Senior Endpoint Engineer
University of California Los Angeles
Requisition Number: 40797
Salary: $127,272-$141,536 annually
Position Description:
Customer Success proactively manages IT customer satisfaction and loyalty, ensuring interactions meet customer needs and managing and resolving common customer inquiries and needs. Acts as the “front door” for ITS providing tiered support to handle the majority of common IT user needs including software, endpoint, and access inquiries. Provides service management expertise and program design including incident management, problem management, change management, asset management and inventory control, and knowledge management grounded in ITIL principles. Enables service excellence and a spirit of continuous improvement monitoring key performance factors such as customer satisfaction and customer service throughput and implementing process improvements.
The Customer Endpoint Solutions team enables operational excellence by focusing on elevating the performance of the customer service center in support of all campus-customers. Define, measure, monitor, and report on success metrics. Introduce process improvements that drive improvements in accuracy of responses, timeliness of ticket-closure, user-experience, and customer satisfaction.
The Senior Endpoint Engineer will be responsible for leading and managing UCLA’s endpoint infrastructure. This senior technical expert will oversee that endpoint devices such as laptops, desktops, tablets, printers, smart phones/mobile devices, and other end-user devices are secure, up to date, and performing optimally. In this role, the Senior Endpoint Engineer will also be responsible for developing and implementing endpoint device management strategies and procedures that align with organizational goals and objectives. Additionally, they will be responsible for providing technical guidance and support to other IT team members, including more junior engineers and technical support analysts, and ensuring that endpoint security solutions are in place and effective. The Senior Endpoint Engineer will evaluate new software technologies and management tools, overseeing their successful deployment; this position will assist in developing long-term strategies for future endpoint needs, including those necessary for ensuring the security of UCLA’s devices, systems, and data.
The Senior Endpoint Engineer will positively impact UCLA’s operations and culture by enabling University stakeholders to effectively access and leverage technology and technology services in service of the institution’s academic mission. This team member will advance the University’s mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCLA’s vision while modeling UCLA’s culture and values.
Special Instructions:
This position is eligible for a hybrid work arrangement that includes regular visits to campus as needed (for those who work remotely, travel/lodging expenses are not eligible for reimbursement).
The anticipated pay range for this position is $127,272 – $141,536; salary is dependent upon the skills and experience of the selected finalist.
NOTE: This position REQUIRES that a RESUME and COVER LETTER be submitted in addition to the application. Please have these two files ready to upload when applying.
For full application instructions and position description, please visit: https://hr.mycareer.ucla.edu/applicants/Central?quickFind=89814
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, age or protected veteran status. For the complete University of California nondiscrimination and affirmative action policy, see: UC Nondiscrimination & Affirmative Action Policy, https://policy.ucop.edu/doc/4000376/DiscHarassAffirmAction
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