Manager IT Desktop Field Services

About the Role

The Site Manager is one of several manager positions in the IT Field Services group, with primary responsibility over the Medical Center field technicians. This position reports directly to the IT Field Services Associate Director and will manage a team of leads and supervisors. The Site Manager will be responsible for successfully delivering desktop support services under the program guidelines, supervising, recruiting, hiring, evaluating, and developing field technicians, leads, and supervisors.

The role involves interfacing with other IT managers and technical staff, resolving ticket escalations, and coordinating communication of service status. The Site Manager will also work on special projects, collaborate with other site managers to ensure adequate service and resource provision, and maintain close working relationships with key customers to improve support and satisfaction with IT services.

Department Overview

UCSF IT operates in a highly complex environment, interacting with multiple IT service providers within the UCSF community, including Campus and Medical Center IT. The department comprises administrative staff, project managers, software developers, server administrators, service desk personnel, network infrastructure, network security, desktop engineering, and field desktop support.

Responsibilities

• Lead and manage a team of field technicians, leads, and supervisors.
• Deliver desktop support services under program guidelines.
• Resolve ticket escalations and communicate service status updates.
• Coordinate with other IT managers and technical staff.
• Work on special projects and ensure adequate service and resource provision across locations.
• Maintain relationships with key customers to improve support and satisfaction.
• Analyze buy vs. build procurement for effective and efficient technology use.
• Manage ongoing technology infrastructure acquisition and expansion, including integrating emerging technologies.
• Adapt, integrate, and modify existing programs or vendor-supplied products for the technical environment.

Requirements

• Bachelor’s degree in a related area and/or equivalent experience/training.
• 7–8 years of applicable business technical support experience in a healthcare setting or related combination of education, training, and experience.
• Demonstrated experience leading change management activities and managing their impact across the unit or department.
• Broad knowledge of business/technical support functions and other IT areas for strategic planning, technology assessment, and direction.
• Working knowledge of policies and procedures to determine appropriate courses of action.
• Technical skills to identify and resolve problems with desktop, laptop, and networked systems.
• Proven interpersonal and management skills.
• Ability to communicate highly technical information clearly to both technical and nontechnical personnel.
• Ability to work at all organizational levels and gain cooperation from others.
• Experience managing technical staff.
• Broad knowledge of technical concepts, data communications, computer hardware, vendor IT products, and software.
• Understanding of service delivery principles.
• Excellent oral and written communication skills, including presenting technical topics to varied audiences.

Preferred Qualifications

• 3–4 years of supervisory experience.

About Us

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. UCSF is the only UC campus exclusively focused on health sciences and brings together world-leading experts in nearly every area of health. The university is home to five Nobel laureates who have advanced understanding in cancer, neurodegenerative diseases, aging, and stem cells.

UCSF values diversity and seeks candidates whose work experience or community service has prepared them to contribute to its commitment to professionalism, respect, integrity, diversity, and excellence (PRIDE values). UCSF is also committed to equity in delivering care and building a broadly diverse workforce, nurturing a welcoming and supportive culture, and engaging diverse ideas for culturally competent education, discovery, and patient care.

Pay

The final salary and offer components are subject to additional approvals based on UC policy. Placement within the salary range depends on factors such as work experience and internal equity. For union-represented positions, placement is guided by collective bargaining agreements. Learn more about UCSF’s benefits and total compensation here.