IT Field Services Supervisor UCSF Health

BU - 4.0

San Francisco, CA Job Details $100,000 - $140,000 a year 5 hours ago Qualifications Staff performance monitoring Knowledge management Managing technical support teams Customer communication Staff supervision Network troubleshooting Mobile device support Customer relationship building Client onboarding Managing teams in a customer support role IT asset management Team leadership Coaching Automation software Operations coordination planning Software implementation Hardware maintenance Windows Incident Escalation Improving operational efficiency Frontline customer support management User training (technical support) Change management Team development Driver's License Policy & process development Productivity software support Desktop (troubleshooting support) Healthcare IT security systems Incident management operations support Full Job Description The IT Field Services Supervisor leads the day-to-day operations of a team of 6-15 Field Services Technicians and collaborates with lead technicians supporting UCSF Health and Campus locations. This role ensures the timely delivery of maintenance, incident resolution, and support services; oversees staff recruitment, development, and performance; and serves as the primary escalation point for complex technical and customer issues. The supervisor partners with site leaders, IT teams, vendors, and key stakeholders to maintain high-quality IT support, improve service delivery, and enhance customer experience across diverse healthcare, research, education, and administrative environments. The position establishes priorities, manages workflows, ensures compliance with policies and procedures, identifies and mitigates risks. Maintains vigilant oversight of protected health information (PHI) security, and recommends scalable, future-proof operational and service improvements.. This position supports users across UCSF enterprise environments, including campus, medical centers, and affiliated sites. Travel or movement between sites will be required based on operational needs. 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.

REQUIRED QUALIFICATIONS

Bachelor's degree in related area and / or equivalent experience / training. Valid California driver's license Minimum of five years of experience supporting Windows and Macintosh computers in a networked enterprise environment. Minimum of two to three years of experience supervising or leading teams and complex projects in a technical support or related IT environment. Working knowledge of business and technical support functions, IT products and services, and related IT principles and concepts sufficient to address complex and diverse technology support needs. Demonstrated advanced technical proficiency supporting and troubleshooting Windows and macOS systems, productivity applications, network connectivity, mobile devices, peripherals, and related enterprise technologies, including management of complex or Level 3 escalations. Ability to assess customer and business requirements and recommend appropriate, supportable, and cost-effective hardware, software, and technology solutions. Demonstrated experience supervising or leading technical staff, including assigning and prioritizing work, monitoring performance, providing coaching and training, motivating staff, and maintaining high standards of customer service. Strong interpersonal and leadership skills with demonstrated ability to build productive, collaborative, and responsive relationships with customers, staff, technical teams, vendors, and other service providers. Excellent verbal and written communication skills, including active listening, business writing, presentations, and the ability to communicate complex technical information clearly and concisely to technical and non-technical audiences at all organizational levels. Demonstrated customer service skills, professionalism, and situational awareness, including the ability to effectively manage complex customer escalations, sensitive situations, challenging interactions, and support needs involving senior or high-profile customers. Strong analytical and problem-solving skills with demonstrated ability to exercise sound judgment, troubleshoot complex issues, make timely decisions, and develop solutions in a fast-paced environment. Demonstrated ability to work independently, remain flexible and responsive to changing operational demands, and effectively organize, prioritize, and reprioritize multiple assignments while meeting customer and operational deadlines. Demonstrated ability to collaborate across teams and organizational boundaries to coordinate end-to-end technology solutions and resolve issues requiring participation from multiple IT service providers. Functional knowledge of IT Service Management (ITSM) principles and demonstrated experience with enterprise incidents, requests, change, assets, and knowledge management processes and systems. Experience developing, implementing, following, and improving enterprise desktop support processes, procedures, workflows, and standards, including customer onboarding, technology deployment, security practices, asset management, and customer engagement. Demonstrated experience planning and executing complex technology projects, including resource and task coordination, implementation, communication, risk management, and stakeholder engagement. Ability to develop and deliver technical training, documentation, and guidance for individuals and groups, including technical staff and customers. Ability to develop scripts, batch files, or other automation solutions to streamline procedures and configure devices for specific enterprise environments. Ability to coordinate vendor activities and services, both onsite and remotely, for supported systems and operational areas. Demonstrated ability to use operational data, reports, trends, and performance metrics to evaluate and improve service delivery, employee performance, operational efficiency, and cost effectiveness. Flexibility to support and work across all UCSF and affiliated locations

PREFERRED QUALIFICATIONS

Relevant certification (Microsoft, Apple, Six Sigma, PMP, ITIL, etc.) Two to three years of experience providing technology support in a healthcare environment. Working knowledge of management practices and applicable employee policies and procedures. 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 here . 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. Salary Information 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. To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html