Associate Director, Desktop Field Services

Associate Director, Desktop Field Services

IT Field Service

Full Time

86398BR

Job Summary

he Associate Director of IT Field Service's duties include managing and mentoring IT staff, managing enterprise desktop projects, formulating policy, managing customer expectations, thoroughly addressing all complaints, developing service level agreements, and ensuring that service levels are met. The incumbent will manage all desktop and field service-related projects, including managing the desktop replacement cycle, securing high-risk hardware (physically and through encryption, according to campus policy), onboarding new customers, and staff training and development. The incumbent will serve as the primary liaison to the Desktop Engineering team and facilitate software imaging, deployment, and patch management. Additionally, they will keep abreast of current developments and become an early adopter of innovation to support the customers.

The Associate Director will also work with IT leadership to develop and implement other projects as opportunities arise. They will develop and implement multi-year strategies aligning to organizational goals and industry trends. Facilitate achievement of strategic goals by setting tactical objectives and milestones. The incumbent will also help customers budget for their own hardware and software purchases, particularly where those purchases impact desktop support service level agreements. The incumbent must successfully develop and manage a dynamic, customer-oriented support team in a fast-paced and heterogeneous environment. This will require superb interpersonal and communication skills, project management capabilities, organizational and operational knowledge, leadership and vision.

This position requires a broad knowledge of field service operations, desktop engineering, and customer-oriented support operations with an in-depth knowledge of service metrics, plus business intelligence, infrastructure, network technologies, and information security and policy. This colleague must be motivated to deliver outstanding support services and to delight customers. Excellent communication and problem-solving skills are required.

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 $118,300 - $268,900 (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

UCSF is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. UCSF is technologically and organizationally complex, with both centralized and departmental IT units providing support for enterprise and specialized services. UCSF IT provides infrastructure, network, security, analytics, integration, and application support services, and is essential to the organization's ability to support growth, mitigate security risk, and manage, store and share sensitive information.

Required Qualifications

• Bachelor's degree in related area and / or equivalent experience / training
• 10 years of experience in Windows and / or Apple, and common mobile computing operating systems, desktop and mobile computing hardware platforms, common productivity software, and business peripherals
• Five years' experience managing a desktop support organization for a large community of users in a heterogeneous support environment
• Requires proven skill in managing technical staff
• This position requires a broad knowledge of endpoint management, and customer-oriented support operations with an in-depth understanding of service metrics, plus business intelligence, network and infrastructure technologies, and information security and policy
• Knowledge and experience implementing and overseeing ITIL and IT Service Management processes and procedures
• Has thorough knowledge of business / technical support functions and working knowledge of other areas of IT sufficient for strategic planning, technology assessment, and direction
• Knowledge and awareness of relevant laws and policies governing information security and privacy (HIPAA, HI-TECH, FERPA, SB1386, AB211, SB541, UC IS-3, UC Electronic Communications Policy, PC / Security standards, etc.; Industry standards regarding IT service management and delivery (ITIL, ISO, PDCA, etc.); Mission- and business-related rules, standards, and practices (AAMC, ACGME, NIH, DPH, JCAHO, AHRQ, OHS, etc.)
• Demonstrated proficiency with desktop engineering solutions in both Windows and Apple, including imaging, software deployment, patch management, inventory control, and device management
• Has thorough knowledge of policies and procedures necessary to determine the appropriate course of action
• Requires proven ability to communicate highly technical information in a clear and concise manner to both technical and nontechnical personnel
• Proven experience in the management of ongoing technology infrastructure acquisition and expansion, including the identification and integration of suitable emerging technologies
• Thorough ability to understand the process involved to adapt, integrate, and modify existing programs or vendor-supplied products for use within the technical environment
• Proven experience of analyzing buy vs. build procurement for products for effective and efficient technology use
• Proven experience leading change management activities and managing their impact across the unit or department
• Has excellent technical skills associated with identifying and resolving problems reported with desktop, laptop, and networked systems
• Thorough knowledge of technical concepts and basic operating principles of data communications, computer hardware, vendor IT products, and software
• Requires excellent ability to work at all levels across the organization
• Requires the ability to gain the cooperation of others
• This individual must be driven to deliver outstanding support services to exceed customer expectations
• Requires excellent interpersonal and management skills
• Thorough knowledge and understanding of service delivery principles
• 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

Preferred Qualifications

About UCSF

The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells.

Pride Values

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.

In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu

Join us to find a rewarding career contributing to improving healthcare worldwide.

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.

Organization

Campus

Job Code and Payroll Title

006054 BUS TCHL SUPP MGR 2

Job Category

Clinical Systems / IT Professionals, Professional and Managerial, Supervisory / Management, Technical & Technologist

Bargaining Unit

99 - Policy-Covered (No Bargaining Unit)

Employee Class

Career

Percentage

100%

Location

San Francisco, CA

Campus

Mission Center Building (SF)

Work Style

Fully On-Site

Shift

Days

Shift Length

8 Hours

Additional Shift Details

Monday - Friday, 8 a.m. - 5 p.m.