Instructional Technology Supervisor (7560U) 27373
The University of California, Berkeley, is one of the world's most iconic teaching and research institutions. Since 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world. Berkeley's culture of openness, freedom and acceptanceacademic and artistic, political and culturalmake it a very special place for students, faculty and staff.
Berkeley is committed to hiring and developing staff who want to work in a high performing culture that supports the outstanding work of our faculty and students. In deciding whether to apply for a staff position at Berkeley, candidates are strongly encouraged to consider the alignment of the Berkeley Workplace Culture with their potential for success at http://jobs.berkeley.edu/why-berkeley.html
Application Review Date
The First Review Date for this job is: August 12, 2019
Educational Technology Services (ETS) enhances and supports the UC Berkeley academic experience by providing essential, responsive, and innovative technology services. Berkeley Audio and Video Services (BAVS) offers a broad range of event production, staging, profession video production and technical support services for clients and events that take place on the UC Berkeley campus and in the greater Bay Area.
More information about the department is available at http://ets.berkeley.edu/
The incumbent supervises ETS Technology Spaces, which includes the following functions:
- ETS Student Staff organization
- Classroom Technology and Support
- Instructional Computing
- Moffitt MakerSpace
- Course Capture Service
- Assistive Technology Service
The Technology Spaces team provides both internal services to ETS and external services to UC Berkeley students and instructors. The internal services include providing student staffing for ETS service areas and providing Tier I Help Desk function to ETS online and in-person services. External services include management and support for facilities technology used in teaching and learning. Facilities supported include (5) computer-based classrooms, (3) computer labs and an inventory of roughly 230+ general assignment classrooms.
- Supervises teams of career and student staff responsible for delivering support services to instructors and students across campus. Supervises student and career staff providing customer service via the Classroom Technology, Instructional Computing, Course Capture, Assistive Technology and MakerSpace services. Supervises student staff providing internal support within and across the broader organization's services and functions. Develops career and student staff through individual professional development plans, educational opportunities, annual performance evaluation and coaching.
- Makes recommendations and implements process changes to ensure effective and efficient customer service. Reviews processes and makes recommendations to improve service. In consultation with service leads and technical staff, devises and improves processes, procedures, and staff training.
- Produces guidelines and procedures by which services provide support, e.g., procedures for training instructors in the use of classroom and facilities technology; guidelines for maintenance of classroom AV documentation database; Tier I Help Desk scripts and knowledgebase articles, etc.
- Coordinates in planning with other ETS teams to provide day-to-day technical support and maintenance programs for computer, audio-visual, and network technologies in campus general assignment classrooms, instructional and drop-in computer facilities, and ETS service spaces.
- Coordinates research and recommendation of technologies (i.e. hardware and software) for academic and technical support programs (e.g. Micro Studios, classroom check-out).
- Oversees the collection and analysis of service metrics in the related service areas. Collects, analyzes, and reports on topics such as student staff allocations across organization's services, use of instructional and drop-in computer facilities, classroom equipment check-out, ServiceNow ticket resolution rates, Course Capture processing, etc. Recommends improvements in processes or services to adapt to trends and changes seen in the metrics.
- Working knowledge of AV-IT systems, computer hardware, operating systems and network hardware and software.
- Experience with a wide range of application software packages.
- Demonstrated ability to oversee and develop tools to aid day-today operations and functions.
- Experience in supervision and management of students and other employees in a university environment.
- Strong understanding and embodiment of customer service focus, ability to optimize service delivery.
- Requires independent judgment and strong organization and communication skills and customer service focus.
- Ability to correctly diagnose problems and determine source of problem (hardware, operating system or software).
- Ability to use diplomacy when dealing with campus officials, professors or managers.
- Foundation level understanding of ITIL concepts and processes.
Salary & Benefits
- Bachelors degree in related area and/or equivalent experience/training.
For information on the comprehensive benefits package offered by the University visit:
How to Apply
Please submit your cover letter and resume as a single attachment when applying.
Conviction History Background
This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.
This position has been identified as a Mandated Reporter required to report the observed or suspected abuse or neglect of children, dependent adults, or elders to designated law enforcement or social service agencies. We reserve the right to make employment contingent upon completion of signed statements acknowledging the responsibilities of a Mandated Reporter.
Equal Employment Opportunity
The University of California is an Equal Opportunity/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, or protected veteran status. For more information about your rights as an applicant see: http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf
For the complete University of California nondiscrimination and affirmative action policy see:
To apply, visit https://jobsprod.is.berkeley.edu/psp/jobsprod/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_CE.GBL?Page=HRS_CE_JOB_DTL&Action=A&JobOpeningId=27373&SiteId=1&PostingSeq=1