Manager IT Desktop Field Services

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.

% 

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