Associate Director, IT Service Desk

Job Summary

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.

About the Role

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.

Responsibilities

• Establishes service standards, monitors SLAs and KPIs, drives data-informed improvements, and ensures support models are aligned across channels, teams, and customer groups.
• Ensures reliable support for enterprise technologies, clinical workflows, and high-impact services.
• Led 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.
• 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

• Minimum Requirements: Bachelor's degree in related area and / or equivalent experience / training, 10+ years’ experience working in one or more of the following fields: information technology, customer experience, and service desk, 5+ years experience leading teams in a management or leadership role, particularly in a fast-paced, service-oriented environment, 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, 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, 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, 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 equity, diversity, inclusion, and belonging

Qualifications

• Extensive knowledge and hands-on experience with clinical applications, systems, and devices, ensuring seamless functionality and minimal operational disruptions.
• In-depth understanding of clinical workflows and processes, with the ability to identify inefficiencies and implement improvements that enhance patient care and operational efficiency.
• Comprehensive knowledge of healthcare regulations, standards, and compliance requirements, ensuring that all clinical support services adhere to these guidelines.
• Expertise in managing and securing clinical data, ensuring data integrity, confidentiality, and compliance with HIPAA and other relevant regulations.

Skills

Preferred Qualifications: Extensive knowledge and hands-on experience with clinical applications, systems, and devices, ensuring seamless functionality and minimal operational disruptions. In-depth understanding of clinical workflows and processes, with the ability to identify inefficiencies and implement improvements that enhance patient care and operational efficiency. Comprehensive knowledge of healthcare regulations, standards, and compliance requirements, ensuring that all clinical support services adhere to these guidelines. Expertise in managing and securing clinical data, ensuring data integrity, confidentiality, and compliance with HIPAA and other relevant regulations.

Benefits

Not specified

Pay

Not specified

Schedule

Not specified