Lawrence Berkeley National Laboratory Hiring for User Support Department Head at San Francisco Bay Area, CA Full Time

In this exciting role, you will lead our Helpdesk, Desktop Support, and Collaboration Services to enable scientific and operational work at Berkeley Lab. You will set the vision for a cutting edge and efficient support organization in a diverse laboratory environment and provide leadership and direction to the Collaboration Services functions, including setting strategy, leading negotiations, developing portfolio management approaches, and defining service level agreements and policies. You will collaborate with colleagues throughout the IT Division and around the Laboratory to bring IT projects to fruition. The User Support Department Head leads a 50 person organization and is a direct report to the CIO.

What You Will Do:
Set the vision for a cutting edge and efficient support organization in a diverse laboratory environment.

Provide leadership and direction to Helpdesk and Desktop Support functions including setting strategy, leading process and outcome improvement, and defining service levels and policies.

Provide leadership and direction to the Collaboration Services functions, including setting strategy, leading negotiations, developing portfolio management approaches, and defining service level agreements and policies.

Work with colleagues in IT and around the Laboratory to bring IT projects to fruition.

Manage support functions to provide stellar customer service through efficient and predictable business operations.

Help set the vision for the portfolio of collaboration and productivity tools managed by the organization, with an eye towards enhancing scientific work, productivity, and security across the diverse needs of our community.

What is Required:
B.A./B.S. or higher degree in Computer Science or Engineering, or equivalent combination of education and experience and a minimum of 10 years related technical knowledge and experience or equivalent.

A minimum of five years of experience in a supervisory role of a complex computer systems or networking unit.

Demonstrated ability to manage a technically advanced staff of IT professionals.

Experience crafting long-term, strategic and tactical approaches for desktop support functions.

Excellent interpersonal and communication skills and ability to present complex issues in both technical and non-technical forums and senior management meetings.

Demonstrated ability to influence IT Division leaders.

Demonstrated ability to plan processes and work across broad, diverse groups to assure work is completed in a timely manner.

Demonstrated ability to lead and manage projects of significant scope across the division.

Demonstrated ability to impact, improve, and transform the organization’s overall IT strategy and the services within User Support.

Demonstrated ability to apply strategic security principles to IT support functions.

Comprehensive knowledge of managerial and financial practices, strategic planning, and organizational dynamics.Proven ability to work on multiple projects with varying priorities and deadlines.

Demonstrated ability to make independent decisions consistent with organizational goals, policies and procedures.

Effective oral, written and presentation communications skills. Effective negotiation skills. Advanced computer experience.

Desired Qualifications:
Experience supporting and/or overseeing major SaaS collaboration tools in a large organization – especially Google Apps.

Experience with help desk and desktop support functions in a large, diverse organization – especially in a University or R&D setting.

Experience using service management tools to facilitate customer experience and support management.

Experience with deploying and supporting endpoint management tools.

Experience with supporting and architecting Identity Management Tools, especially the Incommon Trusted Access Platform.

Familiarity with the internal dynamics of Higher Education and/or Research organizations.

Notes:
This is a full-time, career appointment, exempt (monthly paid) from overtime pay.

This position may be subject to a background check. Any convictions will be evaluated to determine if they directly relate to the responsibilities and requirements of the position. Having a conviction history will not automatically disqualify an applicant from being considered for employment.

Work may be performed on-site, or hybrid mode.

Based on University of California Policy – SARS-CoV-2 (COVID-19) Vaccination Program and U.S Federal Government requirements, Berkeley Lab requires that all members of our community obtain the COVID-19 vaccine as soon as they are eligible. As a condition of employment at Berkeley Lab, all Covered Individuals must Participate in the COVID-19 Vaccination Program by providing proof that vaccination requirements have been met or submitting a request for Exception or Deferral. Visit covid.lbl.gov for more information.

Berkeley Lab is committed to Inclusion, Diversity, Equity and Accountability (IDEA) and strives to continue building community with these shared values and commitments. Berkeley Lab is an Equal Opportunity and Affirmative Action Employer. We heartily welcome applications from women, minorities, veterans, and all who would contribute to the Lab’s mission of leading scientific discovery, inclusion, and professionalism. In support of our diverse global community, all qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status.

Equal Opportunity and IDEA Information Links:
Know your rights, click here for the supplement: Equal Employment Opportunity is the Law and the Pay Transparency Nondiscrimination Provision under 41 CFR 60-1.4.