IT Field Services Supervisor

Responsible for day-to-day supervision Field Services Technicians assigned to specific sites and shifts.  Reports directly to Field Services Management, supervising a team of field technicians ranging from 4-10 support staff with a dotted line relationship to 2-3 lead technicians. The Field Services Supervisor ensures for the timely completion of appropriate proactive maintenance activities and reactive incident resolution processes necessary to maintain the end user IT device environment. This includes corrective action in the resolution of incidents and escalation/notification processes as appropriate. This position will supervise, recruit, evaluate and develop field technicians. They will interface with administrative personnel, IT managers, technical staff, other IT groups, external departments, vendors, consultants requiring both sound technical and outstanding customer service skills (highly professional, courteous, and patient disposition.) 

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 site managers to ensure services and resources are adequately provided at his/her area of responsibility. The incumbent will act as internal escalation point for complex problems, projects and may lead a team of Field Technicians. The position will also maintain close working relationships with key customers to improve customer support and assure satisfaction with IT services.

Responsible for the clinical field team which provides 24 x 5 onsite support to inpatient hospital units at Mission Bay and Parnassus.  The supervisor is responsible for ensuring staff is following policies and resolving issues in a timely manner, helping to provide priority and assess impact. The supervisor also advocates for the customer and provides recommendation on how the department can optimally support. 

Receives assignments in the form of objectives with goals and the process by which to meet goals. Provides direction to staff according to established policies and management guidance. Administers policies that directly affect subordinate staff. Recommends changes to department policies and practices. Identifies risks and responds accordingly. Provide priority setting and work flow analysis.

Department Overview 

UCSF ITS 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.

Responsibilities

Qualifications

REQUIRED QUALIFICATIONS

• Bachelor's degree in related area and/or equivalent experience/training.
• BS degree in Computer Science, Information Systems, Business Administration, or 3-5 years of related extensive work experience
• Minimum of one year of lead experience in a desktop support environment, supporting networked Windows and Macintosh computers.
• Minimum of five years of experience supporting both Windows and Macintosh computers in a networked environment.
• Advanced experience with Incident Management and Asset Management systems
• Experience working in academic, healthcare, and/or research settings
• Generate reports to analyze and assess trends. Apply metrics to evaluate and improve service management, employee performance, and cost optimization.
• Working knowledge of business / technical support function.
• Knowledge of related principles and concepts to provide solutions to more complex and diverse desktop support-related issues.
• Working knowledge of IT-related products and services.
• General knowledge of other areas of IT.
• Must have effective interpersonal and management skills.
• Requires ability to communicate highly technical information in a clear and concise manner to both technical and nontechnical personnel.
• Position requires strong analytical skills.
• Demonstrated skill in managing technical staff. Successfully supervise employee and team performance, training, prioritize work, and motivate team to maintain outstanding customer service levels.
• Excellent oral and written communication skills.
• Maintain productive, collaborative, and responsive client relations.
• Demonstrated expert proficiency troubleshooting and supporting Operating Systems, Productivity software, and Network connectivity. Manage level 3 escalations
• Make appropriate hardware and software recommendations based on assessment of customer requirements.
• Troubleshoot, manage and resolve issues with smartphones, tablets and mobile communication devices, with synchronization to Exchange data & UCSF Resources.
• Develop, implement and Enforce Desktop Support process in an enterprise environment.
• Demonstrated proficiency in complex project management.
• Develop, deliver, and manage advanced desk-side and group training.
• Demonstrated exceptional customer service skills. Must demonstrate situational awareness & professionalism. Successfully manage complex customer escalations.
• Demonstrated capacity for analytical thinking and rapid problem solving in a fast-paced environment.
• Highly autonomous, self-motivated and exceptionally resourceful, detail-oriented, and have outstanding organization skills, in order to re-prioritize based on daily operational demands. Highly collaborative to execute service objectives and goals.
• Demonstrated excellent verbal and written communication to include outstanding business writing and active listening skills. Capable of communicating complex technical concepts to any audience, and able to speak and write to groups.
• Functional understanding of IT Service Management. Advanced understanding of change, incident, asset, knowledgebase and request management within an enterprise environment
• Create & follow Desktop Support process in an enterprise environment such as, Customer Onboarding, Desktop engineering tools and services, Financial management Policies and Service, Security processes & tools, and Customer Outreach & Tools.
• Ability to develop scripts and batch files to automate procedures and configure devices for specific environments.
• Excellent customer service skills. Must demonstrate situational awareness & professionalism.  Ability to work with all levels and technical abilities while resolving issues that require intervention from other service providers.
• Effective in dealing with challenging situations or people to include VIPs, highly complex technical issues without documented resolutions and sensitive situations.
• Demonstrated ability to Exercise sound judgment and prioritization and reorganization of customer requests
• High degree of self-motivation.  Must be exceptionally resourceful, detail-oriented, and have outstanding organization skills. Ability to Maintain task scheduling and prioritization, to meet the deadlines of ITFS staff and customers.
• High degree of flexibility and responsiveness, willingness to re-prioritize based on daily operational demands.
• Understanding of IT Service Management, incident and request management with-in an Enterprise environment.  Ability to apply that knowledge to improve services and processes.
• Demonstrated capacity for analytical thinking and rapid problem solving in a fast-paced environment.
• Coordinate interactions and activities of vendors, both on-site and off-site as related to systems or areas supported
• Demonstrated ability to Support a culture of collaboration and cross-functional teamwork aimed at providing complete, end-to-end IT technology solutions to meet the needs of ITFS Customers.

PREFERRED QUALIFICATIONS

• 2 – 3 years’ experience in healthcare strongly desired
• Experience working in an academic health care, healthcare, or university environment.
• Relevant certification (Microsoft, Apple, SixSigma, PMP, ITIL, etc.)
• Working knowledge of University of California management and employee policies and procedures