Job Description

This position is one of several manager positions in the IT Field Services group, with primary responsibility over the Medical Center field technicians. The position reports directly to the IT Field Services Associate Director and will manage a team of leads and supervisors. The Site Manager will be responsible for successfully delivering desktop support services under the program guidelines. This position will supervise, recruit, hire, evaluate and develop field technicians, leads, and supervisors. They will interface with other IT managers and technical staff and will be 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 other site managers to ensure services and resources are adequately provided at all service locations. The position will also maintain close working relationships with key customers to improve customer support and ensure satisfaction with IT services.

Department Overview

UCSF IT 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.

Responsibilities

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

30
YES
Provides direction to employees following established policies to resolve complex desktop or network related problems that are escalated by business / technical support staff. Manages, through subordinate supervisors, the coordination of activities of a department with responsibility for results in terms of costs, methods, and employees.

• Resourcing: review tickets, prioritize work, coverage, tools
• 80% Customer Survey Satisfaction of greater than 4.5
• Customer Escalation: less than 15%
• Staff Metrics are less than 1 standard deviation from overall team
• 85% of SLA's are met

10
Provides strategic direction to department.
10

Monitors service level agreements with customers and ensures that customer requirements are met. Manages technical and customer escalations:

• Facilitate escalation to partner IT groups
• Apply senior-level technical skills to troubleshoot and resolve desktop and networking problems
• Escalate unresolved issues to engineering and 3rd level IT teams as necessary
• Responsible for coordinating desktop support across the region, including troubleshooting and resolving complex issues related to desktop and laptop systems, hand held devices, printers, peripherals, network connectivity, desktop software applications and utilities, and IT security
• Develop and recommend cost-effective solutions to variously complex technology problems based on customer needs and knowledge of IT standards.
• Develop and deliver IT training to customer, including but not limited to analyzing customer needs and developing appropriate training and curriculum.
• Track all work with appropriate documentation in the ITSM system and time reporting systems.
• Assure that records are consistently accurate for inventory, asset tracking, time reporting and budget reporting.
• Participate in after hours on-call rotation.

20

Leads projects related to business / technical support issues such as coordinating a team to upgrade operating systems on multiple desktops.

• Manage small to medium sized technology projects including: moves, upgrades, organizational structure changes, new technology and new system rollouts.
• Manage project communicaiton, status reporting, customer issues, documents, activities, resources, tasks, schedules
• Complete other project management duties as assigned.

5
Manages hiring process for business / technical support supervisors (writing job descriptions, scheduling interviews, evaluating candidates).
5
Performs annual performance evaluations of business / technical support supervisors.
5
Develops and monitors operational and budget processes, staff FTE, finance, human resources and space planning.
5
Establishes and recommends changes to policies which affect the department.
5

Proactive Client Relationship Management

• Regular meetings with key customers and stakeholders to identify issues, opportunities and new projects
• Conduct Security, hardware and software assessments (audits)
• Consult with key clients to review project status, customer service issues and solutions to business needs.
• Manage and report on ITFS volume and SLA's
• Hardware lifecycle for budgeting
• Inventory management for refresh and software licensing

5
Provide representation for the Desktop Systems team in cross-functional discussions, planning and reporting to management.
0

0

0

0

0

100%
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Qualifications

REQUIRED QUALIFICATIONS

• Bachelor's degree in a related area and/or equivalent experience/training.
• 7 - 8 years' applicable business technical support experience in a healthcare setting, or related combination of education, training, and experience.
• Demonstrated experience leading change management activities and managing their impact across the unit or department.
• Demonstrated experience of analyzing buy vs. build procurement for products for effective and efficient technology use.
• Has broad knowledge of business / technical support functions and working knowledge of other areas of IT sufficient for strategic planning, technology assessment, and direction.
• Has broad knowledge of policies and procedures necessary to determine the appropriate course of action.
• Has demonstrated technical skills associated with identifying and resolving problems reported with desktop, laptop, and networked systems.
• Requires proven interpersonal and management skills.
• Requires demonstrated ability to communicate highly technical information in a clear and concise manner to both technical and nontechnical personnel.
• Requires demonstrated ability to work at all levels across the organization. Requires the ability to gain the cooperation of others.
• Requires demonstrated skill in managing technical staff.
• Demonstrated experience in the management of ongoing technology infrastructure acquisition and expansion, to include the identification and integration of suitable emerging technologies.
• Broad knowledge of technical concepts and basic operating principles of data communications, computer hardware, vendor IT products, and software.
• Demonstrated ability to understand the process involved to adapt, integrate, and modify existing programs or vendor-supplied products for use within the technical environment.
• 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.
• Broad knowledge and understanding of service delivery principles.

PREFERRED QUALIFICATIONS

• 3 - 4 years' supervisory experience.