About this role
About UCSF
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. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.
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 here.
Join us to find a rewarding career contributing to improving healthcare worldwide.
Equal Employment Opportunity
The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.
Salary Information
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.
To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html
Responsible for day-to-day supervision Field Services Technicians assigned to specific sites and shifts. Reports directly to Field Services Management, supervising a team of field technicians ranging from 4-10 support staff with a dotted line relationship to 2-3 lead technicians. The Field Services Supervisor ensures for the timely completion of appropriate proactive maintenance activities and reactive incident resolution processes necessary to maintain the end user IT device environment. This includes corrective action in the resolution of incidents and escalation/notification processes as appropriate. This position will supervise, recruit, evaluate and develop field technicians. They will interface with administrative personnel, IT managers, technical staff, other IT groups, external departments, vendors, consultants requiring both sound technical and outstanding customer service skills (highly professional, courteous, and patient disposition.) Directly involved in resolving ticket escalations as well as coordinating the communication of service status related to his/her area of responsibility. The position will also work as needed on special projects and work closely with site managers to ensure services and resources are adequately provided at his/her area of responsibility. The incumbent will act as internal escalation point for complex problems, projects and may lead a team of Field Technicians. The position will also maintain close working relationships with key customers to improve customer support and assure satisfaction with IT services. Responsible for the clinical field team which provides 24 x 5 onsite support to inpatient hospital units at Mission Bay and Parnassus. The supervisor is responsible for ensuring staff is following policies and resolving issues in a timely manner, helping to provide priority and assess impact. The supervisor also advocates for the customer and provides recommendation on how the department can optimally support.
Receives assignments in the form of objectives with goals and the process by which to meet goals. Provides direction to staff according to established policies and management guidance. Administers policies that directly affect subordinate staff. Recommends changes to department policies and practices. Identifies risks and responds accordingly. Provide priority setting and work flow analysis.
Department Overview UCSF ITS is a highly complex environment that interacts with many IT service providers within UCSF community, as with the Campus and Medical Center IT environments. The department includes administrative staff, project managers, software developers, server administrators, service desk personnel, network infrastructure, network security, desktop engineering, and field desktop support.
% of time Essential Function (Yes/No) Key Responsibilities (To be completed by Supervisor)
30 Yes Provides assistance and direction for complex desktop or network related problems that are escalated by business / technical support staff. Monitors service level agreements with customers and ensures that customer requirements are met. Daily: Operational coordination and coverage for all Field Services team activity
• Responsible for all aspects of field services at assigned site during assigned shift including work assignment, scheduled maintenance, proactive incident management, problem management, and service requests with minimal supervision for all devices supported by the Field Services team including Windows and Apple desktops and laptops, handheld devices (iPhones, iPads, Android devices), and video conferencing end points
• Resourcing: Review tickets, Prioritize Work,Coverage, Tools
• Exercise sound judgment and prioritization and reorganization of customer requests •
• 80% Customer Survey Satisfaction of greaterthan 4.5
• CustomerEscalation: Lessthan 15% of totalsite volume
• Staff Metrics are less than 1 Standard Deviation fromoverall team
• 80% of SLA’sMet
• Perform other duties, tasks, or projects assigned by IT Field Services Management
• Provide high level onsite technical support, including triage, analysis, diagnosis and resolution of complex issues related to desktop and laptop systems, handheld devices, printers, peripherals, network connectivity, desktop software applications and utilities, storage architecture, and IT security. Staff rotation to Service Desk or other sites as required.
• Comfortable communicating with high-level customers and technical peers, capable of giving technical presentations to departmental groups.
• Knowledge of important Federal, State, UC, and UCSF information security policies and procedures. Knowledge of policies sufficient to recognize violations or potential security problems before they happen, and act as information security liaison for supported groups. Formulate remediation strategies, provide forensic analysis, and communicate security policies and procedures to large groups.
Lead & participate in continuous process improvement & innovation.
20 Assigns tasks, checks work and maintains schedules. Assist Field Manager with Technical & Customer Escalations
• Provide technical consultation and guidance to other team members.
• Escalate and communicate problems and status updates to management
• Facilitate Escalation to Partner IT Groups
• Apply senior-level technical skillsto troubleshoot and resolvedesktop and networking problems
• Escalateunresolved issuesto Desktop Engineering and Customer Engagement Managers, as necessary
• The position will also be responsible forcoordinating primary desktop supportacross the region, including troubleshooting andresolving complexissues relatedto desktop and laptopsystems, handheld devices, printers, peripherals, network connectivity, desktop software applications and utilities, and IT security
• Develop and recommend cost-effective solutions to variously complextechnology problems based on customer needsand on knowledge of campus IT standards.
• Develop and deliver IT training to customers, including but not limited to analyzing customer needsand developing appropriate trainingcurriculum, designing, documenting, and delivering computer orientation materials for new employees, and developing customized training materials for specific software applications and environments
• Track all work withappropriate documentation in the ITSM system and IT FieldServices timereporting systems
• Assure that records are consistently accurate for inventory and monthly recharge reporting
• Participate in after-hours on-call rotation
- Complete other duties,as assigned. Create technical documentation in the Knowledge Base for complex resolutions and workflows allowing for continuous improvement of the IT Field Services & IT Service Desk programs.
10 Supervises portions of projects related to business / technical support issues such as coordinating a team to upgrade operating systems on multiple desktops. Assist Field Manager with Client Project Management
• Manage complex projects and small groups of employees or consultants
• Support new project development, including systems analysis, planning and preparation, testing and implementation and client coordination as needed
• Manage small to mediumsized technology projects
• Moves
• Upgrades
• Organizational Structure changes
• New technology rollouts
• New system rollouts
• Manageproject
• Communications o Status reporting o Customer issues o Documents
• Activities o Resources o Tasks
• Schedules
Complete other project management dutiesas assigned
20 Recommends hiring of new employees, salary actions, terminations, and performance ratings. Performs annual performance evaluations of business/technical support staff. Participates in developing and monitoring operational and budget processes, staff FTE, finance, human resources and space planning. Supervising, Staff Development: 4-10 Field Services Technicians
• Staffing:Recruit, Train,Mentor, Develop; ApproveHBS timesheets, Reviewleave requests
• Clear SuccessFactors/Profile
• Clear Expectations
• Performance Baselines
• Team GoalsObjectives
• MinimalQuarterly 1-1s:Metrics Reporting
• Team Meetings: Minimal Monthly
• Timely & FrankFeedback (as needed)
• Staff Appreciation
• Yearly Employee Evaluations
• Meetingswith Senior Field Technicians and Field Managers
• Complete other supervisory duties as assigned
• May have incidental access to confidential information. As such, employee is expected to adhere and abide to UCSF confidentiality agreements, policies and procedures
Perform other duties, tasks, or projects assigned by IT Field Services Management
10 Participates in the development and monitoring of policies and procedures for department or department operations. Assist Field Manager with Researchand Training - New Procedure & Policy adoption for Staff
• Workflowoptimization
• Engage in process improvement
• Work directly with the client in offering support and/or training on various UCSF end user devices
• Develop, support and maintain systems documentation and procedures as needed, provide training to other IT staff and user clients as appropriate and facilitating presentations to IT senior management
Prepare training and deliver guidance to other IT personnel as appropriate
10 Recommends changes in policies and procedures to improve efficiency and enhance effectiveness of functional area. Assist Field Manager with Proactive Client Relationship Management
• MinimalQuarterly Meetings
• Identify Issues,Opportunities, new Projects, Budget?
• ConductSecurity, hardware, software assessments (audits)
• Consultwith key clients on weekly basisto review
• Projectstatus
• Addresscustomer serviceissues
• Implement appropriate solutions for business needs
• Manage and Reporton:
• Customer Surveys
• Monthly Activity report: Volume,SLA
• Hardware lifecycle for Budgeting
• Inventory: Hardware/Software Licensing
Complete other dutiesas assigned
0 0 0 0 0 0 0% (To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.)
REQUIRED QUALIFICATIONS
• Bachelor's degree in related area and/or equivalent experience/training. • BS degree in Computer Science, Information Systems, Business Administration, or 3-5 years of related extensive work experience • Minimum of one year of lead experience in a desktop support environment, supporting networked Windows and Macintosh computers. • Minimum of five years of experience supporting both Windows and Macintosh computers in a networked environment. • Advanced experience with Incident Management and Asset Management systems • Experience working in academic, healthcare, and/or research settings • Generate reports to analyze and assess trends. Apply metrics to evaluate and improve service management, employee performance, and cost optimization. • Working knowledge of business / technical support function. • Knowledge of related principles and concepts to provide solutions to more complex and diverse desktop support-related issues. • Working knowledge of IT-related products and services. • General knowledge of other areas of IT. • Must have effective interpersonal and management skills. • Requires ability to communicate highly technical information in a clear and concise manner to both technical and nontechnical personnel. • Position requires strong analytical skills. • Demonstrated skill in managing technical staff. Successfully supervise employee and team performance, training, prioritize work, and motivate team to maintain outstanding customer service levels. • Excellent oral and written communication skills. • Maintain productive, collaborative, and responsive client relations. • Demonstrated expert proficiency troubleshooting and supporting Operating Systems, Productivity software, and Network connectivity. Manage level 3 escalations • Make appropriate hardware and software recommendations based on assessment of customer requirements. • Troubleshoot, manage and resolve issues with smartphones, tablets and mobile communication devices, with synchronization to Exchange data & UCSF Resources. • Develop, implement and Enforce Desktop Support process in an enterprise environment. • Demonstrated proficiency in complex project management. • Develop, deliver, and manage advanced desk-side and group training. • Demonstrated exceptional customer service skills. Must demonstrate situational awareness • & professionalism. Successfully manage complex customer escalations. • Demonstrated capacity for analytical thinking and rapid problem solving in a fast-paced environment. • Highly autonomous, self-motivated and exceptionally resourceful, detail-oriented, and have outstanding organization skills, in order to re-prioritize based on daily operational demands. Highly collaborative to execute service objectives and goals. • Demonstrated excellent verbal and written communication to include outstanding business writing and active listening skills. Capable of communicating complex technical concepts to any audience, and able to speak and write to groups. • Functional understanding of IT Service Management. Advanced understanding of change, incident, asset, knowledgebase and request management within an enterprise environment • Create & follow Desktop Support process in an enterprise environment such as, Customer Onboarding, Desktop engineering tools and services, Financial management Policies and Service, Security processes & tools, and Customer Outreach & Tools. • Ability to develop scripts and batch files to automate procedures and configure devices for specific environments. • Excellent customer service skills. Must demonstrate situational awareness & professionalism. Ability to work with all levels and technical abilities while resolving issues that require intervention from other service providers. • Effective in dealing with challenging situations or people to include VIPs, highly complex technical issues without documented resolutions and sensitive situations. • Demonstrated ability to Exercise sound judgment and prioritization and reorganization of customer requests • High degree of self-motivation. Must be exceptionally resourceful, detail-oriented, and have outstanding organization skills. Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers. • High degree of flexibility and responsiveness, willingness to re-prioritize based on daily operational demands. • Understanding of IT Service Management, incident and request management with-in an Enterprise environment. Ability to apply that knowledge to improve services and processes. • Demonstrated capacity for analytical thinking and rapid problem solving in a fast-paced environment. • Coordinate interactions and activities of vendors, both on-site and off-site as related to systems or areas supported • Demonstrated ability to Support a culture of collaboration and cross-functional teamwork aimed at providing complete, end-to-end IT technology solutions to meet the needs of ITFS Customers. PREFERRED QUALIFICATIONS
• 2 – 3 years’ experience in healthcare strongly desired • Experience working in an academic health care, healthcare, or university environment. • Relevant certification (Microsoft, Apple, SixSigma, PMP, ITIL, etc.) • Working knowledge of University of California management and employee policies and procedures