Residential Computing

Position Overview

The Operations Support Lead, under the supervision of the Operations Coordinator of Client Technolgy Services (CTS) unit of Student Affairs - Information Technologies (SAIT), is responsible for managing the Client Technology Services Student Operations team which is comprised of Operations assistants as well as the Purchasing Assistant. The team performs general office management, administrative support, travel and entertainment planning, support of career staff records, inventory management, purchasing support, and maintenance of spreadsheets for qualitative and quantitative analysis. The position requires strong organizational and time management skills, the ability to work independently, the capacity to learn new skills, and effective and efficient leadership guidance. The Operations Support Lead will work as part of the CTS team, using strong communication skills to interact effectively and courteously with a diverse group of customers and support staff. The Operations Support Lead must have the ability to write procedural documentation to effectively present this information to both customers and IT staff, and to respond to questions from IT staff, front-line supervisors, and unit managers.

Qualifications

Required: Strong organizational and administrative skills; developed leadership ethic; ability to develop innovative work procedures and team projects; ability to prioritize tasks and manage time effectively; close attention to detail; effective communication skills; the ability to work independently. The position also requires mastery in Microsoft Office, especially Excel and Word, Adobe Acrobat, as well as the ability to learn quickly and independently; the ability to interact professionally with a diverse group of clients and staff; minimum GPA of 2.0.

Preferred: Demonstrated experience leading result-based projects; experience providing high levels of customer service; experience providing administrative support in a dynamic office environment; experience working directly with vendors and purchasing products; some technical knowledge of the hardware and software supported by SAIT; valid U.S. Driver's License; GPA of 2.3 or higher.

Terms of Employment

1. The period of employment for this position commences upon hire and continues through the end of the 2012-2013 academic year.
2. The CTS Operations Support Lead is paid a wage of $16.00 per hour. The position's classification title is Student Assistant III. The Operations Support Lead must be a currently enrolled UC Berkeley student with a minimum GPA of 2.0 (2.3 or higher preferred). Students with less than a 2.3 GPA may be asked to limit their work hours.
3. The incoming Operations Support Lead will participate in up to 30 hours of required training during the Spring 2012, including mandatory sessions on February 22nd, March 9th, April 6th, April 13, and two days during the week of May 14th, 2012.
4. The Operations Support Lead is preferred to work a minimum of 20-40 hours per week during regular business hours on at least 4 business days a week during the Summer of 2012.
5. The Operations Support Lead is required to work between 10-15 hours per week during the academic year. A work schedule will be determined in consultation with the Supervisor.
6. It is a requirement that anyone in this position work in a safe and responsible manner while not putting him/herself or others at risk. This includes complying with applicable policies and regulations, using personal safety gear, observing warning signs, learning about potential hazards, and reporting unsafe conditions.
7. This position is subject to a criminal background check. A DMV check for valid driver's license and driving record is also preferred. Position meets the following criteria:
• Possession of key or card access to computer storage areas.
• Access to detailed personally identifiable information about student staff which might enable identity theft, such as:
• Access to information that identifies or describes an individual, including but not limited to name, address, telephone number, social security number, date of birth, and personal characteristics that would make the individual's identity easily discoverable.
• Regular operation of University vehicles as part of assigned job duties is preferred.
• Specific job duties requires access to both on and off site computer equipment storage as well as access to staff personnel files which contain one or more pieces of personally identifiable information including name, social security number, and birth date. Driving is preferred to get to various units and locations.
8. Employment with the Student Affairs Information Technologies unit is subject to the applicant's ability to provide appropriate documentation and sign necessary papers for employment in conformance with state laws and University regulations.
9. Continued employment is contingent upon satisfactory job performance evaluation by the CTS Operations Coordinator.
10. Work-Study strongly encouraged.

Job Duties

Under the direction of the CTS Operations Coordinator (supervisor) and Associate Director (manager), the incumbent will:

30% Lead Responsibilities

• Schedule and conduct regular meetings with the CTS Operations team and Operations Coordinator.
• Maintain close contact with everyone on the Operations team through email or Request Tracker. The Operations Support Lead should be aware of all ongoing projects and provide support, guidance, and resources as necessary.
• Delegate tasks or projects and follow up to make sure they are completed.
• Hold an informal check-in with each Student Operations Assistant and the Purchasing Assistant at least once per month, as needed and conduct formal performance evaluations twice per year.
• Build a sense of teamwork and cooperation within the Operations team and other IT student teams. Work closely with other student and career staff to accomplish IT goals.
• Update job descriptions, develop selection criteria, and write interview questions. Assist in hiring other positions as needed.
• Work with the Operations Coordinator and Student Leadership and the Recruitment Coordinator to hire and train additional Operations Assistants or Purchasing Assistant during the academic year as needed.
• Evaluate and coordinate consistent service throughout the units.
• Attend and actively participate in departmental meetings. Contribute agenda items when appropriate.
• Develop ways to improve work procedures for the Operations team and Client Technology Services.
• Orient cubicle with appropriate supplies and workspace for each Student Operations Assistant and Purchasing Assistant.
• Document and update procedures and resources in CTS Operations team handbook.

20% Office Support and Administration

• Maintain office file system and track all equipment and purchase orders, invoices, forms, and administrative files. Reconcile and update records as necessary.
• Work with the Operations Coordinator of CTS to develop and modify existing procedures to improve responsiveness, quality, and streamline processes.
• Coordinate, transfer, and reconcile staffing and operational budget information with the Information Technologies budget assistant.
• Write correspondence, memos, and letters. Process hiring and separation paperwork.
• Support the Purchasing Assistant in processing paperwork, reconciliation, and inventory.
• Compile reports drawing information from a variety of sources: existing documentation, ledgers, supply orders, purchases etc.
• Train staff as necessary on the appropriate utilization of forms and administrative procedures.
• Perform work according to documented procedures and advise immediate supervisor if any problems should arise; escalate problems when necessary.
• Work on special administrative projects as assigned by the CTS Operations Coordinator and as required by departmental production needs.

15% Meetings and Events Management

• Consult with customers in order to determine objectives and requirements for events such as meetings, retreats, etc.
• Monitor event activities in order to ensure compliance with applicable regulations and laws, satisfaction of participants, and resolution of any problems that arise.
• Confer with staff at a chosen event site in order to coordinate details. Review event bills for accuracy, and approve payment.
• Plan and develop programs, agendas, budgets, and services according to customer requirements.
• Coordinate services for events, such as accommodation and transportation for participants, facilities, catering, signage, displays, special needs requirements, and printing.
• Arrange the availability of audio-visual equipment, transportation, displays, and other event needs.
• Inspect event facilities in order to ensure that they conform to customer requirements.
• Maintain records of event aspects, including financial details.
• Meet with sponsors and organizing committees in order to plan scope and format of events, to establish and monitor budgets, and to review administrative procedures and event progress.
• Travel and entertainment planning.

15% Inventory maintenance and tracking

• Create and maintain simple databases and provide reports.
• Check all new equipment shipments for accuracy and reconcile problems with the vendor, Accounts Payable, and Purchasing.
• Coordinate proper equipment identification with Equipment Management Track software inventory and licensing. Assist in the coordination of software license compliance for all departmental equipment.
• Produce ad hoc inventory reports as needed.
• Maintain the unit's inventory of computer supplies that are distributed to the department. Track usage and order supplies as needed
• Handle routine ordering of office and computer supplies; may contact vendors for availability, resolve discrepancies; follow up to assure delivery.

10% Vendor relations and purchase support

• Assist with the coordination, tracking and contracting of hardware and software purchases and maintenance from outside vendors.
• Assist Purchasing Assistant with coordination, tracking, processing, and reconciliation of all IT-orders.
• Set up accounts with vendors; prepare status reports; apply rules, regulations, and past precedents.
• Research pricing on office supplies and hardware.
• Maintain and promptly update Purchase Tracking spreadsheets. Reconcile procurement card purchase reports with Purchase Tracking spreadsheets.
• Work with all other teams in SAIT to make effective purchases that best fit organizational needs.

10% Student Leadership and Organizational Support

• Participate in Student Leadership activities and bi-semester Leads meetings.
• Support the development of the Student Leadership Model through feedback and exit interviews.
• Work with other Leads in cross team collaborations and inter-team events.
• Complete Student Leadership worksheets and reports.
• Other duties as assigned.

When problems which deviate from the documented policy occur, or affect the overall service provided by Information Technologies, more detailed direction or review of Operations Support Lead's work may be implemented by CTS Management. All work is subject to review by CTS Management.

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