Job Description

The Manager of Clinical Support Services within the Service Desk is a pivotal role accountable for delivering advanced technical support to clinical staff and ensuring the seamless functionality of clinical applications, systems, and devices. This senior position oversees the operations of the Service Desk, focusing on the Clinical Support Team, and excels in directing and developing a high-performing team, managing complex operations, and ensuring strict adherence to SLAs and KPIs.

Providing advanced clinical guidance, the Manager ensures excellence in every customer interaction and maintains a team that excels in incident resolution and prompt request fulfillment. Partnering with clinical staff and IT departments, the Manager addresses complex technical needs, manages high-priority incidents and service requests, and conducts root cause analyses for recurring issues. The role also involves managing projects to enhance clinical support services, developing comprehensive training programs, maintaining meticulous documentation, and implementing best practices for continuous improvement.

As the primary reviewer for new applications, workflow changes, and procedural updates, the Manager ensures effective dissemination to the staff and oversees the development and completion of training materials, ensuring all team members meet rigorous training requirements.

The Manager, Clinical Support Services will positively impact UCSF's operations and culture by ensuring UCSF's IT database infrastructure is operable, secure, efficient, and effective in service of the University's mission. The Manager, Technical Support Services, will advance the University's mission by delivering exceptional information technology services comprehensively and consistently across customers and stakeholders. This role will execute UCSF's vision while modeling UCSF's culture and values.

Responsibilities

% of Time

Essential Function (Yes/No)

Key Responsibilities

50%

Yes

Leadership, Management, and Supervision

1. Manages and oversees 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.
2. Leads by example, demonstrating ethics, high accountability, and actively drives the process of embedding IT values and behaviors. Contributes to a culture of trust and transparency. Drives best-in-class customer service to UCSF through effective team member engagement.
3. Directs personnel management tasks, including selecting, training, guiding, and evaluating professional and support staff. Takes corrective action as required, recommends salary actions, promotions, and terminations, and participates in recruitment and orientation of new employees.
4. Oversees 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.

20%

Yes

Clinical Support Services

1. Directs and inspires a team of clinical support specialists, cultivating a culture of excellence and continuous professional development within clinical support services.
2. Oversees and refines the daily operations of the Clinical Support Services Desk, ensuring optimal workflow management and unwavering adherence to clinical SLAs and KPIs.
3. Delivers advanced technical expertise for clinical applications, systems, and devices, guaranteeing seamless functionality and minimizing operational disruptions.
4. Oversees high-priority clinical incidents and service requests, emphasizing swift resolution and comprehensive root cause analysis, while implementing preventative strategies to avert recurring issues.

10%

Yes

Customer Service

1. Acts as a distinguished technical expert, providing advanced support to other IT domains while coaching and mentoring junior team members to foster their professional growth and development.

5%

Yes

Continuous Improvement

1. Keeps up to date with changes in laws, regulations, and technologies that may affect Service Desk operations and informs senior management and staff.

5%

Yes

Project Planning and Management

1. Oversees complex Service Desk projects, ensuring projects are delivered on time, within budget, and with the desired outcomes and impact on UCSF's overall Customer Experience plans.
2. Oversees and executes Service Desk contributions to cross-IT projects, ensuring deliverables are completed on time with a focus on enhancing the Customer Experience.

5%

Yes

Communications and Training

1. Designs and administers robust training programs and materials for service desk analysts, ensuring all team members meet stringent training standards and remain current with new applications and procedural updates.

5%

Yes

Other

1. Actively contributes to promoting equity, diversity, and inclusion across the organization and UCSF's campus.
2. Actively promotes the organization's core values and consistently integrates innovation, employee fulfillment, teamwork, respect, excellence, integrity, service, and accountability into each aspect of their work.
3. Maintains current knowledge of university policy and procedures; effectively, consistently, and fairly applies university policy and/or campus/division procedures for assigned area and team members supervised; complies with university, campus and division policies and procedures regarding privacy of information, authorized use of university resources and the security of university systems and data.
4. Participates in an on-call rotation for high and critical 24x7 incident response as needed.
5. Performs other related responsibilities as requested and when necessary. The University reserves the right to add or change duties at any time.

Total: 100%

Qualifications

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.
• 5 to 7+ years of experience working in one or more of the following fields: information technology, 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 and hands-on experience with clinical applications, systems, and devices, ensuring seamless functionality and minimal operational disruptions.
• In-depth understanding of clinical workflows and processes, with the ability to identify inefficiencies and implement improvements that enhance patient care and operational efficiency.
• Comprehensive knowledge of healthcare regulations, standards, and compliance requirements, ensuring that all clinical support services adhere to these guidelines.
• Expertise in managing and securing clinical data, ensuring data integrity, confidentiality, and compliance with HIPAA and other relevant regulations.
• Expertise in managing vendor relationships, negotiating 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 organizational change.
• Advanced skills in crisis management, including the ability to lead the team through high-pressure situations and critical incidents.
• Advanced ability to interpret, analyze, and apply pertinent policies, procedures, regulations, and requirements.
• Exceptional written and verbal communication skills and ability to communicate work assignments to small teams. Demonstrated experience presenting technical information to audiences of technical and non-technical stakeholders.
• 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-based environment using leading project management practices including schedule management, status reporting, and communication of project risks and issues.
• Proven ability to delegate solutioning when appropriate to the proper resources. Demonstrated understanding of how decisions affect teams. Demonstrated ability to make decisions with integrity.

PREFERRED QUALIFICATIONS

• HDI Support Center Manager Certification
• ITIL Managing Professional Certification
• Project Management Professional (PMP)
• Epic Certification