UC San Diego is ranked the 9th best public university in the nation by US News and World Report and is the largest employer based in San Diego County. Reporting to the VC-CFO, Information Technology Services (ITS) delivers Enterprise information technology services to the University of California, San Diego (UCSD) under the leadership of the campus Chief Information Officer (CIO). Information Technology Services (IT Services) uses world-class services and technologies to empower UC San Diego's mission to transform California and the world as a student-centered, research-focused, service-oriented public university. As a strategic member of the UC San Diego community, IT Services embraces innovation in their delivery of IT services, infrastructure, applications, and support. IT Services is customer-focused and committed to collaboration, continuous improvement, and accountability.
Applies skills as a seasoned, experienced professional with a full understanding of industry-wide business process and analysis practices and organizational policies and procedures. Resolves a wide range of business process issues of moderate to complex scope. Demonstrates good judgment in selecting methods and techniques to obtain solutions. Reporting to the Service Desk Director, working closely with the Service Desk leadership team and the ITS Security team, the Service Desk Secure Connect Lead will be responsible for coordinating hyper care support for the various cyber security related services and requirements required by the Secure Connect project, including but not limited to NAC, EDR, and the required cyber-security training. This position will provide advanced consultation, training, instruction, and troubleshooting/problem-solving to technical staff and end users for hardware, software, network, and related computer systems, handheld and peripheral devices. Additionally, the candidate will work closely with the Service Desk Information Specialist to develop and provide technical documentation and training. The candidate will also provide work direction to a unit or group of operational or technical employees, ensuring compliance with departmental or organizational policies, procedures, and defined internal controls. They will prioritize tasks and assignments delegated by management and clients, establish procedural methods and policies to ensure smooth delivery of routine services, and work on issues of limited scope, requiring full knowledge of their area of functional responsibility. In coordination with Security and the Service Desk Lead Trainer, the candidate will create and modify cyber-security documentation, including installing and troubleshooting endpoint detection and response (EDR) software and troubleshooting connectivity issues with the network access control (NAC) services. They will also coordinate and conduct cyber-security training for both Service Desk staff and customers. The candidate will work with Security, the Service Desk manager, and distributed IT leaders to coordinate, schedule, and facilitate onsite support for various groups around campus, particularly during the initial rollout of new security requirements. They will model Service Desk world-class customer service and provide second and third-tier support as needed. The candidate will provide work direction to Service Desk staff during onsite hyper care sessions and identify ways to improve cyber-security support. They will work with Security, other Service Desk staff, and distributed IT to identify systemic issues and make improvements to the delivery and use of cyber-security tools and requirements.
- Develop, document and coordinate technical testing of new cyber security tools and processes.
- Develop internal and public facing documentation to support cyber-security.
- Coordinate hyper-care events that model world class customer service.
- Analyze cyber security processes and tools and work with others to improve efficiency and effectiveness.
- Assist Service Desk and other ITS units with additional projects.