Service Desk Supervisor, Swing

IT Customer Service Desk

Full Time

82145BR

Job Summary

The Service Desk Supervisor, Swing will be a critical part of the Service Desk team within Customer Experience, coordinating the operations of the service desk during business hours and swing shifts. The Service Desk Supervisor, Swing will manage the 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. The Supervisor will coordinate operations during the swing shift to ensure incoming requests are being handled, and that incidents and service requests are properly prioritized and resolved. The Service Desk Supervisor, Swing will allocate resources effectively during the swing shift 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, Swing 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, Swing 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.

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 $100,800 - $151,200 (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 or equivalent combination of experience/training in one or more of the following fields: computer science, engineering, computer information systems, etc.
• 3 to 5+ years Experience in one or more of the following fields: information technology, customer experience, service desk.
• 1 to 3+ years Experience leading teams in a management or leadership role, particularly in a fast-paced, service-oriented environment.
• Prior experience in information technology, customer experience services, or higher education.
• Advanced proficiency in using service desk management tools and software. Advanced experience with common IT service management tools (e.g., ServiceNow, BMC Remedy) and remote support tools.
• Advanced understanding of ITIL (Information Technology Infrastructure Library) practices and principles. Understanding of networking, hardware, software, and operating systems.
• Strong written and verbal communication skills, with the ability to explain IT concepts to a non-technical audience and a diverse community of colleagues and stakeholders.
• Skilled in managing and prioritizing incidents, including crisis management. Ability to lead in a high-pressure environment. Demonstrated ability to delegate solutioning when appropriate to the proper resources. Demonstrated understanding of how decisions affect teams. Demonstrated ability to make decisions with integrity.
• Demonstrated ability to design and deliver effective training programs for a variety of audiences.
• Advanced experience with problem research and resolution in relation to technical issues and remote troubleshooting.
• Understanding of the attributes and processes of current application development methodologies.
• Ability to interpret, analyze, and apply pertinent service level agreements, policies, procedures, regulations, and other requirements, and turn them into actionable outcomes.
• Advanced organizational skills with the ability to set priorities and manage multiple projects.
• Ability to develop positive working relationships and a strong rapport with team members

Preferred Qualifications

• HDI Support Center Certification (Analyst, Lead, or Manager)
• ITIL Certification
• Technical Certifications (MCP, CCNA, CompTIA, etc.)

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 San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Organization

Campus

Job Code and Payroll Title

007561 BUS TCHL SUPP SUPV 2

Job Category

Clinical Systems / IT Professionals, Supervisory / Management

Bargaining Unit

99 - Policy-Covered (No Bargaining Unit)

Employee Class

Career

Percentage

100%

Location

Brisbane, CA

Campus

Brisbane

Work Style

Hybrid

Shift

Evenings

Shift Length

8 Hours

Additional Shift Details

M-F 12 pm - 9 pm and as required out of hours.