UCSF

Public health sciences university in San Francisco

Manager IT Desktop Field Services

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeSan Francisco, CA, USA$120k - $180kIn-person

About the Job

Requirements

A bachelor's degree in a related area and/or equivalent experience or training.
Seven to eight years of applicable business technical support experience in a healthcare setting, or a related combination of education, training, and experience.
Demonstrated experience leading change management activities and managing their impact across the unit or department.
Demonstrated experience analyzing buy-versus-build procurement for products to support effective and efficient technology use.
Broad knowledge of business and technical support functions and working knowledge of other IT areas sufficient for strategic planning, technology assessment, and direction.
Broad knowledge of policies and procedures necessary to determine the appropriate course of action.
Demonstrated technical skills identifying and resolving problems with desktop, laptop, and networked systems.
Proven interpersonal and management skills.
Ability to communicate highly technical information clearly and concisely to technical and nontechnical personnel.
Ability to work at all organizational levels and gain the cooperation of others.
Demonstrated skill in managing technical staff.
Demonstrated experience managing ongoing technology infrastructure acquisition and expansion, including identifying and integrating suitable emerging technologies.
Broad knowledge of technical concepts and basic operating principles of data communications, computer hardware, vendor IT products, and software.
Ability to understand the processes involved in adapting, integrating, and modifying existing programs or vendor-supplied products for use within the technical environment.
Excellent oral and written communication skills, including the ability to present technical topics effectively to individuals and groups with varying levels of technical sophistication.
Broad knowledge and understanding of service delivery principles.

Responsibilities

Manage a team of leads and supervisors responsible for Medical Center field technicians and deliver desktop support services under program guidelines.
Supervise, recruit, hire, evaluate, and develop field technicians, leads, and supervisors.
Interface with IT managers and technical staff, resolve ticket escalations, and coordinate communication of service status for the area of responsibility.
Work on special projects as needed and coordinate with other site managers to ensure services and resources are provided across service locations.
Maintain relationships with key customers to improve support and satisfaction with IT services.
Direct employees under established policies to resolve complex desktop or network problems escalated by business and technical support staff.
Manage, through subordinate supervisors, department activities and results related to costs, methods, and employees.
Review tickets, prioritize work, and coordinate coverage and tools.
Monitor customer service and staff metrics and ensure service-level targets are met.
Provide strategic direction to the department.
Monitor customer service-level agreements and ensure customer requirements are met; manage technical and customer escalations.
Facilitate escalations to partner IT groups and escalate unresolved issues to engineering and third-level IT teams as needed.
Apply senior-level technical skills to troubleshoot and resolve desktop and networking problems.
Coordinate desktop support across the region, including troubleshooting complex issues with desktop and laptop systems, handheld devices, printers, peripherals, network connectivity, desktop software applications, utilities, and IT security.
Develop and recommend cost-effective solutions to technology problems based on customer needs and IT standards.
Analyze customer training needs and develop and deliver appropriate IT training and curriculum.
Document work in the ITSM and time-reporting systems and maintain accurate inventory, asset-tracking, time-reporting, and budget records.
Participate in an after-hours on-call rotation.
Lead projects addressing business and technical support issues, including coordinating operating-system upgrades across multiple desktops.
Manage small- to medium-sized technology projects, including moves, upgrades, organizational changes, new technology, and new system rollouts.
Manage project communications, status reporting, customer issues, documents, activities, resources, tasks, and schedules.
Complete other project management duties as assigned.
Manage the hiring process for business and technical support supervisors, including writing job descriptions, scheduling interviews, and evaluating candidates.
Conduct annual performance evaluations of business and technical support supervisors.
Develop and monitor operational and budget processes, staff FTE, finance, human resources, and space planning.
Establish and recommend departmental policy changes.
Meet regularly with key customers and stakeholders to identify issues, opportunities, and new projects.
Conduct security, hardware, and software assessments and audits.
Consult with key clients about project status, customer service issues, and solutions to business needs.
Manage and report on IT Field Services volume and service-level agreements.
Plan hardware lifecycle budgeting, inventory refresh, and software licensing.
Represent the Desktop Systems team in cross-functional discussions, planning, and management reporting.

Desired Qualifications

Three to four years of supervisory experience.

This position is one of several manager positions in the IT Field Services group, with primary responsibility over the Medical Center field technicians. The position reports directly to the IT Field Services Associate Director and will manage a team of leads and supervisors. The Site Manager will be responsible for successfully delivering desktop support services under the program guidelines. This position will supervise, recruit, hire, evaluate and develop field technicians, leads, and supervisors. They will interface with other IT managers and technical staff and will be directly involved in resolving ticket escalations as well as coordinating the communication of service status related to his/her area of responsibility. The position will also work as needed on special projects and work closely with other site managers to ensure services and resources are adequately provided at all service locations. The position will also maintain close working relationships with key customers to improve customer support and ensure satisfaction with IT services.

Department Overview

UCSF IT is a highly complex environment that interacts with many IT service providers within UCSF community, as with the Campus and Medical Center IT environments. The department includes administrative staff, project managers, software developers, server administrators, service desk personnel, network infrastructure, network security, desktop engineering, and field desktop support.

REQUIRED QUALIFICATIONS

Bachelor's degree in a related area and/or equivalent experience/training.
7 – 8 years’ applicable business technical support experience in a healthcare setting, or related combination of education, training, and experience.
Demonstrated experience leading change management activities and managing their impact across the unit or department.
Demonstrated experience of analyzing buy vs. build procurement for products for effective and efficient technology use.
Has broad knowledge of business / technical support functions and working knowledge of other areas of IT sufficient for strategic planning, technology assessment, and direction.
Has broad knowledge of policies and procedures necessary to determine the appropriate course of action.
Has demonstrated technical skills associated with identifying and resolving problems reported with desktop, laptop, and networked systems.
Requires proven interpersonal and management skills.
Requires demonstrated ability to communicate highly technical information in a clear and concise manner to both technical and nontechnical personnel.
Requires demonstrated ability to work at all levels across the organization. Requires the ability to gain the cooperation of others.
Requires demonstrated skill in managing technical staff.
Demonstrated experience in the management of ongoing technology infrastructure acquisition and expansion, to include the identification and integration of suitable emerging technologies.
Broad knowledge of technical concepts and basic operating principles of data communications, computer hardware, vendor IT products, and software.
Demonstrated ability to understand the process involved to adapt, integrate, and modify existing programs or vendor-supplied products for use within the technical environment.
Excellent oral and written communication skills, including the ability to effectively present technical topics to individuals and groups with potentially varied levels of technical sophistication.
Broad knowledge and understanding of service delivery principles.

PREFERRED QUALIFICATIONS

3 - 4 years’ supervisory experience.

% of time	Essential Function (Yes/No)	Key Responsibilities (To be completed by Supervisor)
30	YES	Provides direction to employees following established policies to resolve complex desktop or network related problems that are escalated by business / technical support staff. Manages, through subordinate supervisors, the coordination of activities of a department with responsibility for results in terms of costs, methods, and employees. Resourcing: review tickets, prioritize work, coverage, tools 80% Customer Survey Satisfaction of greater than 4.5 Customer Escalation: less than 15% Staff Metrics are less than 1 standard deviation from overall team 85% of SLA’s are met
10		Provides strategic direction to department.
10		Monitors service level agreements with customers and ensures that customer requirements are met. Manages technical and customer escalations: Facilitate escalation to partner IT groups Apply senior-level technical skills to troubleshoot and resolve desktop and networking problems Escalate unresolved issues to engineering and 3rd level IT teams as necessary Responsible for coordinating desktop support across the region, including troubleshooting and resolving complex issues related to desktop and laptop systems, hand held devices, printers, peripherals, network connectivity, desktop software applications and utilities, and IT security Develop and recommend cost-effective solutions to variously complex technology problems based on customer needs and knowledge of IT standards. Develop and deliver IT training to customer, including but not limited to analyzing customer needs and developing appropriate training and curriculum. Track all work with appropriate documentation in the ITSM system and time reporting systems. Assure that records are consistently accurate for inventory, asset tracking, time reporting and budget reporting. Participate in after hours on-call rotation.
20		Leads projects related to business / technical support issues such as coordinating a team to upgrade operating systems on multiple desktops. Manage small to medium sized technology projects including: moves, upgrades, organizational structure changes, new technology and new system rollouts. Manage project communicaiton, status reporting, customer issues, documents, activities, resources, tasks, schedules Complete other project management duties as assigned.
5		Manages hiring process for business / technical support supervisors (writing job descriptions, scheduling interviews, evaluating candidates).
5		Performs annual performance evaluations of business / technical support supervisors.
5		Develops and monitors operational and budget processes, staff FTE, finance, human resources and space planning.
5		Establishes and recommends changes to policies which affect the department.
5		Proactive Client Relationship Management Regular meetings with key customers and stakeholders to identify issues, opportunities and new projects Conduct Security, hardware and software assessments (audits) Consult with key clients to review project status, customer service issues and solutions to business needs. Manage and report on ITFS volume and SLA’s Hardware lifecycle for budgeting Inventory management for refresh and software licensing
5		Provide representation for the Desktop Systems team in cross-functional discussions, planning and reporting to management.
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100%		(To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.)

Budgeted Job Salary Range: 120,000 - 180,000

About the Company

UCSF

Public health sciences university in San Francisco

UC San Francisco is a public research university in San Francisco focused solely on health sciences, combining professional education with biomedical research and patient care. Its schools of dentistry, medicine, nursing and pharmacy train clinicians and scientists, while teams investigate cancer, immunology, genomics and neuroscience. UCSF Medical Center and Benioff Children's Hospitals connect clinical care with faculty research and training, and university clinics serve patients across Northern California. Founded in 1864, UCSF is the University of California campus dedicated to graduate and professional education and biomedical research, based in San Francisco.

Company size: 10,001+
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: 1864

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