Manager, Technical Support Services

The Manager of Technical Support Services within the Service Desk is a pivotal management role, accountable for the strategic oversight and operational excellence of the Technical Support Team. This role ensures the seamless functioning of the Service Desk by directing daily operations, resolving technical issues promptly, and maintaining adherence to service level agreements (SLAs). As a primary escalation point, the manager provides advanced technical and business consultation to a diverse array of stakeholders across UCSF. They advocate exceptional customer service, ensuring every interaction is positive and contributes to overall client satisfaction.Additionally, the manager strategically schedules staff, manages the daily queue of calls and tickets, reviews and integrates new applications, and drives continuous improvement initiatives to enhance workflows and procedures. They oversee the development of training materials, ensure all training requirements are met, and maintain accountability for key performance metrics. This role demands a visionary manager who can navigate complex technical landscapes, inspire a high-performing team, and drive excellence in service delivery.The Manager, Technical Support Services will positively impact UCSF's operations and culture by ensuring UCSF's IT database infrastructure is operable, secure, efficient, and effective in service of the University's mission. 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 $105,900- $225,900 (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

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