Manager, Technical Support Services

IT Customer Service Desk

Full Time

82143BR

Job Summary

The Manager of Technical Support Services within the Service Desk is a pivotal management role, accountable for the strategic oversight and operational excellence of the Technical Support Team. This role ensures the seamless functioning of the Service Desk by directing daily operations, resolving technical issues promptly, and maintaining adherence to service level agreements (SLAs). As a primary escalation point, the manager provides advanced technical and business consultation to a diverse array of stakeholders across UCSF. They advocate exceptional customer service, ensuring every interaction is positive and contributes to overall client satisfaction. Additionally, the manager strategically schedules staff, manages the daily queue of calls and tickets, reviews and integrates new applications, and drives continuous improvement initiatives to enhance workflows and procedures. They oversee the development of training materials, ensure all training requirements are met, and maintain accountability for key performance metrics. This role demands a visionary manager who can navigate complex technical landscapes, inspire a high-performing team, and drive excellence in service delivery.

The Manager, Technical Support Services will positively impact UCSF's operations and culture by ensuring UCSF's IT database infrastructure is operable, secure, efficient, and effective in service of the University's mission. The Manager, Technical Support Services 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 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.

The salary range for this position is $105,900- $225,900 (Annual Rate).

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Department Description

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.

Required Qualifications

• Bachelor's degree, or equivalent combination of experience/training, in one or more of the following fields: computer science, engineering, computer information systems, etc
• 5 to 7+ years Experience working in one or more of the following fields: information technology, customer experience, service desk.
• 3 to 5+ years Experience leading teams in a management or leadership role, particularly in a fast-paced, service-oriented environment.
• Advanced project management skills and ability to delegate responsibility, track project progress, supervise others, and advise on competing priorities
• . Significant experience working in a project-based environment using leading project management practices including schedule management, status reporting, and communication of project risks and issues.
• Advanced knowledge of strategic IT planning and alignment with organizational goals, ensuring that technical support services contribute to the broader mission of the university.
• Deep understanding of advanced IT Service Management (ITSM) frameworks, including ITIL, COBIT, and other best practices for managing and optimizing IT services.
• Comprehensive knowledge of cybersecurity principles, data protection regulations, and compliance requirements relevant to higher education institutions.
• Expertise in managing vendor relationships, negotiating contracts, and ensuring service level agreements (SLAs) are met.
• Proven executive leadership skills with the ability to lead cross-functional teams, influence senior stakeholders, and drive organizational change.
• Advanced skills in crisis management, including the ability to lead the team through high-pressure situations and critical incidents with minimal disruption.
• Advanced ability to interpret, analyze, and apply pertinent policies, procedures, regulations, and requirements.
• Exceptional written and verbal communication skills and ability to communicate work assignments to small teams. Demonstrated experience presenting technical information to audiences of technical and non-technical stakeholders.
• Proven ability to delegate solutioning when appropriate to the proper resources. Demonstrated understanding of how decisions affect teams. Demonstrated ability to make decisions with integrity.
• Extensive experience cultivating an inclusive environment that values

Preferred Qualifications

• HDI Support Center Manager Certification
• ITIL Managing Professional Certification
• Project Management Professional (PMP)

About UCSF

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 at diversity.ucsf.edu

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Organization

Campus

Job Code and Payroll Title

000671 BUS TCHL SUPP MGR 1

Job Category

Clinical Systems / IT Professionals, Supervisory / Management

Bargaining Unit

99 - Policy-Covered (No Bargaining Unit)

Employee Class

Career

Percentage

100%

Location

Brisbane, CA

Campus

Brisbane

Work Style

Hybrid

Shift

Days

Shift Length

8 Hours

Additional Shift Details

M-F, 8am-5pm, as required after hours support