ABOUT STANFORD UNIVERSITY AND RESIDENTIAL & DINING ENTERPRISES: Founded in 1891, Stanford University is among the top academic institutions in the country, excelling in a wide range of fields from the humanities to information technology to the health sciences and medicine. The university is located near Palo Alto, 35 miles south of San Francisco, on an 8,800-acre campus. Residential & Dining Enterprises (R&DE), the largest auxiliary organization at Stanford University, supports the academic mission of the University by providing the highest quality services to students and other members of the university community. The Department has an annual operating budget of over $270 million, oversees a 5 million sq. ft. physical plant across the campus, and provides housing for over 13,000 students and dependents, serves over 18,000 daily meals at 30 dining and retail locations and over 300,000 meals at Athletic Concessions events, and hosts 20,000 conference guests annually. Additionally, R&DE comprises 735 FTE staff in the following divisions: the Office of the Senior Associate Vice Provost, Student Housing, Stanford Dining, Stanford Hospitality & Auxiliaries, Stanford Conferences, and a team of R&DE strategic business partners: Finance & Administration, Human Resources, Information Technology and Communications. R&DE Information Technology consists of 26 full and part-time staff. The department is organized into six teams: CIO office, Portfolio and Project Management Office, Applications Development, Support Services, Security, and Systems Administration. R&DE IT supports over 70 applications and integrations, 2,200 technology assets, and 900+ users. In addition to providing excellence in everything they do, R&DE IT is dedicated to the mission and core values of Residential & Dining Enterprises. The Support Services team provides value by maintaining and advancing the technology needs of R&DE and is comprised of three core support areas: Desktop and Application support; Point of Sale (PoS) and Internet of Things (IoT) support; and Audio/Visual (A/V) Technologies support. R&DE's Desktop and Application team is responsible for the incident and request fulfillment related to desktop, mobile device, printer, software, software licensing management, and front line support for the application portfolio including but not limited to Star Rez, Eatec, Reserve, Tririga, Emma, etc. R&DE's Point of Sale (PoS) and Internet of Things (IoT) team provides support with the incident and request fulfillment related to break fix with Revel iPads, receipt printers, customer PoS displays, Kronos time clocks, Smart Temp thermometers, Lean Path, Ingenico card readers, and emerging technologies like robotics. The A/V Technologies team supports R&DE's 3 conference centers, 30 conference rooms, and 3 athletic concession venues with on-site delivery, set up, operation, maintenance and troubleshooting of equipment related to A/V. R&DE's conference centers are equipped with state-of-the-art audio/visual equipment including high definition laser projection, sound boards, wireless microphones and capturing capabilities for various types of high profile events ranging from boardroom meetings to banquets and receptions. Reporting to the IT Manager of Support Services, the Service Desk Supervisor is part of the Desktop and Application support team and is responsible for its strategic direction and implementation within R&DE. The incumbent must be a technical expert and provide managerial and technical guidance to 3 staff members and bring specialized knowledge to make recommendations to IT Leadership on service delivery improvements. S/he must be proficientin supporting the Windows 7/10 and Mac OS X environments, have a strong understanding of network fundamentals and must be skilled in supporting R&DE's technology portfolio while maintaining currency with emerging technologies. S/he must anticipate needs and proactively solve problems and/or independently handle issues. The incumbent is a working manager who assists their team in carrying out everyday tasks associated with desktop support, communications and training. S/he works closely with IT Manager of Support Services and the Project and Portfolio Management Office to define the operational support model, service level agreements, and training needsof projects after implementation. Students (Customers) First is the mantra of R&DE and our strategic goals reflect our commitment todelivering quality and excellence to our constituents every day. In R&DE, Excellence is defined by aligningour strategic goals and performance with our vision. JOB PURPOSE:Serve as the technical expert for support to end-users for computer hardware, software, and network relatedproblems as well as lead/supervise desktop staff and assist with support operations. CORE DUTIES*: - Lead and supervise the daily operations of the desktop support services team, which may include recruiting, hiring, training, guiding, developing, evaluating and setting priorities; coordinate business, technical, and educational activities for 3 direct reports. - Be a technical expert in a computing support environment. Identify, clarify and resolve tier 1 and tier 2 technical issues; often serve as the initial managerial escalation point for problems from clients and otherstaff and refer to specialized experts as needed. - Operate and supervise a high demand/high volume technology support environment that involves both call center and desktop support activities such as triage in Service Now, imaging, configuration, and deploymentof laptops/desktops, mobile device management, incident and request fulfillment related to hardware and software, and asset inventory management.- Support a geographically diverse client base serving both on and off campus locations with high profile audio/visual events, break fix laptops and desktops, Apple tablets, and provide front line support for software applications.- Ensure the team meets client services metrics. Monitor and report on all phases of computing support are coordinated, logged, tracked, and resolved appropriately. May establish service level agreements withclients.- Lead projects requiring technical expertise and creativity in analysis and deployment of technology such as OS and asset life-cycle refreshes.- Provide input on process improvements and contribute to the technology road map for the strategic plan.- Perform metrics trend analysis and reporting; guiding resultant process improvement.- Contribute to the development, communication and implementation of policies, procedures, best practices,recommendations, and guidelines in compliance with established university policy and federal and state regulations.- Monitor technology trends and evaluate emerging technologies to recommend for adoption and implementation.- Other duties may also be assigned
Education & Experience:
Two-year college degree and five years of relevant experience or a combination of education and relevant experience.
Knowledge, Skills and Abilities:
- Ability to lead, motivate, and mentor staff.
- Strong technical experience and problem resolution with some of the application portfolio such as Office 365, Google Drive, One Drive, Duo Mobile, Adobe, Cisco Jabber, Cisco Any Connect VPN, VMWare Fusion, SLACK, BigFix, Trirga, EATEC, Reserve, Kronos time clocks, Oracle Opera, Kinetix, Crash Plan, Intelligent Hub, and Zoom.
- Strong technical understanding and problem resolution supporting hardware devices such as Apple tablets, Visix digital display players, Dell and Mac laptops, HP printers, monitors and iPhones.
- Strong customer relationship skills, consensus building skills and ability to provide excellent client service.
- Ability to establish effective working relationships in a diverse environment.
- Ability to lead projects, requiring technical expertise and creativity in analysis and deployment of technologies.
- Excellent oral and written communication skills, with the ability to communicate complex technical issues to
- Ability to apply information technology best practices, including security (this includes information security or physical security, such as asset management) to problem resolution troubleshooting.
'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 the job.' Job Code: 4733
Job Grade: I
Location: Residential & Dining Enterprises, Stanford, 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, 12000 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 is an equal empl...oyment opportunity and 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, protected veteran status, or any other characteristic protected by law. Stanford also welcomes applications from others who would bring additional dimensions to the University’s research, teaching and clinical missions.