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Client Services & Endpoint Security Manager (INFO SYS SUPV 2)
University of California Davis
Details
Posted: 23-Dec-22
Location: Davis, California
Salary: Open
Categories:
Information Technology
Internal Number: 3747610
Client Services & Endpoint Security Manager (INFO SYS SUPV 2)
Department Description
DEPARTMENT DESCRIPTION
Administrative Information Technology is part of the FOA organization and manages a diverse end to end portfolio of technology services essential to the entire UC Davis campus including UC Davis Health. The incumbent manages the Client Services and Desktop Engineering team, responsible for coordinating client engagement, endpoint security and delivering integrated solutions encompassing the full range of Admin IT, campus, and external vendor IT functions in a complex, federated, heterogeneous business environment. Ensures effective delivery of multi-tier IT services including incident response, systems and process analysis, technical project management, IT security, annual software licensing, annual hardware purchasing, management of 10,000+ annual IT incidents, and delivery of additional IT/security services for all staff and workstations, including life safety and emergency operations functions.
JOB SUMMARY
Under the Administrative-IT (Admin IT) general direction of - the IT Services & Security Director, The Client Services & Endpoint Security Manager is responsible for a broad range of Enterprise IT Service Management, alongside Cybersecurity elements of all endpoints, modeling security as a layer on top of all endpoint physical, logical and administrative activities.
The Incumbent will Oversee and be accountable for Onboarding/Offboarding, Endpoint, and Workstation Security, including ICS Workstations, Client Vulnerability Management program, Business Technical Support, Software Licensing, Purchasing, Process analysis/Improvement, Performance Metrics, and ITIL Change management; taking ownership of ServiceNow. Provides advanced technical, analytical project management, and policy guidance to the Desktop Support supervisor and multiple senior-level Desktop Engineering staff.
This role directly supervises the Client Services and Desktop Engineering team serving Finance, Operations, and Administration (FOA). This individual will exercise broad judgment to manage complex software and hardware life cycles, budget planning and execution of IT-related purchases and services. The Client Services & Endpoint Security Manager will continuously improve services, champion ITIL/ITSM best practices, leveraging ServiceNow by conducting workflow analysis to automate systems and procedures, and develop integrated solutions to address complex business needs. The role will also oversee activities and assure the security and operational functions of all Applications and Endpoints for Industrial Control Systems.
POSITION INFORMATION
PHYSICAL DEMANDS
- Work extended periods of time in front of a computer terminal and typing on a keyboard.
- Travel to meetings on and off campus.
WORK ENVIRONMENT
- Work flexible or extended hours including nights, weekends and holidays, sometimes on short notice, to meet business needs.
- Limited vacation usage during peak workload periods.
- Work in a dynamic, distracting, knowledge sharing environment.
- Employee is personally responsible for following safety guidelines and procedures.
- The Smoke and Tobacco Free Environment policy is intended to provide a healthier, safer, and more productive work and learning environment for the entire UC community. The University of California prohibits smoking and tobacco use at all University owned or leased properties, or facilities operated by UC staff or faculty. Smoking and tobacco use are strictly prohibited in indoor and outdoor spaces, parking lots, residential space, and University vehicles. https://ucdavispolicy.ellucid.com/documents/view/271
QUALIFICATIONS
Required:
- Bachelor's degree or equivalent work experience with an emphasis in computer science, data processing, computer information systems, or in a related field.
- Experience managing an enterprise, multi-tier IT ServiceDesk, both in directly providing and in overseeing solutions to complex and diverse information systems, networking, IT security, and desktop support issues.
- Experience with business and process analysis, analyzing workflow and designing efficient processes to continually review and recommend best practices. Solid ability to gather, organize, analyze and present complex data and develop effective solutions. Experience with cyber-safety and computer and network security principles, techniques, tools, policies, and best practices. Leadership and decision-making experience.
- Experience in managing IT related purchases, including product selection and asset management. Excellent oral and written communication skills. Experience managing projects in a technical environment, including planning, designing, writing, and presenting project proposals, work status reports, and computing system hardware and software purchase recommendations.
- Hands-on technical ability troubleshooting endpoints, Macs and Windows, networks and applications; and securing them. Familiarity with Active Directory, Group Policies, SQL and Scripting.
- Ability to create scripts for deployment, and have an eye for automation (administrative and technical). Strong knowledge of ServiceNow in incident, problem, change management, and service request, including workflows, creating metrics and dashboards that inform decision-making. Highly developed analytical, problem-solving, and conflict resolution skills, in both formal and informal settings.
- Proven success training, mentoring, leading, and motivating technical staff. Experience managing a technical service desk including call tracking, incident and request tracking and problem resolution, escalation and notification policies and procedures.
Preferred:
- ITIL, ServiceNow and Security Certification
- BA in Computer Science or MIS or equivalent combination of education and experience.
- Experience and knowledge of Information Technology Infrastructure Library (ITIL), ServiceNow.
- Experience in technical project management methodologies and best practices, including Agile development.
- Experience implementing and developing training and/or instruction in one-to-one or group settings.
- Actively build constructive and effective relationships with colleagues at all levels; advise and collaborate with others to develop a stronger team and enhance workplace spirit; share knowledge and resources and encourage the same of others. Work closely with campus colleagues to foster an exchange of ideas, encourage best practices and seek out collaborative projects. Initiate and maintain cooperative relationships with people from diverse backgrounds Contribute as a team player in a respectful and professional environment. Provide information clearly, accurately, and succinctly for the appropriate target audience. Exhibit good listening skills and keep others informed. Exercise integrity and discretion in all matters and to protect confidential information. Stay abreast of technology, software and hardware modifications as they affect University business and operations.
- Demonstrated ability to operate effectively autonomously as well as effectively as part of a team. Independently establish priorities and coordinate and complete competing assignments within established time-frames. Exercise independent judgment in problem solving; separate issues that can resolved at the staff level from those requiring higher level review. Remain objective and represent differing points of view.
- Exposure and knowledge of Security frameworks such as NIST CSF - 800-53/30, ISO 27005, 27001/2.
SPECIAL REQUIREMENTS
Background Check
This position is a critical position and subject to a background check. Employment is contingent upon successful completion of background investigation including criminal history and identity checks.
The University of California has implemented a SARS-CoV-2 (COVID-19) Vaccination Program SARS-CoV-2 Vaccination Policy (ucop.edu) covering all employees. To be compliant with the policy, employees must submit proof of vaccination or a University-approved exception or deferral.
Diversity, Equity, Inclusion and Belonging
At UC Davis, we're solving life's most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don't just maintain - we improve.
We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds and you belong here.
As you consider joining UC Davis, please explore our https://apptrkr.com/get_redirect.php?id=3747610&targetURL=
Required:
- Bachelor's degree or equivalent work experience with an emphasis in computer science, data processing, computer information systems, or in a related field.
- Experience managing an enterprise, multi-tier IT ServiceDesk, both in directly providing and in overseeing solutions to complex and diverse information systems, networking, IT security, and desktop support issues.
- Experience with business and process analysis, analyzing workflow and designing efficient processes to continually review and recommend best practices. Solid ability to gather, organize, analyze and present complex data and develop effective solutions. Experience with cyber-safety and computer and network security principles, techniques, tools, policies, and best practices. Leadership and decision-making experience.
- Experience in managing IT related purchases, including product selection and asset management. Excellent oral and written communication skills. Experience managing projects in a technical environment, including planning, designing, writing, and presenting project proposals, work status reports, and computing system hardware and software purchase recommendations.
- Hands-on technical ability troubleshooting endpoints, Macs and Windows, networks and applications; and securing them. Familiarity with Active Directory, Group Policies, SQL and Scripting.
- Ability to create scripts for deployment, and have an eye for automation (administrative and technical). Strong knowledge of ServiceNow in incident, problem, change management, and service request, including workflows, creating metrics and dashboards that inform decision-making. Highly developed analytical, problem-solving, and conflict resolution skills, in both formal and informal settings.
- Proven success training, mentoring, leading, and motivating technical staff. Experience managing a technical service desk including call tracking, incident and request tracking and problem resolution, escalation and notification policies and procedures.
Preferred:
- ITIL, ServiceNow and Security Certification
- BA in Computer Science or MIS or equivalent combination of education and experience.
- Experience and knowledge of Information Technology Infrastructure Library (ITIL), ServiceNow.
- Experience in technical project management methodologies and best practices, including Agile development.
- Experience implementing and developing training and/or instruction in one-to-one or group settings.
- Actively build constructive and effective relationships with colleagues at all levels; advise and collaborate with others to develop a stronger team and enhance workplace spirit; share knowledge and resources and encourage the same of others. Work closely with campus colleagues to foster an exchange of ideas, encourage best practices and seek out collaborative projects. Initiate and maintain cooperative relationships with people from diverse backgrounds Contribute as a team player in a respectful and professional environment. Provide information clearly, accurately, and succinctly for the appropriate target audience. Exhibit good listening skills and keep others informed. Exercise integrity and discretion in all matters and to protect confidential information. Stay abreast of technology, software and hardware modifications as they affect University business and operations.
- Demonstrated ability to operate effectively autonomously as well as effectively as part of a team. Independently establish priorities and coordinate and complete competing assignments within established time-frames. Exercise independent judgment in problem solving; separate issues that can resolved at the staff level from those requiring higher level review. Remain objective and represent differing points of view.
- Exposure and knowledge of Security frameworks such as NIST CSF - 800-53/30, ISO 27005, 27001/2.
SPECIAL REQUIREMENTS
Background Check
This position is a critical position and subject to a background check. Employment is contingent upon successful completion of background investigation including criminal history and identity checks.
The University of California has implemented a SARS-CoV-2 (COVID-19) Vaccination Program SARS-CoV-2 Vaccination Policy (ucop.edu) covering all employees. To be compliant with the policy, employees must submit proof of vaccination or a University-approved exception or deferral.
Diversity, Equity, Inclusion and Belonging
At UC Davis, we're solving life's most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don't just maintain - we improve.
We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds and you belong here.
As you consider joining UC Davis, please explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education, and our latest efforts to outgrow the expected.
The University of California is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. 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 categories covered by the UC nondiscrimination policy.
Salary Range
$87,600/yr. - $183,000/yr. (Budgeted salary up to $135,300/yr.)
No. of Positions
1
Appointment Type
Career
Percentage of Time
100%
Shift Hours
Days
Location
Davis
Union Representation
No
Benefits Eligible
Yes
Apply by Date
1/26/2023
To apply, visit https://careerspub.universityofcalifornia.edu/psp/ucdavis/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=7&JobOpeningId=42399&PostingSeq=1
The University of California is an Equal Opportunity/Affirmative Action Employer advancing inclusive excellence. 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 categories covered by the UC nondiscrimination policy.
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About University of California Davis
UC Davis is the home of the Aggies — go-getters, change makers and problem solvers who make their mark at one of the top public universities in the United States. Since we first opened in 1908, we’ve been known for standout academics, sustainability and Aggie Pride as well as valuing the Northern California lifestyle. These themes are woven into our 100-plus-year history and our reputation for solving problems related to food, health, the environment and society.Our 5,300-acre campus is in the city of Davis, a vibrant college town of about 68,000 located in Yolo County. The state capital is 20 minutes away, and world-class destinations such as the San Francisco Bay Area, Lake Tahoe and the Napa Valley are within a two-hour drive.
More Jobs from This Employer
https://careers.cbia.org/jobs/17958982/client-services-endpoint-security-manager-info-sys-supv-2
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