IT Field Services Supervisor

University of California, San Francisco•San Francisco, CA

4d•Hybrid

About The Position

The IT Field Services Supervisor leads the day-to-day operations of a team of 6-15 Field Services Technicians and collaborates with lead technicians supporting UCSF Health and Campus locations. This role ensures the timely delivery of maintenance, incident resolution, and support services; oversees staff recruitment, development, and performance; and serves as the primary escalation point for complex technical and customer issues. The supervisor partners with site leaders, IT teams, vendors, and key stakeholders to maintain high-quality IT support, improve service delivery, and enhance customer experience across diverse healthcare, research, education, and administrative environments. The position establishes priorities, manages workflows, ensures compliance with policies and procedures, identifies and mitigates risks. Maintains vigilant oversight of protected health information (PHI) security, and recommends scalable, future-proof operational and service improvements. This position supports users across UCSF enterprise environments, including campus, medical centers, and affiliated sites. Travel or movement between sites will be required based on operational needs. 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.

Requirements

Bachelor's degree in related area and / or equivalent experience / training.
Valid California driver’s license
Minimum of five years of experience supporting Windows and Macintosh computers in a networked enterprise environment.
Minimum of two to three years of experience supervising or leading teams and complex projects in a technical support or related IT environment.
Working knowledge of business and technical support functions, IT products and services, and related IT principles and concepts sufficient to address complex and diverse technology support needs.
Demonstrated advanced technical proficiency supporting and troubleshooting Windows and macOS systems, productivity applications, network connectivity, mobile devices, peripherals, and related enterprise technologies, including management of complex or Level 3 escalations.
Ability to assess customer and business requirements and recommend appropriate, supportable, and cost-effective hardware, software, and technology solutions.
Demonstrated experience supervising or leading technical staff, including assigning and prioritizing work, monitoring performance, providing coaching and training, motivating staff, and maintaining high standards of customer service.
Strong interpersonal and leadership skills with demonstrated ability to build productive, collaborative, and responsive relationships with customers, staff, technical teams, vendors, and other service providers.
Excellent verbal and written communication skills, including active listening, business writing, presentations, and the ability to communicate complex technical information clearly and concisely to technical and non-technical audiences at all organizational levels.
Demonstrated customer service skills, professionalism, and situational awareness, including the ability to effectively manage complex customer escalations, sensitive situations, challenging interactions, and support needs involving senior or high-profile customers.
Strong analytical and problem-solving skills with demonstrated ability to exercise sound judgment, troubleshoot complex issues, make timely decisions, and develop solutions in a fast-paced environment.
Demonstrated ability to work independently, remain flexible and responsive to changing operational demands, and effectively organize, prioritize, and reprioritize multiple assignments while meeting customer and operational deadlines.
Demonstrated ability to collaborate across teams and organizational boundaries to coordinate end-to-end technology solutions and resolve issues requiring participation from multiple IT service providers.
Functional knowledge of IT Service Management (ITSM) principles and demonstrated experience with enterprise incidents, requests, change, assets, and knowledge management processes and systems.
Experience developing, implementing, following, and improving enterprise desktop support processes, procedures, workflows, and standards, including customer onboarding, technology deployment, security practices, asset management, and customer engagement.
Demonstrated experience planning and executing complex technology projects, including resource and task coordination, implementation, communication, risk management, and stakeholder engagement.
Ability to develop and deliver technical training, documentation, and guidance for individuals and groups, including technical staff and customers.
Ability to develop scripts, batch files, or other automation solutions to streamline procedures and configure devices for specific enterprise environments.
Ability to coordinate vendor activities and services, both onsite and remotely, for supported systems and operational areas.
Demonstrated ability to use operational data, reports, trends, and performance metrics to evaluate and improve service delivery, employee performance, operational efficiency, and cost effectiveness.
Flexibility to support and work across all UCSF and affiliated locations

Nice To Haves

Relevant certification (Microsoft, Apple, Six Sigma, PMP, ITIL, etc.)
Two to three years of experience providing technology support in a healthcare environment.
Working knowledge of management practices and applicable employee policies and procedures.

Responsibilities

Provide day-to-day supervision, technical leadership, and operational direction for Field Services staff to ensure effective delivery of onsite IT support services across assigned locations.
Provide technical leadership, mentorship, and work direction to team members while coordinating operational and project-based work efforts.
Assign and prioritize work, maintain schedules, monitor workload and ticket queues, review completed work, and adjust staffing and resources to maintain appropriate coverage and service continuity.
Coordinate primary desktop support across the assigned region, including incidents, service requests, scheduled maintenance, deployments, moves, upgrades, and other Field Services activities.
Apply senior-level technical expertise to troubleshoot and resolve complex issues involving desktop and laptop systems, mobile devices, printers, peripherals, network connectivity, software applications, utilities, and related technologies.
Serve as a technical escalation point for Field Services staff and customers; provide consultation and guidance, assist with technical and customer escalations, and communicate significant issues, risks, and status updates to management.
Coordinate escalations with Desktop Engineering, Customer Engagement, partner IT groups, and other technical teams as appropriate to facilitate timely resolution of complex issues.
Participate in after-hours or on-call support rotations as required.
Supervise, coach, mentor, and develop Field Services staff, establishing clear expectations for performance, customer experience, technical competencies, teamwork, and accountability.
Participate in recruitment, selection, onboarding, training, and retention activities and make recommendations regarding hiring, performance actions, salary actions, and other personnel matters in accordance with organizational policies and management direction.
Establish individual and team goals and performance expectations; monitor performance using appropriate service, operational, and quality metrics.
Conduct regular one-on-one meetings and team meetings to review priorities, performance, workload, professional development, operational issues, and team objectives.
Provide timely and constructive feedback, recognize employee contributions, address performance concerns, and complete annual performance evaluations.
Encourage and support professional development through training, mentoring, cross-training, knowledge sharing, and opportunities to expand technical, customer service, project management, and leadership skills.
Review and approve employee timekeeping and leave requests and assist management with staffing, scheduling, and resource planning.
Promote a collaborative, inclusive, service-oriented work environment that supports employee engagement, continuous learning, and team effectiveness.
Build and maintain effective relationships with customers, departmental leaders, technical teams, and other UCSF IT service providers to understand business needs and ensure effective service delivery.
Serve as an escalation point for customer service concerns, responding to customer feedback and escalations, coordinating appropriate resolution, and identifying opportunities to prevent recurring issues.
Monitor customer feedback and satisfaction results, service level agreements (SLAs), ticket volumes, escalation trends, and other operational metrics; identify trends and implement appropriate service improvements.
Conduct regular engagement with key customers and stakeholders to review service performance, project status, technology needs, upcoming initiatives, risks, and opportunities for improvement.
Consult with customers to assess business and technology needs and recommend effective, supportable, and cost-conscious solutions consistent with UCSF IT standards and practices.
Support hardware lifecycle planning, inventory management, software licensing, technology assessments, and related planning activities to inform operational and budget decisions.
Ensure service, inventory, time reporting, and other operational records are accurate and appropriately documented in designated systems.
Communicate service performance, customer concerns, operational risks, and significant issues to Field Services management and other stakeholders as appropriate.
Lead and coordinate small to medium-sized technology projects and work efforts while maintaining operational responsibilities as a working supervisor.
Support project development and implementation activities, including requirements analysis, planning, resource coordination, testing, deployment, documentation, customer communication, and post-implementation support.
Coordinate staff, consultants, customers, and partner IT teams involved in projects and ensure responsibilities, tasks, schedules, dependencies, and deliverables are clearly defined and managed.
Lead or support projects involving technology deployments, operating system and hardware upgrades, organizational changes, moves, new system implementations, and other Field Services initiatives.
Monitor project schedules, resources, risks, issues, and deliverables and provide timely status reporting to customers, stakeholders, and management.
Identify and address project-related customer concerns and operational impacts, escalating risks or barriers as appropriate.
Participate in cross-functional UCSF IT initiatives and represent Field Services in project planning and implementation activities.
Lead and participate in continuous process improvement and innovation initiatives that enhance service quality, operational efficiency, customer experience, and team effectiveness.
Participate in the development, implementation, and ongoing improvement of Field Services policies, procedures, standards, and workflows.
Identify opportunities to optimize workflows, standardize practices, improve tools and processes, and reduce recurring incidents or service inefficiencies.
Develop, maintain, and promote technical documentation, procedures, workflows, and Knowledge Base content for complex resolutions and common support activities to support Field Services and Service Desk operations.
Identify training needs and develop or coordinate appropriate technical, procedural, and customer service training for Field Services staff, other IT personnel, and customers as appropriate.
Provide technical guidance, demonstrations, presentations, and training to customers, IT staff, and leadership as needed.
Support adoption of new technologies, procedures, policies, and service delivery practices through communication, documentation, training, and coaching.
Ensure Field Services activities and staff practices comply with applicable federal, state, University of California, UCSF, and departmental information security, privacy, confidentiality, and technology policies and procedures.
Identify and appropriately escalate actual or potential information security concerns and coordinate with security and partner IT teams on investigation, remediation, and risk-reduction activities.
Conduct or coordinate appropriate hardware, software, security, and technology assessments and support remediation activities within the scope of Field Services responsibilities.
Maintain appropriate confidentiality when handling or accessing sensitive information and ensure staff understand and comply with applicable confidentiality requirements.
Assist Field Services management with operational planning, staffing and FTE considerations, budgeting, resource allocation, hardware lifecycle planning, inventory, and other administrative activities as appropriate.
Maintain accurate operational, inventory, project, and service documentation and support reporting requirements for Field Services management.