may also be assigned.
Exceptional customer relationship skills, consensus building skills, and ability to establish effective working relationships in a diverse and distributed organization; flexible in adapting to clients' changing needs.
Experience developing and managing both technical and non-technical processes and procedures in a complex support environment
Demonstrated ability to lead, manage, plan, and support a functionally organized, technically oriented environment, with staff working on a wide variety of technical activities. Ability to work independently and exercise sound judgment in managing a diverse technical staff.
Generalist knowledge in various IT areas, such as networking, desktop support, and security, and methods used in those areas.
Knowledge of best practices in delivering IT support and professional consulting services.
Experience with ServiceNow, Remedy, NetDB or other internal Stanford Software.
Prior experience in an academic environment, particularly a medical research environment.
Prior experience with data security issues and best practices.
At least three years' experience with managing (hiring, coaching, performance management), supervising and training a group of employees highly desired.
Ability to plan effectively and to manage/supervise projects and work queues.
Excellent verbal and written communication skills, with the ability to communicate complex technical issues to non-technical users.
EDUCATION & EXPERIENCE (REQUIRED):
Bachelor's degree and three years of relevant work experience, or a combination of education and relevant experience.
KNOWLEDGE, SKILLS AND ABILITIES (REQUIRED):
Understanding of relevant technical knowledge and problem resolution.
Strong customer relationship skills, consensus building skills.
Ability to establish effective working relationships in a diverse environment.
Ability to motivate and mentor staff.
Demonstrated project management skills.
Ability to multi-task.
Constantly perform desk-based computer tasks.
Frequently sit, grasp lightly/fine manipulation.
Occasionally stand/walk, use a telephone.
Rarely writing by hand, lift/carry/push/pull objects that weigh up to 10 pounds.
* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.
May require extended hours, evenings and weekends, on-call rotation.
Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.
Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu.
Location: School of Medicine, California, United States Schedule: Classification Level:
Stanford is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
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Located between San Francisco and San Jose in the heart of Silicon Valley, Stanford University is recognized as one of the world's leading research and teaching institutions. Leland and Jane Stanford founded the University to "promote the public welfare by exercising an influence on behalf of humanity and civilization." Stanford opened its doors in 1891, and more than a century later, it remains dedicated to finding solutions to the great challenges of the day and to preparing students for leadership in a complex world. The University's thriving diverse community is comprised of nearly 7000 undergraduate students, 9000 graduate students, 2000 faculty members, 1900 postdoctoral scholars, and over 11,000 academic and administrative staff in seven schools including several interdisciplinary research centers and institutes. The campus spreads over 8000 contiguous acres and nearly all undergraduates live on campus. Stanford offers bachelor's and master's degrees in addition to doctoral degrees (PhD, MD, DMA and JD) plus a number of professional and continuing education programs and certifications. More at http://facts.stanford.edu and http://www.stanford.edu.Stanford University is an eq...ual opportunity employer and is committed to increasing the diversity of its faculty. It welcomes nominations of and applications from women, members of minority groups, protected veterans and individuals with disabilities, as well as from others who would bring additional dimensions to the university’s research, teaching and clinical missions.