IT Service Desk Supervisor, Clinical Services (1 of 2

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, 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.

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…