| n | The Service Desk Supervisor, Day will be a critical part of the Service Desk team within Customer Ex | n | Job Description: |
| perience, coordinating the operations of the service desk during day shifts. The Service Desk Superv | | |
| isor, Day 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. The Supervisor will provide technical guidance within the service desk, ensuring that all tech | | |
| nical issues are resolved efficiently and effectively. The Supervisor will coordinate operations dur | | |
| ing the day shift to ensure incoming requests are being handled and that incidents and service reque | | |
| sts are properly prioritized and resolved. The Service Desk Supervisor, Day will allocate resources | | |
| effectively during the day shift and act as a point of escalation for issues, maintaining customer s | | |
| atisfaction and resolving incidents efficiently. The Supervisor is also accountable for developing, | | |
| implementing, and maintaining Standard Operating Procedures (SOPs) for service desk operations, and | | |
| for tracking and reporting on metrics to identify areas of improvement in operations. The Supervisor | | |
| will also identify opportunities for improvement by reviewing service desk calls and messages for q | | |
| uality assurance. | | |
| | | The Service Desk Supervisor, Day will be a critical part of the Service Desk team within Customer Ex |
| | | perience, coordinating the operations of the service desk during day shifts. The Service Desk Superv |
| | | isor, Day 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. The Supervisor will provide technical guidance within the service desk, ensuring that all tech |
| | | nical issues are resolved efficiently and effectively. The Supervisor will coordinate operations dur |
| | | ing the day shift to ensure incoming requests are being handled and that incidents and service reque |
| | | sts are properly prioritized and resolved. The Service Desk Supervisor, Day will allocate resources |
| | | effectively during the day shift and act as a point of escalation for issues, maintaining customer s |
| | | atisfaction and resolving incidents efficiently. The Supervisor is also accountable for developing, |
| | | implementing, and maintaining Standard Operating Procedures (SOPs) for service desk operations, and |
| | | for tracking and reporting on metrics to identify areas of improvement in operations. The Supervisor |
| | | will also identify opportunities for improvement by reviewing service desk calls and messages for q |
| | | uality assurance. The Service Desk Supervisor, Day will positively impact UCSF’s operations and cult |
| | | ure by ensuring UCSF’s IT infrastructure is operable, secure, efficient, and effective in service of |
| | | the University’s mission. The Service Desk Supervisor, Day will advance the University’s mission by |
| | | delivering exceptional information technology services comprehensively and consistently across cust |
| | | omers and stakeholders. This role will execute UCSF’s vision while modeling UCSF’s culture and value |
| | | s. Department Overview: University of California, San Francisco (UCSF) is distinguished as a leading |
| | | academic healthcare organization, home to groundbreaking discoveries, world-class education, and ex |
| | | ceptional healthcare services. Infrastructure Services (IS) is the backbone of the technological inf |
| | | rastructure, assuring the technical services that enable the academic, medical, and research mission |
| | | s 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 Ser |
| | | vices provides 24x7 support to the University community, always upholding the highest level of respo |
| | | nsiveness 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 issu |
| | | e. 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 servi |
| | | ces 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 t |
| | | echnology 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 reliabl |
| | | e 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 produc |
| | | tivity. 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 groundbrea |
| | | king work. The Customer Experience team's overall aim is to provide a seamless user experience, swif |
| | | t resolution of issues, minimal downtime, and to align IT services with the broader objectives of UC |
| | | SF's mission to advance health worldwide through innovative research. |
| | | |
| t | The Service Desk Supervisor, Day will positively impact UCSF’s operations and culture by ensuring U | t | Qualifications: |
| CSF’s IT infrastructure is operable, secure, efficient, and effective in service of the University’s | | |
| mission. The Service Desk Supervisor, Day will advance the University’s mission by delivering excep | | |
| tional information technology services comprehensively and consistently across customers and stakeho | | |
| lders. This role will execute UCSF’s vision while modeling UCSF’s culture and values. | | |
| | | 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. - |
| | | 3 to 5+ years of experience in one or more of the following fields: information technology, custome |
| | | r experience, service desk. - 1 to 3+ years of experience leading teams in a management or leadershi |
| | | p role, particularly in a fast-paced, service-oriented environment. - Prior experience in informatio |
| | | n technology, customer experience services, or higher education. - Advanced proficiency in using ser |
| | | vice 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 (Informat |
| | | ion Technology Infrastructure Library) practices and principles. Understanding of networking, hardwa |
| | | re, software, and operating systems. - Strong written and verbal communication skills, with the abil |
| | | ity to explain IT concepts to a non-technical audience and a diverse community of colleagues and sta |
| | | keholders. - 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 abil |
| | | ity to make decisions with integrity. - Demonstrated ability to design and deliver effective trainin |
| | | g 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 proc |
| | | esses of current application development methodologies. - Ability to interpret, analyze, and apply p |
| | | ertinent service level agreements, policies, procedures, regulations, and other requirements, and tu |
| | | rn them into actionable outcomes. - Advanced organizational skills with the ability to set prioritie |
| | | s and manage multiple projects. - Ability to develop positive working relationships and a strong rap |
| | | port with team members. PREFERRED QUALIFICATIONS - HDI Support Center Certification (Analyst, Lead, |
| | | or Manager) - ITIL Certification - Technical Certifications (MCP, CCNA, CompTIA, etc.) |
| Department Overview: | | |
| | | |
| University of California, San Francisco (UCSF) is distinguished as a leading academic healthcare or | | |
| ganization, home to groundbreaking discoveries, world-class education, and exceptional healthcare se | | |
| rvices. Infrastructure Services (IS) is the backbone of the technological infrastructure, assuring t | | |
| he 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 potent | | |
| ial of our team members and empowering them to excel. UCSF Infrastructure Services provides 24x7 sup | | |
| port to the University community, always upholding the highest level of responsiveness and reliabili | | |
| ty for our customers. IS values innovation and excellence in ensuring secure and efficient Informati | | |
| on 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 wo | | |
| rk of UCSF. This team works to ensure that every interaction between UCSF's customers and IT service | | |
| s is smooth and positive, thereby facilitating crucial academic, medical, and research endeavors. Th | | |
| e team includes IT Service Management, responsible for ensuring the right processes, people, and tec | | |
| hnology are in place to meet the unique demands of the research community. The Desktop Engineering s | | |
| ub-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 producti | | |
| vity. The Service Desk, serving as the primary contact for users facing IT issues, delivers prompt r | | |
| emote solutions or escalates problems as needed, allowing researchers to focus on their groundbreaki | | |
| ng 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. | | |