User Support Manager (HFA/SOSC)

Position Number: 40027708

Payroll Title: BUS TCHL SUPP SUPV 2

Job Code: 007561

Job Open Date: 2/10/26

Application Review Begins: 2/26/26; 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 (Personnel Program): 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, if applicable: Hybrid (Both UC & Non-UC locations); remote up to 3 days/week

Special Instructions:

For full consideration, please include a resume and a cover letter as part of your application.

Department Marketing Statement:

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 at UCSB. CIT 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.

Benefits of Belonging

Working at UC means being part of this vibrant institution that shines a light on what is possible. People make UC great, and UC recognizes your contributions by making this a great place to work. Excellent retirement and health are just one of the rewards. Learn more about the benefits of working at UC

Brief Summary of Job Duties:

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.

Required Qualifications:

• 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.

Preferred Qualifications:

• 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 updates and rollouts in coordination with endpoint engineering and system administrators.
• Supervises daily operation of section to ensure objectives associated with timelines and deliverables are being achieved.
• Supervises portions of projects related to business / technical support issues such as coordinating a team to upgrade operating systems on multiple desktops.
• Develops, applies and manages highly complex security configurations.
• Advises on selection of technological purchases with regards to processing, data storage, data access and software development.

Special Conditions of Employment:

• Satisfactory criminal history background check
• UCSB is a Tobacco-Free environment

Misconduct Disclosure Requirement:

As a condition of employment, the final candidate who accepts an offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; or have filed an appeal of a finding of substantiated misconduct with a previous employer.

"Misconduct" means any violation of the policies governing employee conduct at the applicant's previous place of employment, including, but not limited to, violations of policies prohibiting sexual harassment, sexual assault, or other forms of harassment, or discrimination, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

UC Sexual Violence and Sexual Harassment Policy
UC Anti-Discrimination Policy
Abusive Conduct in the Workplace

Job Functions and Percentages of Time:

60% User Support Supervisor - Responsible for the management and leadership of the User Support Team focused on the Social Science and Humanities & Fine Arts divisions within College of Letters & Science, and the implementation of IT policies and procedures by staff as approved by the Director. Responsibilities include the direct management of fulltime staff, assignment of responsibilities, performance evaluation, prioritization of tasks, ensuring that all tasks are completed in an efficient and professional manner and that users are satisfied with the service they received. Develops strong relationships with users and departmental management to anticipate customer needs and provide appropriate solutions in a timely fashion. Maintains, hires and develops a skilled workforce of full-time staff sufficient to meet departmental support needs. Ensures proper levels of training and mentoring of CIT staff and student employees to maximize team efficiency. Supervises two to five full-time, professional, Desktop and Technical Support Specialists, including daily operations of these staff, hiring, salary actions, terminations and performance ratings. Is also responsible for oversight of the HFA and SOC user support workflow process implemented via the CIT Helpdesk Ticket system and managed by the Help Desk Manager. The workflow process includes the initial submission of requests, communication with users and Principal Investigators, documenting and tracking of open and closed tickets and the organization and implementation of divisional and departmental-scale projects. Understands and helps to coordinate support efforts across campus, providing guidance to staff and routing tickets up appropriate channels when requests fall outside of CIT's purview. The incumbent will work closely with the Infrastructure team to develop as-needed UNIX-based systems and mechanisms to automate this user support workflow including IP/MAC address tracking, host and account management tools and automated email notifications to users and CIT staff. Acts as a point of contact for the campus IT Security team, receiving and evaluating notifications and then coordinating an appropriate response. This position is also responsible for the definition, organization, and provision of user documentation and tools to facilitate self-service where appropriate.

15% Tier 3 Technical Support and User Support
Analyzes, recommends, installs, configures, and evaluates systems and tools for internal and end user use. Participates in campus-wide product evaluations. Defines, manages, and assigns roles and privileges within systems in use. Consults with staff and faculty regarding design and implementation of technologies used in support of instruction and research and in coordination with College and campus support services. Provides day-to-day advanced consultation, training, instruction and troubleshooting when supervised staff are unavailable or problems require deep technical knowledge.

15% Departmental Planning and Consultation
Manages the College of Letters and Science annual workstation replacement process. Researches new technologies and solutions for this major project, develops long-term plans, and serves as a liaison to campus-wide IT groups. Develops systems and workflows for all support staff to deploy workstations to users in a simple, robust, and efficient fashion. Works with departments to set up shared resources like Zoom Rooms. As part of the CIT leadership group, works with the Director and the Assistant Dean in developing strategic priorities for the College's overall IT services and solutions, particularly by bringing forward the needs and challenges from the HFA and SOSC divisions for action.

5% Security / Disaster Mitigation & Recovery Planning & Development
Responsible for the development of a Security / Disaster Recovery Plan (DRP) for those areas of direct primary operational responsibility, e.g. HFA and Social Sciences Departments. The development of the plan will include recommendations toward mitigation of effects of different levels of local environmental disturbances (earthquake, fire, flood, electrical outages) as well as recommendations towards security improvements and solutions to ensure compliance with evolving policies, regulations, and requirements. Designs and recommends secure, resilient, and reliable solutions to meet the needs of the College. The incumbent will work closely with other members of the CIT in developing and integrating the HFA/SOSC plans into a Security and Disaster Recovery Plan for the entire organization.

5% Administrative Reporting
Responsible for maintaining timely and accurate task and time accounting information for help requests via an online task management system. Responsible for the preparation and publication of internal IT documentation as required for the successful coordination of knowledge transfer among the IT group.

UC Vaccination Programs Policy:

As a condition of employment, you will be required to comply with the University of California Policy on Vaccinations Programs.

As a condition of Physical Presence at a Location or in a University Program, all Covered Individuals* must participate in any applicable Vaccination Program by providing proof that they are Up-to-Date with any required Vaccines or submitting a request for Exception in a Mandate Program or properly declining vaccination in an Opt-Out Program no later than the Compliance Date (Capitalized terms in this paragraph are defined in the policy.). Federal, state, or local public health directives may impose additional requirements.

For more information, please visit University of California Policy on Vaccinations - https://policy.ucop.edu/doc/5000695/VaccinationProgramsPolicy

*Covered Individuals: A Covered Individual includes anyone designated as Personnel or Students under this Policy who physically access a University Facility or Program in connection with their employment, appointment, or education/training. A person accessing a Healthcare Location as a patient, or an art, athletics, entertainment, or other publicly accessible venue at a Location as a member of the public, is not a Covered Individual.

Equal Employment Opportunity:

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Reasonable Accommodations:

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