Lawrence Berkeley National Lab’s (LBNL) Information Technology Division has an opening for an IT Support Services Group Lead to join the team.

In this exciting role, you will oversee the delivery of exceptional technical support services for all of Berkeley Lab’s research activities with a diverse team of technicians and engineers that is committed to the team’s core values of community, customer advocacy, and accountability, and Berkeley Lab’s core values, of Team Science, Service, Trust, Innovation and Respect.

You will work closely with a broad range of managers and scientists from Berkeley Lab’s 24 research divisions and 7 operations support divisions to develop a comprehensive catalog of services provided by the IT division. You will identify gaps in the existing documentation, support materials, operating procedures, and will have authority to coordinate with management and technical staff across the division to address shortfalls as needed to address customer needs. You will be responsible for planning and implementing these customer-driven initiatives, and will report the status in monthly meetings with the IT Division Director.

What You Will Do:

• Identify needs, solutions, and manage deployment and operation of capabilities supporting the laboratory and division mission with minimal oversight, ensuring procurement actions, license renewals, and financial transactions are tracked, managed, aligned with laboratory policies and division objectives.
• Oversee the successful recruitment, development, and retention of a highly qualified, motivated, diverse workforce; manage time and resources to ensure division program objectives are met – given scope, schedule, and budget constraints.
• Ensure that division leadership is informed of deviations from program performance on a timely basis and assist division leadership in identification and mitigation of risks that may impact program performance. In addition, they will develop and maintain written objectives, and roadmaps for fulfillment of those objectives, for Workstation and related consulting/embedded/incident capabilities consistent with division objectives and requirements to help ensure continuity of operations and record-keeping for the Workstation Support Group.
• Supervise a staff of IT specialists. Manage ongoing group activities and projects. Provide conceptual and technical guidance to other senior and high level technical experts. Interface with external experts in the S&E community to identify and collaborate on opportunities to provide Workstation & User Support services. Prepare budgets and determine resource allocation. Maintain staffing to meet workload demands within hiring and budget constraints. Meet with customers to obtain feedback on staff performance, explore new opportunities for business, and make changes where required.
• Provide support for Workstation services including endpoint management, MPSG incident, consulting, and embedded support services, Mac, PC, Chromebook and other endpoint technology provision to operations and mission staff, Science Virtual Machine and related Science Services. Manage on-premise store and software.lbl.gov portal. Evaluate new technologies and recommend replacement strategies. Provide transition/migration support to customers. Work with service providers (internal and external) to develop service level agreements and monitor performance. Directly manage relationships with all vendors, including identification of strategic partnership opportunities and influencing vendor product direction.
• Provide LBNL with a high level of consulting, troubleshooting, and problem resolution to users of information technology. Provide a comprehensive and ongoing assessment of overall IT Division customer fulfillment functions using industry standard performance metrics with the goal of maintaining a technologically progressive and cost effective service. Enhance existing services as well as develop strategies for introducing new support services.
• Serve as a consultant to senior management in long range IT planning concerning proposed areas of system enhancements and overall Laboratory technical architecture (e.g. backup services for scientific customers, software acquisition, collaboration systems). Prepare publications and presentations on technical and support concepts for internal and external audiences. Guides and provides recommendations on ultimate technical direction for the organization.

What is Required:

• A minimum of ten years experience working in IT, technical support, or engineering disciplines, preferably working in a scientific research or academic environment.
• A bachelor’s degree or higher in a Computer Science, Engineering, Business or related field, or equivalent experience.
• A minimum of three years of experience in a supervisory or leadership role managing a technical support team or related projects and associated systems.
• Knowledge, skills, education, and work experience for this position typically includes a degree in Computer Science, Engineering, Business or related field, and progressively complex and currently applicable systems support and engineering experience, plus a minimum of three years of experience in a supervisory or leadership role managing a technical support team or related projects and associated systems.
• Experience with a mid to large size desktop support and engineering operation, to include strategies for managing and utilizing staff resources, budgets, and tools.
• Ability to communicate complex information with understanding to a variety of audiences who have different levels of experience and knowledge.
• Ability to coordinate and direct all activities of the group to meet project deadlines, service level commitments and resolve conflicting demands of users.
• Develop and map KPIs to the objectives and strategic directions of the group and IT division.
• Demonstrated flexibility for adapting to both changing business and client needs, and a changing technical environment.
• Ability to establish project schedules, plan, implement and monitor budgets to meet both normal operational and special projects goals.
• Competence to establish three-to-five year hardware and software strategies related to workstation systems planning, design, deployment and analysis.
• Strong management skills, including people, budget and service-level management.

Want to learn more about Berkeley Lab's Culture, Benefits and answers to FAQs? Please visit: https://recruiting.lbl.gov/

Notes:

• This is a full-time, career appointment, exempt (monthly paid) from overtime pay.
• 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 may be performed on-site, hybrid, or full-time telework. Work must be performed within the United States.

Based on University of California Policy - SARS-CoV-2 (COVID-19) Vaccination Program and U.S Federal Government requirements, Berkeley Lab requires that all members of our community obtain the COVID-19 vaccine as soon as they are eligible. As a condition of employment at Berkeley Lab, all Covered Individuals must Participate in the COVID-19 Vaccination Program by providing proof that vaccination requirements have been met or submitting a request for Exception or Deferral. Visit covid.lbl.gov for more information.

Berkeley Lab is committed to Inclusion, Diversity, Equity and Accountability (IDEA) and strives to continue building community with these shared values and commitments. Berkeley Lab is an Equal Opportunity and Affirmative Action Employer. We heartily welcome applications from women, minorities, veterans, and all who would contribute to the Lab's mission of leading scientific discovery, inclusion, and professionalism. In support of our diverse global 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.

Equal Opportunity and IDEA Information Links:

Know your rights, click here for the supplement: Equal Employment Opportunity is the Law and the Pay Transparency Nondiscrimination Provision under 41 CFR 60-1.4.