Clinical IT Service Desk Lead

UCSF Health; San Francisco (CA); On-site; USD 110,000 - 140,000; Full time

Job summary

The Service Desk Supervisor, Clinical Services at UCSF Health will lead the Clinical Service Desk Analysts and coordinate operations within the Service Desk, ensuring incidents and requests are prioritized and resolved across patient care applications and technologies in UCSF and affiliated hospitals.

This role develops SOPs, tracks metrics, identifies improvement opportunities, and escalates issues as needed while maintaining high customer satisfaction and aligning IT services with UCSF

Qualifications

• Bachelor’s degree or equivalent in computer science, engineering, computer information systems, or related field.
• 3–5+ years of experience in IT, customer experience, or service desk.
• 1–3+ years of experience leading teams in a fast-paced, service-oriented environment.
• Experience supporting technology in healthcare settings and familiarity with EMR workflows (e.g., Epic).
• Advanced proficiency with ITIL practices and service desk software; able to explain IT concepts to non-technical audiences.

Responsibilities

• Coordinate operations of the Clinical Service Desk and ensure proper prioritization of incidents and service requests.
• Manage the Clinical Service Desk Analysts and guide day-to-day work; escalate issues as needed.
• Develop, implement, and maintain SOPs for service desk operations.
• Track and report on metrics to identify operational improvements and quality assurance.
• Identify opportunities for process and quality improvements by reviewing service desk interactions.

Skills

Service desk management tools

IT service management tools

Remote support tools

Epic EMR workflows

Education

Bachelor’s degree or equivalent in CS/engineering/IT

Tools

ServiceNow

BMC Remedy

Remote support tools

Epic

Job description

The Service Desk Supervisor, Clinical Services at UCSF Health will lead the Clinical Service Desk Analysts and coordinate operations within the Service Desk, ensuring incidents and requests are prioritized and resolved across patient care applications and technologies in UCSF and affiliated hospitals.

This role develops SOPs, tracks metrics, identifies improvement opportunities, and escalates issues as needed while maintaining high customer satisfaction and aligning IT services with UCSF