University of California - San Francisco Campus and Health
Manager IT Desktop Field Services
University of California - San Francisco Campus and Health, San Francisco, California, United States, 94199
Manager IT Desktop Field Services
Full Time | 86831BR
Job Summary Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Reviews and approves recommendations for functional programs. Provides guidance to subordinates to achieve goals in accordance with established policies. Erroneous decisions or failure to achieve goals result in additional costs and personnel, and serious delays in overall schedules. Has overall operational and strategic responsibility for operations of department or unit.
This position is one of several manager positions in the IT Desktop Field Services group, with primary responsibility over both Campus and Health. The position reports directly to the Associate Director of IT Desktop Field Services 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 their 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 assure satisfaction with IT services.
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
$110,400 - $235,400 (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 24/7 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.
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 in the management of ongoing technology infrastructure acquisition and expansion, including the identification and integration of suitable emerging technologies.
Demonstrated ability to understand the process involved to adapt, integrate, and modify existing programs or vendor‑supplied products for use within the technical environment.
Demonstrated experience leading change management activities and managing their impact across the unit or department.
Demonstrated experience in analyzing buy vs. build procurement for products for effective and efficient technology use.
Has broad knowledge of business / technical support function 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 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 non‑technical personnel.
Requires demonstrated ability to work at all levels across the organization. Requires ability to gain cooperation of others.
Requires demonstrated skill in managing technical staff.
Broad knowledge of technical concepts and basic operating principles of data communications, computer hardware, vendor IT products, and software.
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.
Certification:
ITIL Foundations or Intermediate
Microsoft Endpoint Administrator or equivalent
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.
Location San Francisco, CA
#J-18808-Ljbffr
Job Summary Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Reviews and approves recommendations for functional programs. Provides guidance to subordinates to achieve goals in accordance with established policies. Erroneous decisions or failure to achieve goals result in additional costs and personnel, and serious delays in overall schedules. Has overall operational and strategic responsibility for operations of department or unit.
This position is one of several manager positions in the IT Desktop Field Services group, with primary responsibility over both Campus and Health. The position reports directly to the Associate Director of IT Desktop Field Services 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 their 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 assure satisfaction with IT services.
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
$110,400 - $235,400 (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 24/7 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.
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 in the management of ongoing technology infrastructure acquisition and expansion, including the identification and integration of suitable emerging technologies.
Demonstrated ability to understand the process involved to adapt, integrate, and modify existing programs or vendor‑supplied products for use within the technical environment.
Demonstrated experience leading change management activities and managing their impact across the unit or department.
Demonstrated experience in analyzing buy vs. build procurement for products for effective and efficient technology use.
Has broad knowledge of business / technical support function 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 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 non‑technical personnel.
Requires demonstrated ability to work at all levels across the organization. Requires ability to gain cooperation of others.
Requires demonstrated skill in managing technical staff.
Broad knowledge of technical concepts and basic operating principles of data communications, computer hardware, vendor IT products, and software.
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.
Certification:
ITIL Foundations or Intermediate
Microsoft Endpoint Administrator or equivalent
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.
Location San Francisco, CA
#J-18808-Ljbffr