IT Service Desk Supervisor, Clinical Services (1 of 2)

UCSF•Brisbane, CA

36d•$90,700 - $193,500

About The Position

The Service Desk Supervisor, Clinical Services will be a critical part of the Service Desk team within Customer Experience, coordinating the operations of the Service Desk, with focus on the Clinical Service Desk supporting applications and technology in the patient care areas of UCSF and affiliated hospitals and clinics. The Service Desk Supervisor, Clinical Services will manage the Clinical 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 as a whole. The Supervisor will coordinate operations to ensure incoming requests are being handled, and that incidents and service requests are properly prioritized and resolved. The Service Desk Supervisor, Clinical Services will allocate resources effectively 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 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 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.

Requirements

Experience in IT Service Desk operations.
Experience managing a team.
Familiarity with IT Service Management principles.
Ability to prioritize and resolve incidents efficiently.
Skills in developing and implementing Standard Operating Procedures (SOPs).
Ability to track and report on metrics.
Experience in quality assurance for service desk calls and messages.
Understanding of IT infrastructure operations.
Commitment to professionalism, respect, integrity, diversity, and excellence (PRIDE values).

Nice To Haves

Experience supporting clinical applications and technology in patient care areas.
Experience working in an academic healthcare organization.

Responsibilities

Coordinate the operations of the Service Desk, with a focus on the Clinical Service Desk supporting applications and technology in patient care areas.
Manage Clinical Service Desk Analysts and direct their day-to-day work.
Work closely with the Manager, Clinical Support Services to ensure reliable and efficient operations of the Service Desk.
Coordinate operations to ensure incoming requests are handled and that incidents and service requests are properly prioritized and resolved.
Allocate resources effectively.
Act as a point of escalation for issues, maintaining customer satisfaction and resolving incidents efficiently.
Develop, implement, and maintain Standard Operating Procedures (SOPs) for service desk operations.
Track and report on metrics to identify areas of improvement in operations.
Identify opportunities for improvement by reviewing service desk calls and messages for quality assurance.
Ensure UCSF’s IT infrastructure is operable, secure, efficient, and effective in service of the University’s mission.
Deliver exceptional information technology services comprehensively and consistently across customers and stakeholders.
Execute UCSF’s vision while modeling UCSF’s culture and values.