Supervisor, Field Operations

COMM AND NETWORK TCHL SUPV 1 (007563)

UCPath Position ID: MI-DPT455400-JC007563-PD189510

Position Description History/Status

Approved Date:

5/29/2024 12:25:18 PM

Date Last Edited:

5/29/2024 12:25:15 PM

Last Action Effective Date:

5/29/2024

Organization Details

Business Unit (Location):

LACMP

Organization Code:

5000O

Organization:

ADMINISTRATIVE VICE CHANCELLOR         

Division Code:

5901D

Division:

ADMINISTRATION                         

Department:

455400 - IT SERVICES

Position Details

UCPath Position Number:

MI-DPT455400-JC007563-PD189510

Position Description ID

189510

UC Payroll Title:

COMM AND NETWORK TCHL SUPV 1 (007563)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

Grade 23

Job Code FLSA:

Exempt

Union Code (Collective Bargaining Unit):

99: Non-Represented (PPSM)

Employee Relations Code:

C: Supervisor - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

000000

Reports to Payroll Title:

Comm & Network Tech Supervisor 2

UCPath Department Head Position Number:

40068309

Department Head Payroll Title:

INFO SYS MGR 4

GENERAL SUPERVISION - Indicates that the incumbent develops procedures for performance of variety of duties; or performs complex duties within established policy guidelines.

POSITION SUMMARY

The Supervisor, Field Operations will manage team members responsible for the installation, upgrading, and troubleshooting of voice, data, and wireless communication services and equipment throughout the university campus, including wireless access points, switches, fiber, routers, voice over IP, structural cabling, and other communications equipment. The Supervisor will lead and ensure the stability and integrity of university in-house voice, data, and wireless network services. This role will collaborate with customers, staff, vendors, and stakeholders to efficiently evaluate, analyze, and resolve network hardware and software problems. The Supervisor will lead customer training where required.

The Supervisor, Field Operations will positively impact UCLA's operations and culture by ensuring UCLA's IT infrastructure is operable, secure, efficient, and effective in service of the university'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.

Infrastructure Services provides flexible, reliable, and secure traditional and cloud infrastructure services (network services, platform services, data center operations and management, and unified communications) enabling connectivity, productivity, and security for UCLA. Infrastructure services strives to optimize performance increasing storage, elevating the network, and reducing downtown.

Field Operations supports UCLA’s telecommunication networks including internet telephone cable and on-site services and repairs. Field operations conducts the wiring work on campus to ensure efficacy and safety. This team installs, configures, upgrades, and supports wiring for campus (e.g., pulling fiber underground, installing network wiring for new classrooms/buildings, upgrading old/exposed cables, etc.).

Field Operations

1.Manages team members responsible for the installation, upgrading, and troubleshooting of voice, data, and wireless communication services and equipment throughout the university campus, including wireless access points, switches, fiber, routers, voice over IP, structural cabling, and other communications equipment.

2.Assigns tasks and projects to technicians based on their skills and workload.

3.Ensures that technicians follow proper safety protocols and using the appropriate equipment.

4.Communicates with other supervisors and the manager to coordinate work schedules and ensure that tasks are completed on time. Approves time cards and schedules shifts.

5.Monitors the inventory and procurement of equipment, and supplies as needed.

25%

Problem Solving

1.Leads the troubleshooting and resolution of technical issues related to communication systems, working with end-users and other IT staff to diagnose and resolve problems.

2.Works closely with ITS leadership to identify, implement, and support cost-effective, leading solutions for all aspects of field operations.

10%

Customer Service

1.Ensures minimal service disruptions and excellent customer service by overseeing network maintenance, administration, releases, upgrades, and changes, and working closely with data and voice engineering teams and leadership.

2.Demonstrates excellence in customer service and leads the resolution of issues. Seeks efficient ways to solve common problems by communicating with customers across the university campus.

10%

Continuous Improvement

1.Drives innovation and continuous improvement by leveraging the latest industry standards and maintaining currency with new communications technologies.

2.Maintains knowledge and proficiency with standard and specialized electronic test equipment, diagnostic and repair techniques, and hand and power tools to accomplish installations and repairs.

10%

Project Planning & Management

1.Leads the development and execution of project plans, schedules, and priorities. Prepares and presents reports to IT leadership on communications performance, security, and availability.

10%

Communications & Training

1.Provides training to new technicians and keeping current technicians up to date on new technologies and procedures.

2.Leads collaboration with other IT staff to develop and implement policies and procedures for the use of communication systems.

3.Identifies and escalate issues via communication channels to appropriate teams and personnel for further resolution.

10%

Leadership, Management, & Supervision

1.Assists in developing the skills and knowledge of team members, providing coaching and feedback to help them achieve their goals.

2.Sets team performance goals and objectives and conducts performance reviews, providing feedback to help team members improve their performance.

3.Cultivates a positive work environment, recognizing and rewarding high performance, and fostering team morale and motivation.

4.Leads and supports the team through changes in processes, technology, or other aspects of the organization.

20%

Other

Actively contributes to promoting equity, diversity, and inclusion across the organization and UCLA’s campus. Actively promotes the organization’s core values and consistently integrates innovation, employee fulfillment, teamwork, respect, excellence, integrity, service, and accountability into each aspect of their work. Maintains current knowledge of University policy and procedure; effectively, consistently and fairly applies University policy and/or campus/division procedures for assigned area and team members supervised; complies with University, Campus and division policies and procedures regarding privacy of information, authorized use of University resources and the security of University systems and data. Performs other related responsibilities as requested and when necessary

5%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

Bachelor's Degree

in one or more of the following fields: computer science, engineering, computer information systems, or a related field.

Required

Bachelor's Degree

in one or more of the following fields: computer science, engineering, computer information systems.

Preferred

Three years

experience working in one or more of the following fields: network services, information technology, network operations, or a related field.

Required

Prior experience managing a field operations team, preferably in a higher education setting.

Required

Experience in the design, installation, troubleshooting, and maintenance of a variety of communications systems.

Required

Extensive experience solving technical and non-technical problems; able to delegate solutioning s. Able to lead data gathering efforts seeking information from diverse sources.

Required

Experience as a point of escalation. understanding of how decisions affect teams. ability to make decisions with integrity.

Required

Demonstrated experience presenting complex technical information to audiences of technical and non-technical stakeholders.

Required

Demonstrated experience providing inclusive leadership of others, cultivating an inclusive environment that values equity, diversity, inclusion and belonging.

Required

Five or more years

experience working in one or more of the following fields: network services, information technology or network operations.

Preferred

Two or more years

experience leading teams in a management or leadership role, particularly in a fast-paced, service-oriented environment.

Preferred

Experience in complex higher education environments, serving academic and administrative functions of a large public university.   

Preferred

CompTIA A+ Certification

Preferred

Advanced knowledge of voice, data, and wireless communications networks. Advanced knowledge of LAN/WAN, telecommunications systems, and network technologies such as VLAN, DHCP, VoIP, Spanning Tree Protocol, fiber optics cabling/transceivers, and wireless (802.11).

Required

Advanced analytical and problem-solving skills, with the ability to identify and resolve complex network issues.

Required

Advanced written and verbal communication skills and is able to communicate work assignments to medium-sized teams.

Required

Demonstrated leadership / management skills, including abilities in persuasion, negotiation, change management, and mentorship.

Required

Advanced project management skills with demonstrated experience delegating responsibility, tracking project progress, supervising others, and advising teams on competing priorities.

Required

Inspires creativity in others and advises teams on industry-leading practices, such as the incorporation of new technologies or processes. Has demonstrated experience leading in an ever-changing, fast-paced environment.

Required

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Campus

Location:

Wilshire Center

Standing/Walking

X

Sitting

X

Bending/Stooping

X

Squatting/Kneeling

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

Marked changes in humidity or temperature

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.