What are the responsibilities and job description for the Associate Director, Desktop Field Services position at UCSF Health?
The Associate Director of IT Field Service’s duties include managing and mentoring IT staff, managing enterprise desktop projects, formulating policy, managing customer expectations, thoroughly addressing all complaints, developing service level agreements, and ensuring that service levels are met. The incumbent will manage all desktop and field service-related projects, including managing the desktop replacement cycle, securing high-risk hardware (physically and through encryption, according to campus policy), onboarding new customers, and staff training and development. The incumbent will serve as the primary liaison to the Desktop Engineering team and facilitate software imaging, deployment, and patch management. Additionally, they will keep abreast of current developments and become an early adopter of innovation to support the customers.
The Associate Director will also work with IT leadership to develop and implement other projects as opportunities arise. They will develop and implement multi-year strategies aligning to organizational goals and industry trends. Facilitate achievement of strategic goals by setting tactical objectives and milestones. The incumbent will also help customers budget for their own hardware and software purchases, particularly where those purchases impact desktop support service level agreements. The incumbent must successfully develop and manage a dynamic, customer-oriented support team in a fast-paced and heterogeneous environment. This will require superb interpersonal and communication skills, project management capabilities, organizational and operational knowledge, leadership and vision.
This position requires a broad knowledge of field service operations, desktop engineering, and customer-oriented support operations with an in-depth knowledge of service metrics, plus business intelligence, infrastructure, and network technologies, and information security and policy. This colleague must be motivated to deliver outstanding support services and to delight customers. Excellent communication and problem-solving skills are required.
The Associate Director will also work with IT leadership to develop and implement other projects as opportunities arise. They will develop and implement multi-year strategies aligning to organizational goals and industry trends. Facilitate achievement of strategic goals by setting tactical objectives and milestones. The incumbent will also help customers budget for their own hardware and software purchases, particularly where those purchases impact desktop support service level agreements. The incumbent must successfully develop and manage a dynamic, customer-oriented support team in a fast-paced and heterogeneous environment. This will require superb interpersonal and communication skills, project management capabilities, organizational and operational knowledge, leadership and vision.
This position requires a broad knowledge of field service operations, desktop engineering, and customer-oriented support operations with an in-depth knowledge of service metrics, plus business intelligence, infrastructure, and network technologies, and information security and policy. This colleague must be motivated to deliver outstanding support services and to delight customers. Excellent communication and problem-solving skills are required.
The final salary and offer components are subject to additional approvals based on UC policy.
Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.
The salary range for this position is $118,300 - $268,900 (Annual Rate).
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html
Department Description
University of California, San Francisco (UCSF) is distinguished as a leading academic healthcare organization, home to groundbreaking discoveries, world-class education, and exceptional healthcare services. Infrastructure Services (IS) is the backbone of the technological infrastructure, assuring the 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 potential of our team members and empowering them to excel. UCSF Infrastructure Services provides 24x7 support to the University community, always upholding the highest level of responsiveness 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 issue.
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 services 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 technology 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 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 productivity. 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 groundbreaking 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.
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 services 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 technology 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 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 productivity. 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 groundbreaking 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.
Required Qualifications
- Bachelor's degree in related area and / or equivalent experience / training
- 10 years of experience in Windows, Apple, and common mobile computing operating systems, desktop and mobile computing hardware platforms, common productivity software, and business peripherals
- Five years’ experience managing a desktop support organization for a large community of users in a heterogeneous support environment
- Knowledge and awareness of relevant laws and policies governing information security and privacy (HIPAA, HI-TECH, FERPA, SB1386, AB211, SB541, UC IS-3, UC Electronic Communications Policy, PC/ Security standards, etc.; Industry standards regarding IT service management and delivery (ITIL, ISO, PDCA, etc.); Mission- and business-related rules, standards, and practices (AAMC, ACGME, NIH, DPH, JCAHO, AHRQ, OHS, etc.)
- Knowledge and experience implementing and overseeing ITIL and IT Service Management processes and procedures
- Requires proven skill in managing technical staff
- This position requires a broad knowledge of endpoint management, and customer-oriented support operations with an in-depth understanding of service metrics, plus business intelligence, network and infrastructure technologies, and information security and policy
- Has thorough knowledge of business / technical support functions and working knowledge of other areas of IT sufficient for strategic planning, technology assessment, and direction
- Demonstrated proficiency with desktop engineering solutions in both Windows and Apple, including imaging, software deployment, patch management, inventory control, and device management
- Has thorough knowledge of policies and procedures necessary to determine the appropriate course of action
- Requires proven ability to communicate highly technical information in a clear and concise manner to both technical and nontechnical personnel
- Proven experience in the management of ongoing technology infrastructure acquisition and expansion, including the identification and integration of suitable emerging technologies
- Thorough ability to understand the process involved to adapt, integrate, and modify existing programs or vendor-supplied products for use within the technical environment
- Proven experience of analyzing buy vs. build procurement for products for effective and efficient technology use
- Proven experience leading change management activities and managing their impact across the unit or department
- Has excellent technical skills associated with identifying and resolving problems reported with desktop, laptop, and networked systems
- Thorough knowledge of technical concepts and basic operating principles of data communications, computer hardware, vendor IT products, and software
- Requires excellent ability to work at all levels across the organization
- Requires the ability to gain the cooperation of others
- This individual must be driven to deliver outstanding support services to exceed customer expectations
- Requires excellent interpersonal and management skills
- Thorough knowledge and understanding of service delivery principles
- Excellent oral and written communication skills, including the ability to effectively present technical topics to individuals and groups with potentially varied levels of technical sophistication
Preferred Qualifications
- ITIL Foundations
- HDI Desktop Support Manager
About UCSF
At UCSF Health, our mission of innovative patient care, advanced technology and pioneering research is redefining what’s possible for the patients we serve – a promise we share with the professionals who make up our team.
Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report – UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.
Consistently ranked among the top 10 hospitals nationwide by U.S. News & World Report – UCSF Health is committed to providing the most rewarding work experience while delivering the best care available anywhere. In an environment that allows for continuous learning and opportunities for professional growth, UCSF Health offers the ideal atmosphere in which to best use your skills and talents.
Pride Values
UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values.
In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide.
In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu
Join us to find a rewarding career contributing to improving healthcare worldwide.
Equal Employment Opportunity
The University of California San Francisco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
Organization
Health
Job Code and Payroll Title
006054 BUS TCHL SUPP MGR 2
Job Category
Clinical Systems / IT Professionals, Professional and Managerial, Supervisory / Management, Technical & Technologist
Bargaining Unit
99 - Policy-Covered (No Bargaining Unit)
Employee Class
Career
Percentage
100%
Location
San Francisco, CA
Campus
Mission Center Building (SF)
Work Style
Hybrid
Shift
Days
Shift Length
8 Hours
Additional Shift Details
Monday - Friday, 8 a.m. - 5 p.m.
Salary : $118,300 - $268,900
