IT Field Services Supervisor

UCSF•San Francisco, CA

2d•$100,000 - $140,000•Onsite

About The Position

Responsible for the day-to-day supervision of Field Services Technicians assigned to specific sites and shifts. Reports directly to Field Services Management, supervising a team of field technicians ranging from 4-10 support staff with a dotted line relationship to 2-3 lead technicians. The Field Services Supervisor ensures for the timely completion of appropriate proactive maintenance activities and reactive incident resolution processes necessary to maintain the end user IT device environment. This includes corrective action in the resolution of incidents and escalation/notification processes as appropriate. This position will supervise, recruit, evaluate and develop field technicians. They will interface with administrative personnel, IT managers, technical staff, other IT groups, external departments, vendors, consultants requiring both sound technical and outstanding customer service skills (highly professional, courteous, and patient disposition.) Directly involved in resolving ticket escalations as well as coordinating the communication of service status related to his/her area of responsibility. The position will also work as needed on special projects and work closely with site managers to ensure services and resources are adequately provided at his/her area of responsibility. The incumbent will act as internal escalation point for complex problems, projects and may lead a team of Field Technicians. The position will also maintain close working relationships with key customers to improve customer support and assure satisfaction with IT services. Responsible for the clinical field team which provides 24 x 5 onsite support to inpatient hospital units at Mission Bay and Parnassus. The supervisor is responsible for ensuring staff is following policies and resolving issues in a timely manner, helping to provide priority and assess impact. The supervisor also advocates for the customer and provides recommendation on how the department can optimally support. Receives assignments in the form of objectives with goals and the process by which to meet goals. Provides direction to staff according to established policies and management guidance. Administers policies that directly affect subordinate staff. Recommends changes to department policies and practices. Identifies risks and responds accordingly. Provide priority setting and work flow analysis.

Requirements

Sound technical skills
Outstanding customer service skills
Highly professional, courteous, and patient disposition

Responsibilities

Day-to-day supervision of Field Services Technicians
Ensuring timely completion of proactive maintenance and reactive incident resolution
Resolving incidents and managing escalation/notification processes
Supervising, recruiting, evaluating, and developing field technicians
Interfacing with administrative personnel, IT managers, technical staff, other IT groups, external departments, vendors, and consultants
Resolving ticket escalations
Coordinating communication of service status
Working on special projects as needed
Working closely with site managers to ensure services and resources are adequately provided
Acting as an internal escalation point for complex problems and projects
Leading a team of Field Technicians
Maintaining close working relationships with key customers
Ensuring staff follows policies and resolves issues in a timely manner
Providing priority and assessing impact for issues
Advocating for the customer and providing recommendations for optimal departmental support
Providing direction to staff according to established policies and management guidance
Administering policies that directly affect subordinate staff
Recommending changes to department policies and practices
Identifying risks and responding accordingly
Providing priority setting and work flow analysis