IT Desktop Field Service Supervisor

%

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

30

• Provide day-to-day supervision technical leadership and operational direction for Field Services staff to ensure effective delivery of onsite IT support services across assigned locations.
• Provide technical leadership mentorship and work direction to team members while coordinating operational and project-based work efforts.
• Assign and prioritize work maintain schedules monitor workload and ticket queues review completed work and adjust staffing and resources to maintain appropriate coverage and service continuity.
• Coordinate primary desktop support across the assigned region including incidents service requests scheduled maintenance deployments moves upgrades and other Field Services activities.
• Apply senior-level technical expertise to troubleshoot and resolve complex issues involving desktop and laptop systems mobile devices printers peripherals network connectivity software applications utilities and related technologies.
• Serve as a technical escalation point for Field Services staff and customers; provide consultation and guidance assist with technical and customer escalations and communicate significant issues risks and status updates to management.
• Coordinate escalations with Desktop Engineering Customer Engagement partner IT groups and other technical teams as appropriate to facilitate timely resolution of complex issues.
• Participate in after-hours or on-call support rotations as required.
• Perform other responsibilities as assigned.

30

Staff Supervision Performance and Development

• Supervise coach mentor and develop Field Services staff establishing clear expectations for performance customer experience technical competencies teamwork and accountability.

• Participate in recruitment selection onboarding training and retention activities and make recommendations regarding hiring performance actions salary actions and other personnel matters in accordance with organizational policies and management direction.
• Establish individual and team goals and performance expectations; monitor performance using appropriate service operational and quality metrics.
• Conduct regular one-on-one meetings and team meetings to review priorities performance workload professional development operational issues and team objectives.
• Provide timely and constructive feedback recognize employee contributions address performance concerns and complete annual performance evaluations.
• Encourage and support professional development through training mentoring cross-training knowledge sharing and opportunities to expand technical customer service project management and leadership skills.
• Review and approve employee timekeeping and leave requests and assist management with staffing scheduling and resource planning.
• Promote a collaborative inclusive service-oriented work environment that supports employee engagement continuous learning and team effectiveness.
• Perform other responsibilities as assigned.

10

• Build and maintain effective relationships with customers departmental leaders technical teams and other UCSF IT service providers to understand business needs and ensure effective service delivery.
• Serve as an escalation point for customer service concerns responding to customer feedback and escalations coordinating appropriate resolution and identifying opportunities to prevent recurring issues.
• Monitor customer feedback and satisfaction results service level agreements (SLAs) ticket volumes escalation trends and other operational metrics; identify trends and implement appropriate service improvements.
• Conduct regular engagement with key customers and stakeholders to review service performance project status technology needs upcoming initiatives risks and opportunities for improvement.
• Consult with customers to assess business and technology needs and recommend effective supportable and cost-conscious solutions consistent with UCSF IT standards and practices.
• Support hardware lifecycle planning inventory management software licensing technology assessments and related planning activities to inform operational and budget decisions.
• Ensure service inventory time reporting and other operational records are accurate and appropriately documented in designated systems.
• Communicate service performance customer concerns operational risks and significant issues to Field Services management and other stakeholders as appropriate.
• Perform other responsibilities as assigned.

10

• Lead and coordinate small to medium-sized technology projects and work efforts while maintaining operational responsibilities as a working supervisor.
• Support project development and implementation activities including requirements analysis planning resource coordination testing deployment documentation customer communication and post-implementation support.
• Coordinate staff consultants customers and partner IT teams involved in projects and ensure responsibilities tasks schedules dependencies and deliverables are clearly defined and managed.
• Lead or support projects involving technology deployments operating system and hardware upgrades organizational changes moves new system implementations and other Field Services initiatives.
• Monitor project schedules resources risks issues and deliverables and provide timely status reporting to customers stakeholders and management.
• Identify and address project-related customer concerns and operational impacts escalating risks or barriers as appropriate.
• Participate in cross-functional UCSF IT initiatives and represent Field Services in project planning and implementation activities.
• Perform other responsibilities as assigned.

10

• Lead and participate in continuous process improvement and innovation initiatives that enhance service quality operational efficiency customer experience and team effectiveness.
• Participate in the development implementation and ongoing improvement of Field Services policies procedures standards and workflows.
• Identify opportunities to optimize workflows standardize practices improve tools and processes and reduce recurring incidents or service inefficiencies.
• Develop maintain and promote technical documentation procedures workflows and Knowledge Base content for complex resolutions and common support activities to support Field Services and Service Desk operations.
• Identify training needs and develop or coordinate appropriate technical procedural and customer service training for Field Services staff other IT personnel and customers as appropriate.
• Provide technical guidance demonstrations presentations and training to customers IT staff and leadership as needed.
• Support adoption of new technologies procedures policies and service delivery practices through communication documentation training and coaching.
• Perform other responsibilities as assigned.

10

• Ensure Field Services activities and staff practices comply with applicable federal state University of California UCSF and departmental information security privacy confidentiality and technology policies and procedures.
• Identify and appropriately escalate actual or potential information security concerns and coordinate with security and partner IT teams on investigation remediation and risk-reduction activities.
• Conduct or coordinate appropriate hardware software security and technology assessments and support remediation activities within the scope of Field Services responsibilities.
• Maintain appropriate confidentiality when handling or accessing sensitive information and ensure staff understand and comply with applicable confidentiality requirements.
• Assist Field Services management with operational planning staffing and FTE considerations budgeting resource allocation hardware lifecycle planning inventory and other administrative activities as appropriate.
• Maintain accurate operational inventory project and service documentation and support reporting requirements for Field Services management.
• Perform other responsibilities as assigned.

100%