Service Desk Supervisor, Day

The Service Desk Supervisor, Day will be a critical part of the Service Desk team within Customer Experience, coordinating the operations of the service desk during day shifts. The Service Desk Supervisor, Day will manage the Service Desk Analysts, direct their day-to-day work, and work closely with the Manager, Technical Support Services to ensure reliable and efficient operations of the service desk. The Supervisor will provide technical guidance within the service desk, ensuring that all technical issues are resolved efficiently and effectively. The Supervisor will coordinate operations during the day shift to ensure incoming requests are being handled and that incidents and service requests are properly prioritized and resolved. The Service Desk Supervisor, Day will allocate resources effectively during the day 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, Day 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, Day 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 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., 1. Leads and supervises the Service Desk team, providing guidance, direction, and mentorship, fostering a positive work environment, and ensuring the alignment of team goals with UCSF's overall strategy and objectives.

2. Manages the development of team members by helping them set and achieve goals for their career growth. Fosters an inclusive environment that values differences and creates a sense of belonging and appreciation for team members. Leads by example, demonstrating ethics, high accountability, and actively drives the process of embedding IT values and behaviors. Contributes to a culture of trust and transparency. Drives best-in-class customer service to UCSF through effective team member engagement.
3. Handles personnel management tasks, including selecting, training, guiding, and evaluating professional and support staff. Takes corrective action as required, recommends salary actions, promotions, and terminations, and participates in recruitment and orientation of new employees.
4. Manages assigned staff members in adherence to human resources (HR) and institutional policies and procedures. Participates in developing and monitoring operational and budget processes, staff full time employees (FTE), finance, human resources, and space planning.

20%

Yes

Service Desk

1. Coordinates day shift service desk operations, ensuring service levels and request coverage.
2. Manages and prioritizes incidents and requests, ensuring timely resolution per SLAs, allocates resources for peak times, and escalates complex issues.
3. Develops and maintains SOPs for consistent, efficient operations, and implements process improvements.
4. Tracks and reports KPIs (response/resolution times, customer satisfaction, ticket volumes), analyzes data for trends, and presents to senior management.
5. Prepares and approves business process documentation, oversees procedural changes, and sets technical requirements.
6. Provides technical guidance to Service Desk Analysts, conducts training sessions on new technologies and troubleshooting techniques.

10%

Yes

Problem Solving

1. Implements preventive measures by identifying potential issues early and collaborates with other IS and IT professionals to solve problems and address customer complaints efficiently and effectively.

5%

Yes

Customer Service

1. Gathers and analyzes customer feedback to identify areas for improvement and implements changes to enhance customer experience.

5%

Yes

Project Planning and Management

1. Supports day-to-day activities, meetings, and tasks. Prioritizes activities according to the needs of the University and service stability. Compiles data to analyze process performance and define a pathway to process success.

5%

Yes

Communications and Training

1. Maintains consistent communication with colleagues and senior leaders to resolve escalations and provide updates.

5%

Yes

Other

1. Actively contributes to promoting equity, diversity, and inclusion across the organization and UCSF's campus.
2. Actively promotes the organization's core values and consistently integrates innovation, employee fulfillment, teamwork, respect, excellence, integrity, service, and accountability into each aspect of their work.
3. Maintains current knowledge of university policy and procedures; effectively, consistently and fairly applies university policy and/or campus/division procedures for assigned area and team members supervised; complies with university, campus and division policies and procedures regarding privacy of information, authorized use of university resources and the security of university systems and data.
4. Participates in an on-call rotation for high and critical 24x7 incident response as needed.
5. Performs other related responsibilities as requested and when necessary. The University reserves the right to add or change duties at any time.

• 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 of experience in one or more of the following fields: information technology, customer experience, service desk.
• 1 to 3+ years of 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., * HDI Support Center Certification (Analyst, Lead, or Manager)
• ITIL Certification
• Technical Certifications (MCP, CCNA, CompTIA, etc.)

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 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 here. 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. Salary Information 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.