IT Desktop Field Service Supervisor

% 

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

30

Field Services Operations and Technical Leadership

• 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

Service Delivery, Customer Engagement, and Performance Management

• 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

Project Management and Cross-Functional Coordination

• 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

Process Improvement, Training, and Knowledge Management

• 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

Security, Compliance, and Administrative Responsibilities

• 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%