U

UCSF

Public health sciences university in San Francisco

IT Field Services Supervisor

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeSan Francisco, CA, USA$100k - $145k

About the Job

Requirements

  • A bachelor's degree in a related area and/or equivalent experience or training is required.
  • A valid California driver's license is required.
  • At least five years of experience supporting Windows and Macintosh computers in a networked enterprise environment is required.
  • At least two to three years of experience supervising or leading teams and complex projects in a technical support or related IT environment is required.
  • Working knowledge of business and technical support functions, IT products and services, and related IT principles and concepts sufficient to address complex and diverse technology support needs is required.
  • Advanced technical proficiency supporting and troubleshooting Windows and macOS systems, productivity applications, network connectivity, mobile devices, peripherals, and related enterprise technologies, including complex or Level 3 escalations, is required.
  • Ability to assess customer and business requirements and recommend appropriate, supportable, and cost-effective hardware, software, and technology solutions is required.
  • Experience supervising or leading technical staff, including assigning and prioritizing work, monitoring performance, providing coaching and training, motivating staff, and maintaining high customer-service standards, is required.
  • Strong interpersonal and leadership skills, including the ability to build productive, collaborative, and responsive relationships with customers, staff, technical teams, vendors, and other service providers, are required.
  • Verbal and written communication skills, including active listening, business writing, presentations, and communicating complex technical information clearly and concisely to technical and non-technical audiences at all organizational levels, are required.
  • Customer service skills, professionalism, and situational awareness, including the ability to manage complex customer escalations, sensitive situations, challenging interactions, and support needs involving senior or high-profile customers, are required.
  • Analytical and problem-solving skills, including the ability to exercise sound judgment, troubleshoot complex issues, make timely decisions, and develop solutions in a fast-paced environment, are required.
  • Ability to work independently, remain flexible and responsive to changing operational demands, organize and prioritize multiple assignments, and meet customer and operational deadlines is required.
  • Ability to collaborate across teams and organizational boundaries to coordinate end-to-end technology solutions and resolve issues requiring multiple IT service providers is required.
  • Functional knowledge of IT Service Management principles and experience with enterprise incident, request, change, asset, and knowledge management processes and systems are required.
  • Experience developing, implementing, following, and improving enterprise desktop-support processes, procedures, workflows, and standards—including customer onboarding, technology deployment, security practices, asset management, and customer engagement—is required.
  • Experience planning and executing complex technology projects, including resource and task coordination, implementation, communication, risk management, and stakeholder engagement, is required.
  • Ability to develop and deliver technical training, documentation, and guidance for individuals and groups, including technical staff and customers, is required.
  • Ability to develop scripts, batch files, or other automation solutions to streamline procedures and configure devices for specific enterprise environments is required.
  • Ability to coordinate vendor activities and services, onsite and remotely, for supported systems and operational areas is required.
  • Ability to use operational data, reports, trends, and performance metrics to evaluate and improve service delivery, employee performance, operational efficiency, and cost effectiveness is required.
  • Flexibility to support and work across all UCSF and affiliated locations is required.

Responsibilities

  • Provide day-to-day supervision, technical leadership, and operational direction for Field Services staff to deliver onsite IT support across assigned locations.
  • Provide technical leadership, mentorship, and work direction to team members while coordinating operational and project-based work.
  • Assign and prioritize work, maintain schedules, monitor workload and ticket queues, review completed work, and adjust staffing and resources to maintain appropriate coverage and service continuity.
  • Coordinate primary desktop support across the assigned region, including incidents, service requests, scheduled maintenance, deployments, moves, upgrades, and other Field Services activities.
  • Troubleshoot and resolve complex issues involving desktop and laptop systems, mobile devices, printers, peripherals, network connectivity, software applications, utilities, and related technologies.
  • Serve as a technical escalation point for Field Services staff and customers; provide consultation and guidance, assist with technical and customer escalations, and communicate significant issues, risks, and status updates to management.
  • Coordinate escalations with Desktop Engineering, Customer Engagement, partner IT groups, and other technical teams to facilitate timely resolution of complex issues.
  • Participate in after-hours or on-call support rotations as required.
  • Supervise, coach, mentor, and develop Field Services staff, establishing expectations for performance, customer experience, technical competencies, teamwork, and accountability.
  • Participate in recruitment, selection, onboarding, training, and retention activities, and make recommendations regarding hiring, performance actions, salary actions, and other personnel matters in accordance with organizational policies and management direction.
  • Establish individual and team goals and performance expectations; monitor performance using service, operational, and quality metrics.
  • Conduct regular one-on-one and team meetings to review priorities, performance, workload, professional development, operational issues, and team objectives.
  • Provide timely and constructive feedback, recognize employee contributions, address performance concerns, and complete annual performance evaluations.
  • Support professional development through training, mentoring, cross-training, knowledge sharing, and opportunities to expand technical, customer service, project management, and leadership skills.
  • Review and approve employee timekeeping and leave requests, and assist management with staffing, scheduling, and resource planning.
  • Build and maintain relationships with customers, departmental leaders, technical teams, and other UCSF IT service providers to understand business needs and ensure effective service delivery.
  • Respond to customer feedback and escalations, coordinate appropriate resolutions, and identify opportunities to prevent recurring issues.
  • Monitor customer feedback, satisfaction results, service level agreements, ticket volumes, escalation trends, and other operational metrics; identify trends and implement service improvements.
  • Engage with key customers and stakeholders to review service performance, project status, technology needs, upcoming initiatives, risks, and opportunities for improvement.
  • Consult with customers to assess business and technology needs and recommend effective, supportable, cost-conscious solutions consistent with UCSF IT standards and practices.
  • Support hardware lifecycle planning, inventory management, software licensing, technology assessments, and related planning for operational and budget decisions.
  • Ensure service, inventory, time-reporting, and other operational records are accurate and documented in designated systems.
  • Communicate service performance, customer concerns, operational risks, and significant issues to Field Services management and other stakeholders.
  • Lead and coordinate small- to medium-sized technology projects and work efforts while maintaining operational responsibilities as a working supervisor.
  • Support project development and implementation, including requirements analysis, planning, resource coordination, testing, deployment, documentation, customer communication, and post-implementation support.
  • Coordinate staff, consultants, customers, and partner IT teams involved in projects; define and manage responsibilities, tasks, schedules, dependencies, and deliverables.
  • Lead or support projects involving technology deployments, operating-system and hardware upgrades, organizational changes, moves, new system implementations, and other Field Services initiatives.
  • Monitor project schedules, resources, risks, issues, and deliverables, and provide status reports to customers, stakeholders, and management.
  • Identify and address project-related customer concerns and operational impacts, escalating risks or barriers as appropriate.
  • Participate in cross-functional UCSF IT initiatives and represent Field Services in project planning and implementation.
  • Lead and participate in continuous process-improvement and innovation initiatives that enhance service quality, operational efficiency, customer experience, and team effectiveness.
  • Participate in developing, implementing, and improving Field Services policies, procedures, standards, and workflows.
  • Identify opportunities to optimize workflows, standardize practices, improve tools and processes, and reduce recurring incidents or service inefficiencies.
  • Develop, maintain, and promote technical documentation, procedures, workflows, and Knowledge Base content for complex resolutions and common support activities supporting Field Services and Service Desk operations.
  • Identify training needs and develop or coordinate technical, procedural, and customer-service training for Field Services staff, other IT personnel, and customers as appropriate.
  • Provide technical guidance, demonstrations, presentations, and training to customers, IT staff, and leadership as needed.
  • Support adoption of new technologies, procedures, policies, and service-delivery practices through communication, documentation, training, and coaching.
  • Ensure Field Services activities and staff practices comply with applicable federal, state, University of California, UCSF, and departmental information-security, privacy, confidentiality, and technology policies and procedures.
  • Identify and escalate actual or potential information-security concerns and coordinate with security and partner IT teams on investigation, remediation, and risk-reduction activities.
  • Conduct or coordinate hardware, software, security, and technology assessments and support remediation within the scope of Field Services responsibilities.
  • Maintain confidentiality when handling or accessing sensitive information and ensure staff understand and comply with confidentiality requirements.
  • Assist Field Services management with operational planning, staffing and FTE considerations, budgeting, resource allocation, hardware lifecycle planning, inventory, and other administrative activities.
  • Maintain accurate operational, inventory, project, and service documentation and support Field Services management reporting requirements.
  • Perform other responsibilities as assigned.

Desired Qualifications

  • Relevant certification, such as Microsoft, Apple, Six Sigma, Project Management Professional, or ITIL certification.
  • Two to three years of experience providing technology support in a healthcare environment.
  • Working knowledge of management practices and applicable employee policies and procedures.

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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