The Service Desk Supervisor, Swing will be a critical part of the Service Desk team within Customer Experience, coordinating the operations of the service desk during business hours and swing shifts. The Service Desk Supervisor, Swing will manage the Service Desk Analysts, direct their day-to-day work and work closely with the Manager, Clinical Support Services to ensure reliable and efficient operations of the Service Desk. The Supervisor will coordinate operations during the swing shift to ensure incoming requests are being handled, and that incidents and service requests are properly prioritized and resolved. The Service Desk Supervisor, Swing will allocate resources effectively during the swing 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, Swing 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, Swing 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.

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 $100,800 - $140,000 (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