Assistant Manager, Help Desk – (Los Angeles, California, United States)

As the USC Annenberg School for Communication and Journalism embarks upon a new era of customer-focused IT services and support, we are seeking a dynamic IT-AV leader to re-imagine and re-vitalize our Technical Services helpdesk.

Reporting directly to the Computer Consultant Supervisor, Senior, the Computer Services Consultant will help provide supervision and work alongside a team of 4 full-time helpdesk technicians and student workers who support a wide range of technical and general services, including (1) tier 1 and 2 edge device support (laptops, desktops, printers and portable IT/AV devices), (2) tier 1 and 2 classroom IT-AV systems support, (3) tier 1 and 2 event systems support and operation, (4) equipment distribution (edge devices and portable IT/AV systems), and (5) tier 1 general operational support for the facilities and technology units at Annenberg – including physical room access and security, and triaging support tickets across the unit.

You will be accountable for helpdesk tactics and workflow, reporting, organizing and structuring support tiering and ticket/resolution handoff to systems/network administration and facilities management. This position is responsible for blending high and low – level work assignments – with an emphasis on immediate customer service, ticket resolution and team organization.

Along with the Computer Consultant Supervisor, Senior, this position is designed to be the face of IT-AV customer service at Annenberg, leading from the front, and raising the bar for the team’s performance. The successful candidate will show a history of helpdesk improvement and data/performance metric orientation.

We expect the candidate will have a range of computer and audio-visual skills, interested in continual business process improvement (helpdesk), customer service, personal/professional growth and leadership.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of employment Visa’s.

Key Duties & Responsibilities

  • Help lead a team of helpdesk technicians
  • Directly schedule, assign and complete individual IT-AV helpdesk tasks (delegation and direct ticket resolution) – queue management.
  • Backfill for technical team when needed.
  • Troubleshooting and resolving technical issues (Tier 1 and 2).
  • Mentoring your team, providing training, and conducting performance evaluations.
  • Help unit head to monitor team performance and developing feedback reports for management.
  • Communication with clients and providing in person, and phone/zoom support as required.
  • Serving on scheduled shifts at the service desk.
  • Organize team schedules, workflow, and business processes.
  • Ingest and triage tickets across the business unit.
  • Organize, distribute, deploy, receive, and track portable IT-AV equipment.
  • Make recommendations to improve operational efficiency.
  • Communicating and marketing service portfolio to stakeholders.
  • Building and maintaining a service knowledge base.
  • Completing weekly, monthly, semester and annual performance reports.
  • Pursue continual skills development through online training, industry publications, and attending educational conferences, symposia, and training seminars.

Skills Required

  • Ability to work under pressure.
  • Excellent leadership and people management skills.
  • Strong customer service skills.
  • Excellent project management skills and a positive attitude.
  • Payment processing and journaling.
  • Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards.
  • Must demonstrate exceptional verbal and written communication skills.
  • Data analysis and visualization – ability to
  • Must demonstrate ability to communicate effectively at all levels of the organization
  • Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
  • Ability to control, maintain, and troubleshoot IT-AV Systems.
  • Ability to trouble shoot and diagnose desktop and laptop issues.
  • Ability to identify, diagnose, and escalate network issues.
  • Fluency across the Microsoft Applications Suite.
  • Ability to learn and adapt to new technologies.

Experience Required

  • Bachelor’s degree in computer science or information technology (Extensive helpdesk experience with technical certifications can suffice).
  • 2 years minimum – helpdesk experience or in a technical support role.
  • 2 years minimum – operational team management and direct team leadership.
  • Extensive understanding of ticketing databases, service workflow and tiering. 

Preferred Experience/Skills

  • Master’s degree in information technology, business administration, project Management or similar field (certifications accepted as substitute, ex. ITIL, PMI, etc.)
  • Knowledge and expertise in: Zoom, Blackboard, Adobe Creative Suite, Salesforce, and Workday.
  • Knowledge an expertise in AV control systems: Extron, AMX, Telemetrics and Tri-caster.

Applications should be submitted via usccarreers.usc.edu and should include the following:

  • Resume or CV and a cover letter, (Our system will allow you to add additional documentation by clicking the “upload” button in the same section where you attach your resume.)

  • If you are a current USC employee, please visit the Career Worklet on the Workday Homepage and select “Find Jobs” to view USC Jobs.

Additional Information:

  • This is a full-time exempt staff position. This position is not eligible for OT.

  • This is an evening shift position. Work schedule is 2:00pm – 10:30pm M-Th, and 9:00am – 5:00 pm Fridays.

  • The annual base salary range for this position is $89,000 – $91,000. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

  • Job openings are posted for a minimum of (5) five business days. This job may be removed from posting boards and filled any time after the minimum posting period has ended, so please apply on the same business day if interested.

  • USC has excellent benefits, including health and dental benefits for staff and their family with access to the renowned university medical network; eligibility for retirement plans; tuition benefits for staff and their family; central Los Angeles location with easy access to commuter trains, transit subsidy program, buses and free tram pick up services; discounts to sporting and other campus events.

About the Annenberg School for Communication and Journalism

Located in Los Angeles at the University of Southern California, the Annenberg School for Communication and Journalism is a national leader in education and scholarship in the fields of communication, journalism, public diplomacy and public relations. With an enrollment of more than 2,200 students, USC Annenberg offers doctoral, master’s and bachelor’s degree programs, as well as continuing development programs for working professionals across a broad scope of academic inquiry. The school’s comprehensive curriculum emphasizes the core skills of leadership, innovation, service and entrepreneurship and draws upon the resources of a networked university located in the media capital of the world. For additional information, see our website: https://annenberg.usc.edu/.

USC 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, protected veteran status, disability, or any other characteristic protected by law or USC policy. We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821-8100, or by email at uschr@usc.edu. Inquiries will be treated as confidential to the extent permitted by law.

USC will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring ordinance.

Minimum Education: Bachelor’s degree, Combined experience/education as substitute for minimum education

Minimum Experience: 2 years

Minimum Field of Expertise: Experience in computing environments; specific user support experience with operating systems, microcomputers, networks, LANs, and network software. Supervisory experience.

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