Service Desk Supervisor, Day

The Service Desk Supervisor, Day will be a critical part of the Service Desk team within Customer Experience, coordinating the operations of the service desk during day shifts. The Service Desk Supervisor, Day will manage the Service Desk Analysts, direct their day-to-day work, and work closely with the Manager, Technical Support Services to ensure reliable and efficient operations of the service desk. The Supervisor will provide technical guidance within the service desk, ensuring that all technical issues are resolved efficiently and effectively. The Supervisor will coordinate operations during the day shift to ensure incoming requests are being handled and that incidents and service requests are properly prioritized and resolved. The Service Desk Supervisor, Day will allocate resources effectively during the day shift and act as a point of escalation for issues, maintaining customer satisfaction and resolving incidents efficiently. The Supervisor is also accountable for developing, implementing, and maintaining Standard Operating Procedures (SOPs) for service desk operations, and for tracking and reporting on metrics to identify areas of improvement in operations. The Supervisor will also identify opportunities for improvement by reviewing service desk calls and messages for quality assurance.

The Service Desk Supervisor, Day will positively impact UCSF’s operations and culture by ensuring UCSF’s IT infrastructure is operable, secure, efficient, and effective in service of the University’s mission. The Service Desk Supervisor, Day 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.