Manager, Clinical Support Services

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.

Department Overview:

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.

% 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 per