IT Service Desk Supervisor, Clinical Services (1 of 2)

General Information

Job Name IT Service Desk Supervisor, Clinical Services (1 of 2) Department 8480510 - SERVICE DESK UCSF Position type Full Time Workplace Flexible 3 Days On-Site Primary Location San Francisco, CA, United States Job ID 6303

Description & Requirements

Job Description

The Service Desk Supervisor, Clinical Services will be a critical part of the Service Desk team within Customer Experience, coordinating the operations of the Service Desk, with focus on the Clincal Service Desk supporting applications and technology in the patient care areas of UCSF and affiliated hospitals and clinics. The Service Desk Supervisor, Clinical Services will manage the Clinical Service Desk Analysts, direct their day-to-day work and work closely with the Manager, Clinical Support Services to ensure reliable and efficient operations of the Service Desk as a whole. The Supervisor will coordinate operations to ensure incoming requests are being handled, and that incidents and service requests are properly prioritized and resolved. The Service Desk Supervisor, Clinical Services will allocate resources effectively and act as a point of escalation for issues, maintaining customer satisfaction and resolving incidents efficiently. The Supervisor is also accountable for developing, implementing, and maintaining Standard Operating Procedures (SOPs) for service desk operations, and for tracking and reporting on metrics to identify areas of improvement in operations. The Supervisor will also identify opportunities for improvement by reviewing service desk calls and messages for quality assurance. 

The Service Desk Supervisor will positively impact UCSF’s operations and culture by ensuring UCSF’s IT infrastructure is operable, secure, efficient, and effective in service of the University’s mission. The Service Desk Supervisor will advance the University’s mission by delivering exceptional information technology services comprehensively and consistently across customers and stakeholders. This role will execute UCSF’s vision while modeling UCSF’s culture and values. 

Department Overview:

University of California, San Francisco (UCSF) is distinguished as a leading academic healthcare organization, home to groundbreaking discoveries, world-class education, and exceptional healthcare services. Infrastructure Services (IS) is the backbone of the technological infrastructure, assuring the technical services that enable the academic, medical, and research missions of the organization. Beyond a focus on maintaining systems and resolving issues, we are committed to nurturing the potential of our team members and empowering them to excel. UCSF Infrastructure Services provides 24x7 support to the University community, always upholding the highest level of responsiveness and reliability for our customers. IS values innovation and excellence in ensuring secure and efficient Information Technology (IT) services, regardless of the hour or complexity of the issue. 

The Customer Experience team within Infrastructure Services is dedicated to supporting the vital work of UCSF. This team works to ensure that every interaction between UCSF's customers and IT services is smooth and positive, thereby facilitating crucial academic, medical, and research endeavors. The team includes IT Service Management, responsible for ensuring the right processes, people, and technology are in place to meet the unique demands of the research community. The Desktop Engineering sub-team takes charge of the design, deployment, and upkeep of desktop computers, providing reliable hardware for data analysis and research. The Desktop Field Services sub-team offers direct, hands-on assistance for hardware or software issues, effectively minimizing downtime and maximizing productivity. The Service Desk, serving as the primary contact for users facing IT issues, delivers prompt remote solutions or escalates problems as needed, allowing researchers to focus on their groundbreaking work. The Customer Experience team's overall aim is to provide a seamless user experience, swift resolution of issues, minimal downtime, and to align IT services with the broader objectives of UCSF's mission to advance health worldwide through innovative research.

Qualifications REQUIRED QUALIFICATIONS - Bachelor’s degree or equivalent combination of experience/training in one or more of the following fields: computer science, engineering, computer information systems, etc. - 3 to 5 years of experience in one or more of the following fields: information technology, customer experience, service desk. - 1 to 3 years of experience leading teams in a management or leadership role, particularly in a fast-paced, service-oriented environment. - 1 to 3 years of experience supporting technology in a healthcare setting - Prior experience in information technology, customer experience services, or higher education. - Advanced proficiency in using service desk management tools and software. Advanced experience with common IT service management tools (e.g., ServiceNow, BMC Remedy) and remote support tools. - In depth understanding of worflows and functions of an Electronic Medical Record (EMR) such as Epic - Advanced understanding of ITIL (Information Technology Infrastructure Library) practices and principles. Understanding of networking, hardware, software, and operating systems. - Strong written and verbal communication skills, with the ability to explain IT concepts to a non-technical audience and a diverse community of colleagues and stakeholders. - Skilled in managing and prioritizing incidents, including crisis management. Ability to lead in a high-pressure environment. Demonstrated ability to delegate solutioning when appropriate to the proper resources. Demonstrated understanding of how decisions affect teams. Demonstrated ability to make decisions with integrity. - Demonstrated ability to design and deliver effective training programs for a variety of audiences. - Advanced experience with problem research and resolution in relation to technical issues and remote troubleshooting. - Understanding of the attributes and processes of current application development methodologies. - Ability to interpret, analyze, and apply pertinent service level agreements, policies, procedures, regulations, and other requirements, and turn them into actionable outcomes. - Advanced organizational skills with the ability to set priorities and manage multiple projects. - Ability to develop positive working relationships and a strong rapport with team members. PREFERRED QUALIFICATIONS - Certifications- HDI Support Center Certification (Analyst, Lead, or Manager) - ITIL Certification - Technical Certifications (MCP, CCNA, CompTIA, etc.) - Epic Certification About UCSF The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells. Pride Values UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as https://www.ucsf.edu/about/mission-and-values . In addition to , UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available https://diversity.ucsf.edu/ . Join us to find a rewarding career contributing to improving healthcare worldwide. EEO Statement The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Additional Details

Job Code BUS TCHL SUPP SUPV 2 (007561) Assignment Category Career IAP Level Tier C Plan (target potential payout of 3.5%, maximum of 5%) Job Family Information Technology Campus 1 Brisbane Percentage (%) 100.00 Shift Length 8 hours Shift Type Day Bargaining Unit 99