[Micronet] Classroom & Technology Supervisor Position with UCB Extension IT

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[Micronet] Classroom & Technology Supervisor Position with UCB Extension IT

April Wolford
Hello Micronetters!  

Please help us spread the word about this new and exciting position at UCB Extension!

Extension IT is currently looking to fill the second of two new full time career positions that supervise classroom and technology services. The Supervisor for the SF Center is on board and doing great work. Now we're hiring for our Berkeley facility on University Avenue.  

***  Please direct anyone you think might be a quality candidate to our post or forward this email as you see fit!  ***

The new roles at each location will allow us to focus on and optimize service delivery, customer satisfaction and staff efficiencies. While the position is within IT and must comprehend IT functionalities, the position can very much be seen as a customer service supervisory role.  A great candidate will have remarkable interpersonal skills, a talent for spotting opportunities for improvement, and the ability to execute and achieve those improvements leveraging and leading a team ranging from clerical to technical.

Job ID is 19844

Above is the link to the posting at Linkedin, and I’m also pasting the job description further below. 


- April


April Wolford

Manager, Classroom Technology Services
Information Systems
UC Berkeley Extension
[hidden email]
Voice - 510-642-9672
Fax - 510-642-1394

Job description

Classroom and Technology Support Supervisor (6913U)


Classroom and Technology Support Supervisor (6913U) #19844

UC Berkeley - Extension

The University of California, Berkeley, is one of the world's most iconic teaching and research institutions. Since 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world. Berkeley's culture of openness, freedom and acceptance—academic and artistic, political and cultural—make it a very special place for students, faculty and staff.

Berkeley is committed to hiring and developing staff who want to work in a high performing culture that supports the outstanding work of our faculty and students. In deciding whether to apply for a staff position at Berkeley, candidates are strongly encouraged to consider the alignment of the Berkeley Workplace Culture with their potential for success at http://jobs.berkeley.edu/why-berkeley.html.

Extension IT is currently looking to fill an exciting and new full time career position that will supervise Classroom and Technology Support Services staff at our Berkeley facility on University Avenue. This new role will allow Extension to focus on and optimize service delivery, customer satisfaction and staff efficiency. While this position is within IT and must comprehend IT functionality, the position will very much be seen as a customer service supervisory role. The ideal candidate will have remarkable interpersonal skills, a talent for spotting opportunities for improvement, and the ability to execute and achieve those improvements leveraging and leading a team ranging from clerical to technical.

UC Berkeley Extension is a one of the largest and oldest continuing education operations thriving in the United States, with 2,000 professional development and personal enrichment classes and approximately 38,000 enrollments annually.

UC Berkeley Extension Information Technology includes the following 3 teams:

- IS Help Desk

- Applications Programming / Business Systems Analysis

- Classroom Technology and Support


The Classroom and Technology Support team supports both students and instructors in the delivery of online and classroom instruction at multiple locations and facilities within the San Francisco Bay Area (Berkeley, San Francisco, and Belmont). Facilities supported include (5) computer-based classrooms, (3) computer labs and an inventory of roughly 70 general classrooms.

This position will be one of two to supervise a team of staff responsible for delivering support services to instructors and students across locations. The role will be key in identifying opportunities for improved and exceptional customer service, conceiving of and proposing solutions that add value, and maximize efficiency and agility among team members. Success in this role will require a deep understanding and embodiment of customer service focus, ability to optimize service delivery and supervise a distributed team with responsibilities ranging from clerical to technical.


Supervises staff providing customer service to the campus with responsibility for quality and quantity of work.

• Supervises and develops center support staff by providing information, educational opportunities and coaching.

• Guides employee actions by researching, developing, writing, and updating administrative policies, procedures, methods, and guidelines; communicating developments to management. ?
• Completes annual performance reviews for direct reports.

• Assigns and evaluates daily and project tasks to staff.

Schedules staff, distributes assignments and manages workflow. Responsible for providing guidance to staff and monitoring customer service levels for the unit. Has involvement in personnel-related actions and may participate in the selection, development and evaluation of staff.

• Develops staff work schedules.

• Develops and delivers training programs for instructors and staff in the use of classroom technology and procedures to get support.

• Coordinates with campus technology services groups to maintain and support network infrastructure.

• Collects data on staff duties, use of classroom equipment and services and recommend improvements in personnel and/or services to adapt to changes.

• Serves as building coordinator for emergency preparedness programs.

• Manages projects and delegates tasks as needed.

• Serves as ergonomics evaluator.

Makes recommendations and process changes to ensure effective and efficient customer service. Reviews processes and procedures to improve service. Follows internal policies and uses discretion to resolve escalated calls.

• Develops guidelines and procedures for classroom support services such as securing classrooms and facilities; distribution of classroom packets; compliance with safety, ADA and occupancy guidelines for facilities; instructor no-shows or unexpected absences; etc.

• Manages inventories of equipment and furniture.

• Submits and responds to facilities support requests

• Develops and maintains technical support and maintenance programs for computer, audio-visual and network technologies.

• Recommends technologies (i.e. hardware and software) for academic and technical support programs.

• Coordinates with campus technology services for network and technical support as needed.

• Ensures compliance with University network and computer security policies.

Ensures delivery of quality customer service to various constituencies.

• Ensures that classrooms are prepared for daily courses including: completing special room set up and technology requests.

• Administers test proctoring services.

• Ensures that posted schedules are accurate and up to date.

• Troubleshoots scheduling issues such as incorrect room assignments; scheduling conflicts.

• Maintains a high level of customer service to students, instructors and the public i.e. answering questions related to student rosters, assist students with course enrollments.

• Ensures that the facility is clean and in good condition i.e. white boards are cleaned after each class session; furniture is set up per request; trash is removed, etc.

• Coordinates with property management, facilities manager, security and custodial service, etc to resolve facilities issues.

• Develops and maintains information on computer services, such as hours of operations and available resources, for the UC Extension website(s) and other publications.

• Provides support for Disabled Students Services as needed.

Coordinates with academic departments to assess technical requirements and prepare classrooms and equipment for courses and events.


• Working knowledge of customer service.

• Interpersonal skills to effectively motivate others.

• Skills to evaluate issues and identify resolution.

• Excellent Communication skills; both verbally and in writing.

• Ability to effectively manage multiple priorities.

• Customer service experience and skills in providing coaching direction and guidance to customer service representatives.

• Demonstrated ability to lead.

• Working knowledge of technical support services.

• Supervisory experience, preferably in a union and educational environment.

• Knowledge of desktop computing environments (i.e. Windows and Macintosh clients, computer networks, printing services, etc)

• Knowledge of audio-visual technologies (i.e. projection systems, LCD Televisions, sound, microphone, video conferencing systems, etc)

• Bachelor's Degree in Information Systems or Business or equivalent professional experience.

Salary:For information on the comprehensive benefits package offered by the University visit: http://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

First Review Date: June 1, 2015

To Apply:Please submit your cover letter and resume as a single attachment when applying throughhttp://apptrkr.com/201523653

Additional Information: The work schedule for Supervisors is 10am-7pm. This position has been designated as sensitive and may require a Criminal Background Check. We reserve the right to make employment contingent upon successful completion of a Criminal Background Check.

Work Environment

As of January 1, 2014 the University of California, Berkeley is a smoke and tobacco free workplace. Information about our Smoke and Tobacco Free policy is available at:


Clery Disclosure

The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act require that crime statistics and other safety information for colleges and universities receiving Title IV funds be made available to applicants upon request. University of California, Berkeley's Annual Security Report includes statistics for the previous three years concerning reported crimes that occurred on campus, in certain off-campus buildings owned or controlled by the University, and on public property within or immediately adjacent to and accessible from the campus. The report also includes institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. You may obtain this information for the UC campus to which you are applying by accessing the website at http://police.berkeley.edu/safetycounts/index.html. ??A printed copy of the report may be obtained by writing to UCPD, Room 1, Sproul Hall, Berkeley, CA 94720.

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