Manager IT Desktop Field Services

Manager IT Desktop Field Services

IT Field Service

Full Time

86831BR

Job Summary

Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Reviews and approves recommendations for functional programs. Provides guidance to subordinates to achieve goals in accordance with established policies. Erroneous decisions or failure to achieve goals results in additional costs and personnel, and serious delays in overall schedules. Has overall operational and strategic responsibility for operations of department or unit.

This position is one of several manager positions in the IT Desktop Field Services group, with primary responsibility over both Campus and Health. The position reports directly to the Associate Director of IT Desktop Field Services 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 assure satisfaction with IT services.

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

The salary range for this position is $110,400 - $235,400 (Annual Rate).

To learn more about the benefits of working at UCSF, including total compensation, please visit : https : / / ucnet.universityofcalifornia.edu / compensation-and-benefits / index.html

Department Description

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.

Required Qualifications

• Bachelor's degree in 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 in the management of ongoing technology infrastructure acquisition and expansion, to include the identification and integration of suitable emerging technologies.
• Demonstrated ability to understand the process involved to adapt, integrate, and modify existing programs or vendor-supplied products for use within the technical environment.
• 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 function 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 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 ability to gain cooperation of others.
• Requires demonstrated skill in managing technical staff.
• Broad knowledge of technical concepts and basic operating principles of data communications, computer hardware, vendor IT products, and software.
• 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

ITIL Foundations or Intermediate

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 our PRIDE values.

In addition to our PRIDE values, 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 at diversity.ucsf.edu

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

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.

Organization

Campus

Job Code and Payroll Title

000671 BUS TCHL SUPP MGR 1

Job Category

Clinical Systems / IT Professionals, Professional and Managerial, Supervisory / Management

Bargaining Unit

99 - Policy-Covered (No Bargaining Unit)

Employee Class

Career

Percentage

100%

Location

San Francisco, CA

Campus

TBD

Work Style

Fully On-Site

Shift

Days

Shift Length

8 Hours

Additional Shift Details

Mon-Fri 8 : 00 to 5 : 00