Associate Director, IT Service Desk
About The Position
The Associate Director, IT Service Desk provides strategic leadership and operational oversight for UCSF’s Service Desk, including technical and clinical support services. This role is accountable for the vision, performance, and continuous improvement of a multi-tiered support organization serving clinical, academic, research, and administrative customers. The Associate Director leads managers and supervisors responsible for daily support operations, service quality, workforce planning, incident response, knowledge management, and performance management. The role establishes service standards, monitors SLAs and KPIs, drives data-informed improvements, and ensures support models are aligned across channels, teams, and customer groups. In partnership with Infrastructure Services, clinical stakeholders, and cross-functional IT teams, this role ensures reliable support for enterprise technologies, clinical workflows, and high-impact services. The Associate Director also leads long-term service desk strategy, including self-service, automation, AI-assisted support, shift-left opportunities, and service model improvements that enhance customer experience and operational efficiency. As a senior leader, the Associate Director represents the Service Desk across UCSF, communicates performance and priorities to leadership, supports major incident response and service continuity planning, and fosters an inclusive, accountable, and service-oriented culture.
Requirements
- Strategic leadership experience.
- Operational oversight experience.
- Experience with multi-tiered support organizations.
- Experience leading managers and supervisors.
- Experience in daily support operations, service quality, workforce planning, incident response, knowledge management, and performance management.
- Experience establishing service standards, monitoring SLAs and KPIs, and driving data-informed improvements.
- Experience aligning support models across channels, teams, and customer groups.
- Experience ensuring reliable support for enterprise technologies, clinical workflows, and high-impact services.
- Experience leading long-term service desk strategy, including self-service, automation, AI-assisted support, shift-left opportunities, and service model improvements.
- Experience representing a department/team across an organization.
- Experience communicating performance and priorities to leadership.
- Experience supporting major incident response and service continuity planning.
- Experience fostering an inclusive, accountable, and service-oriented culture.
Responsibilities
- Provides strategic leadership and operational oversight for UCSF’s Service Desk.
- Accountable for the vision, performance, and continuous improvement of a multi-tiered support organization.
- Leads managers and supervisors responsible for daily support operations, service quality, workforce planning, incident response, knowledge management, and performance management.
- Establishes service standards, monitors SLAs and KPIs, and drives data-informed improvements.
- Ensures support models are aligned across channels, teams, and customer groups.
- Ensures reliable support for enterprise technologies, clinical workflows, and high-impact services in partnership with Infrastructure Services, clinical stakeholders, and cross-functional IT teams.
- Leads long-term service desk strategy, including self-service, automation, AI-assisted support, shift-left opportunities, and service model improvements.
- Represents the Service Desk across UCSF and communicates performance and priorities to leadership.
- Supports major incident response and service continuity planning.
- Fosters an inclusive, accountable, and service-oriented culture.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
