IT Support Services Group Lead

Lawrence Berkeley National Lab's (LBNL) Information Technology Division has an opening for an IT Support Services Group Lead to join their Leadership Team!

In this exciting role, you will be responsible for overseeing critical functions including Help Desk, System Support, Endpoint Technology (including Ticketing), and Matrixed Systems Support Staff. This role will coordinate and lead all activities of the unit, both directly and through subordinate supervisors, and resolve conflicting demands and resources for the department. You will have broad latitude in planning and scheduling and may assist in formulation/implementation of hardware/software plans for the Laboratory.

We are looking for a strong vision for the future of IT support, with the ability to lead, innovate, and continuously improve services in alignment with Berkeley Lab's mission.

What You Will Do:

• Strategic Leadership: Provide strategic direction and leadership to the IT Support Services group, ensuring alignment with the broader goals of the IT Division and Berkeley Lab. Establish project schedules and budget estimates.
• Help Desk Management: Oversee the Help Desk operations to deliver exceptional customer service and efficient issue resolution. Ensure that the team is equipped with the necessary tools and knowledge to handle a wide range of IT issues.
• System Support: Lead the System Support team in maintaining and optimizing the performance of critical systems. Ensure proactive monitoring, maintenance, and support to minimize downtime and improve system reliability.
• Endpoint Technology Management: Manage the Endpoint Technology team, including the oversight of new ticketing systems and processes. Drive the implementation of new tools and technologies to enhance endpoint management and user experience.
• Matrixed Systems Support Staff: Coordinate with matrixed systems support staff to ensure seamless integration and collaboration across IT functions. Ensure that support staff are effectively contributing to the overall IT support strategy.
• Collaboration with IT Leadership: Interface with the broader IT Division leadership, including the CIO, Deputy, and department heads and leads across Collaboration and Productivity, Science IT, Business Systems, Infrastructure, Security, Creative Services, Business Operations, and Communications to ensure cohesive IT service delivery.
• Innovation and Continuous Improvement: Stay abreast of emerging trends in IT support and service management. Identify opportunities for innovation and implement continuous improvement initiatives to enhance service delivery.
• Customer Engagement: Act as a key liaison between IT and the Lab's scientific and operational staff, ensuring that IT support services meet the evolving needs of the Lab community.

What is Required:

• Advanced Degree in Information Technology, Computer Science, or related field, and progressively complex and currently applicable systems support and engineering experience, plus a minimum of three or more years of experience in a managerial role of a complex computer systems or networking unit.
• Demonstrated experience with developing vision and roadmaps for endpoint services and software stacks.
• Experience with strategic planning, process improvement, and the implementation of IT service management frameworks.
• Demonstrated experience managing IT teams in a complex, dynamic environment, focusing on process improvement, operational efficiency, and customer service excellence.
• Experience implementing new systems or processes that drive improvements in IT service delivery.
• A deep understanding of IT support functions, including Help Desk, desktop support, system support, endpoint management, and ticketing systems.
• Strong analytical and decision-making skills, with a focus on using data to drive improvements in service quality and performance.
• Demonstrated collaboration skills, including experience partnering effectively with senior leadership and cross-functional teams.
• Excellent oral and written communication skills including experience organizing and presenting customer focused technical data, reports, and projects to audiences with varying degrees of technical expertise.

Desired Qualifications:

• Experience with vendor management, strategic software oversight, identity management, and collaboration technologies.
• Experience working within a decentralized IT environment (e.g. Higher Education, R&D, Health, etc.)
• Familiarity with the Department of Energy (DOE), Laboratory, or Higher Education IT environment.
• Experience working in a strong safety culture.
• An interest in continuous improvement and the ability to leverage emerging technologies and best practices to innovate IT support services.

Notes:

• Appointment Type: This is a full-time career appointment, exempt (monthly paid) from overtime pay.
• Salary Information: This position is expected to pay $168,564 - $210,720 annually, which fits within the full salary range of $168,564 - $284,472 annually for job code C70.7. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary for this position will be commensurate with the final candidate's qualification and experience, including skills, knowledge, relevant education, certifications, and aligned with the internal peer group.
• As a condition of employment, the finalist will be required to disclose if they are subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct, are currently being investigated for misconduct, left a position during an investigation for alleged misconduct, or have filed an appeal with a previous employer.
• Background Check: 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 Modality: This position is eligible for a hybrid work schedule - a combination of teleworking and performing work on site at Lawrence Berkeley National Lab, 1 Cyclotron Road, Berkeley, CA. Individuals working a hybrid schedule must reside within 150 miles of Berkeley Lab. Work schedules are dependent on business needs, and remote work schedules may be considered.

Want to learn more about working at Berkeley Lab? Please visit: careers.lbl.gov

Berkeley Lab is an Equal Opportunity and Affirmative Action Employer. In support of our rich 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.