Service Desk Supervisor, Day
About the role
The Service Desk Supervisor, Day will be a critical part of the Service Desk team within Customer Experience, coordinating the operations of the service desk during day shifts. The Supervisor will manage the Service Desk Analysts, direct their day-to-day work, and work closely with the Manager, Technical Support Services to ensure reliable and efficient operations of the service desk.
Responsibilities
Leads and supervises the Service Desk team, providing guidance, direction, and mentorship, fostering a positive work environment, and ensuring the alignment of team goals with UCSF’s overall strategy and objectives.
Manages the development of team members by helping them set and achieve goals for their career growth.
Fosters an inclusive environment that values differences and creates a sense of belonging and appreciation for team members.
Drives best-in-class customer service to UCSF through effective team member engagement.
Takes corrective action as required, recommends salary actions, promotions, and terminations, and participates in recruitment and orientation of new employees.
Manages assigned staff members in adherence to human resources (HR) and institutional policies and procedures.
Participates in developing and monitoring operational and budget processes, staff full time employees (FTE), finance, human resources, and space planning.
Coordinates day shift service desk operations, ensuring service levels and request coverage.
Manages and prioritizes incidents and requests, ensuring timely resolution per SLAs, allocates resources for peak times, and escalates complex issues.
Develops and maintains SOPs for consistent, efficient operations, and implements process improvements.
Tracks and reports KPIs (response/resolution times, customer satisfaction, ticket volumes), analyzes data for trends, and presents to senior management.
Prepares and approves business process documentation, oversees procedural changes, and sets technical requirements.
Provides technical guidance to Service Desk Analysts, conducts training sessions on new technologies and troubleshooting techniques.
Implements preventive measures by identifying potential issues early and collaborating with other IS and IT professionals to solve problems and address customer complaints efficiently and effectively.
Gathers and analyzes customer feedback to identify areas for improvement and implements changes to enhance customer experience.
Supports day-to-day activities, meetings, and tasks. Prioritizes activities according to the needs of the University and service stability.
Compiles data to analyze process performance and define a pathway to process success.
Maintains consistent communication with colleagues and senior leaders to resolve escalations and provide updates.
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.
3 to 5+ years of experience in one or more of the following fields: information technology, customer experience, service desk.
1 to 3+ years of experience leading teams in a management or leadership role, particularly in a fast-paced, service-oriented environment.
Prior experience in information technology, customer experience services, or higher education.
Advanced proficiency in using service desk management tools and software.
Advanced experience with common IT service management tools (e.g., ServiceNow, BMC Remedy) and remote support tools.
Advanced understanding of ITIL (Information Technology Infrastructure Library) practices and principles.
Understanding of networking, hardware, software, and operating systems.
Strong written and verbal communication skills, with the ability to explain IT concepts to a non-technical audience and a diverse community of colleagues and stakeholders.
Skilled in managing and prioritizing incidents, including crisis management.
Ability to lead in a high-pressure environment.
Demonstrated ability to delegate solutioning when appropriate to the proper resources.
Demonstrated understanding of how decisions affect teams.
Demonstrated ability to make decisions with integrity.
Demonstrated ability to design and deliver effective training programs for a variety of audiences.
Advanced experience with problem research and resolution in relation to technical issues and remote troubleshooting.
Understanding of the attributes and processes of current application development methodologies.
Ability to interpret, analyze, and apply pertinent service level agreements, policies, procedures, regulations, and other requirements, and turn them into actionable outcomes.
Advanced organizational skills with the ability to set priorities and manage multiple projects.
Ability to develop positive working relationships and a strong rapport with team members.