| f | Job Description: | f | Job Description: |
| t | The Manager of Clinical Support Services within the Service Desk is a pivotal role accountable for d | t | The IT Manager, Clinical Service Desk within the Service Desk is a pivotal role accountable for deli |
| elivering advanced technical support to clinical staff and ensuring the seamless functionality of cl | | vering advanced technical support to clinical staff and ensuring the seamless functionality of clini |
| inical applications, systems, and devices. This senior position oversees the operations of the Servi | | cal applications, systems, and devices. This senior position oversees the operations of the Service |
| ce Desk, focusing on the Clinical Support Team, and excels in directing and developing a high-perfor | | Desk, focusing on the Clinical Support Team, and excels in directing and developing a high-performin |
| ming team, managing complex operations, and ensuring strict adherence to SLAs and KPIs. Providing ad | | g team, managing complex operations, and ensuring strict adherence to SLAs and KPIs. Providing advan |
| vanced clinical guidance, the Manager ensures excellence in every customer interaction and maintains | | ced clinical guidance, the Manager ensures excellence in every customer interaction and maintains a |
| a team that excels in incident resolution and prompt request fulfillment. Partnering with clinical | | team that excels in incident resolution and prompt request fulfillment. Partnering with clinical sta |
| staff and IT departments, the Manager addresses complex technical needs, manages high-priority incid | | ff and IT departments, the Manager addresses complex technical needs, manages high-priority incident |
| ents and service requests, and conducts root cause analyses for recurring issues. The role also invo | | s and service requests, and conducts root cause analyses for recurring issues. The role also involve |
| lves managing projects to enhance clinical support services, developing comprehensive training progr | | s managing projects to enhance clinical support services, developing comprehensive training programs |
| ams, maintaining meticulous documentation, and implementing best practices for continuous improvemen | | , maintaining meticulous documentation, and implementing best practices for continuous improvement. |
| t. As the primary reviewer for new applications, workflow changes, and procedural updates, the Manag | | As the primary reviewer for new applications, workflow changes, and procedural updates, the Manager |
| er ensures effective dissemination to the staff and oversees the development and completion of train | | ensures effective dissemination to the staff and oversees the development and completion of training |
| ing materials, ensuring all team members meet rigorous training requirements. The Manager, Clinical | | materials, ensuring all team members meet rigorous training requirements. The Manager, Clinical Sup |
| Support Services will positively impact UCSF’s operations and culture by ensuring UCSF’s IT database | | port Services will positively impact UCSF’s operations and culture by ensuring UCSF’s IT database in |
| infrastructure is operable, secure, efficient, and effective in service of the University’s mission | | frastructure is operable, secure, efficient, and effective in service of the University’s mission. T |
| . The Manager, Technical Support Services, will advance the University’s mission by delivering excep | | he Manager, Technical Support Services, will advance the University’s mission by delivering exceptio |
| tional information technology services comprehensively and consistently across customers and stakeho | | nal information technology services comprehensively and consistently across customers and stakeholde |
| lders. This role will execute UCSF’s vision while modeling UCSF’s culture and values. Department Ove | | rs. This role will execute UCSF’s vision while modeling UCSF’s culture and values. Department Overvi |
| rview: University of California, San Francisco (UCSF) is distinguished as a leading academic healthc | | ew: University of California, San Francisco (UCSF) is distinguished as a leading academic healthcare |
| are organization, home to groundbreaking discoveries, world-class education, and exceptional healthc | | organization, home to groundbreaking discoveries, world-class education, and exceptional healthcare |
| are services. Infrastructure Services (IS) is the backbone of the technological infrastructure, assu | | services. Infrastructure Services (IS) is the backbone of the technological infrastructure, assurin |
| ring the technical services that enable the academic, medical, and research missions of the organiza | | g the technical services that enable the academic, medical, and research missions of the organizatio |
| tion. Beyond a focus on maintaining systems and resolving issues, we are committed to nurturing the | | n. Beyond a focus on maintaining systems and resolving issues, we are committed to nurturing the pot |
| potential of our team members and empowering them to excel. UCSF Infrastructure Services provides 24 | | ential of our team members and empowering them to excel. UCSF Infrastructure Services provides 24x7 |
| x7 support to the University community, always upholding the highest level of responsiveness and rel | | support to the University community, always upholding the highest level of responsiveness and reliab |
| iability for our customers. IS values innovation and excellence in ensuring secure and efficient Inf | | ility for our customers. IS values innovation and excellence in ensuring secure and efficient Inform |
| ormation Technology (IT) services, regardless of the hour or complexity of the issue. The Customer E | | ation Technology (IT) services, regardless of the hour or complexity of the issue. The Customer Expe |
| xperience team within Infrastructure Services is dedicated to supporting the vital work of UCSF. Thi | | rience team within Infrastructure Services is dedicated to supporting the vital work of UCSF. This t |
| s team works to ensure that every interaction between UCSF's customers and IT services is smooth and | | eam works to ensure that every interaction between UCSF's customers and IT services is smooth and po |
| positive, thereby facilitating crucial academic, medical, and research endeavors. The team includes | | sitive, thereby facilitating crucial academic, medical, and research endeavors. The team includes IT |
| IT Service Management, responsible for ensuring the right processes, people, and technology are in | | Service Management, responsible for ensuring the right processes, people, and technology are in pla |
| place to meet the unique demands of the research community. The Desktop Engineering sub-team takes c | | ce to meet the unique demands of the research community. The Desktop Engineering sub-team takes char |
| harge of the design, deployment, and upkeep of desktop computers, providing reliable hardware for da | | ge of the design, deployment, and upkeep of desktop computers, providing reliable hardware for data |
| ta analysis and research. The Desktop Field Services sub-team offers direct, hands-on assistance for | | analysis and research. The Desktop Field Services sub-team offers direct, hands-on assistance for ha |
| hardware or software issues, effectively minimizing downtime and maximizing productivity. The Servi | | rdware or software issues, effectively minimizing downtime and maximizing productivity. The Service |
| ce Desk, serving as the primary contact for users facing IT issues, delivers prompt remote solutions | | Desk, serving as the primary contact for users facing IT issues, delivers prompt remote solutions or |
| or escalates problems as needed, allowing researchers to focus on their groundbreaking work. The Cu | | escalates problems as needed, allowing researchers to focus on their groundbreaking work. The Custo |
| stomer Experience team's overall aim is to provide a seamless user experience, swift resolution of i | | mer Experience team's overall aim is to provide a seamless user experience, swift resolution of issu |
| ssues, minimal downtime, and to align IT services with the broader objectives of UCSF's mission to a | | es, minimal downtime, and to align IT services with the broader objectives of UCSF's mission to adva |
| dvance health worldwide through innovative research. | | nce health worldwide through innovative research. |
| | | |
| Qualifications: | | Qualifications: |
| REQUIRED QUALIFICATIONS - Bachelor’s degree, or equivalent combination of experience/training, in on | | REQUIRED QUALIFICATIONS - Bachelor’s degree, or equivalent combination of experience/training, in on |
| e or more of the following fields: computer science, engineering, computer information systems, etc. | | e or more of the following fields: computer science, engineering, computer information systems, etc. |
| - 5 to 7+ years of experience working in one or more of the following fields: information technolog | | - 5 to 7+ years of experience working in one or more of the following fields: information technolog |
| y, customer experience, service desk. - 3 to 5+ years of experience leading teams in a management or | | y, customer experience, service desk. - 3 to 5+ years of experience leading teams in a management or |
| leadership role, particularly in a fast-paced, service-oriented environment. - Extensive knowledge | | leadership role, particularly in a fast-paced, service-oriented environment. - Extensive knowledge |
| and hands-on experience with clinical applications, systems, and devices, ensuring seamless function | | and hands-on experience with clinical applications, systems, and devices, ensuring seamless function |
| ality and minimal operational disruptions. - In-depth understanding of clinical workflows and proces | | ality and minimal operational disruptions. - In-depth understanding of clinical workflows and proces |
| ses, with the ability to identify inefficiencies and implement improvements that enhance patient car | | ses, with the ability to identify inefficiencies and implement improvements that enhance patient car |
| e and operational efficiency. - Comprehensive knowledge of healthcare regulations, standards, and co | | e and operational efficiency. - Comprehensive knowledge of healthcare regulations, standards, and co |
| mpliance requirements, ensuring that all clinical support services adhere to these guidelines. - Exp | | mpliance requirements, ensuring that all clinical support services adhere to these guidelines. - Exp |
| ertise in managing and securing clinical data, ensuring data integrity, confidentiality, and complia | | ertise in managing and securing clinical data, ensuring data integrity, confidentiality, and complia |
| nce with HIPAA and other relevant regulations. - Expertise in managing vendor relationships, negotia | | nce with HIPAA and other relevant regulations. - Expertise in managing vendor relationships, negotia |
| ting contracts, and ensuring service level agreements (SLAs) are met. - Proven executive leadership | | ting 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 org | | skills with the ability to lead cross-functional teams, influence senior stakeholders, and drive org |
| anizational change. - Advanced skills in crisis management, including the ability to lead the team t | | anizational change. - Advanced skills in crisis management, including the ability to lead the team t |
| hrough high-pressure situations and critical incidents. - Advanced ability to interpret, analyze, an | | hrough high-pressure situations and critical incidents. - Advanced ability to interpret, analyze, an |
| d apply pertinent policies, procedures, regulations, and requirements. - Exceptional written and ver | | d apply pertinent policies, procedures, regulations, and requirements. - Exceptional written and ver |
| bal communication skills and ability to communicate work assignments to small teams. Demonstrated ex | | bal communication skills and ability to communicate work assignments to small teams. Demonstrated ex |
| perience presenting technical information to audiences of technical and non-technical stakeholders. | | perience presenting technical information to audiences of technical and non-technical stakeholders. |
| - Advanced project management skills and ability to delegate responsibility, track project progress, | | - 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-b | | supervise others, and advise on competing priorities. Significant experience working in a project-b |
| ased environment using leading project management practices including schedule management, status re | | ased environment using leading project management practices including schedule management, status re |
| porting, and communication of project risks and issues. - Proven ability to delegate solutioning whe | | porting, and communication of project risks and issues. - Proven ability to delegate solutioning whe |
| n appropriate to the proper resources. Demonstrated understanding of how decisions affect teams. Dem | | n appropriate to the proper resources. Demonstrated understanding of how decisions affect teams. Dem |
| onstrated ability to make decisions with integrity. PREFERRED QUALIFICATIONS - HDI Support Center Ma | | onstrated ability to make decisions with integrity. PREFERRED QUALIFICATIONS - HDI Support Center Ma |
| nager Certification - ITIL Managing Professional Certification - Project Management Professional (PM | | nager Certification - ITIL Managing Professional Certification - Project Management Professional (PM |
| P) - Epic Certification | | P) - Epic Certification |