Manager IT Desktop Field Services

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.

The 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.

IT Field Service
• Full Time
• 86831  
• Seniority level:
Not Applicable
•

Employment type:

Full-time
• Job function:
Information Technology
• Industries:
Higher Education

Salary range: $110,400 - $235,400 (Annual Rate)

To learn more about the benefits of working at UCSF, including total compensation, please visit: (Use the "Apply for this Job" box below)..html

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.

• 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,…