Executive IT Service Desk Leader – Healthcare

University of California, San Francisco; San Francisco (CA); On-site; USD 180,000 - 230,000; Full time

Job summary

University of California, San Francisco is seeking an Associate Director, IT Service Desk to provide strategic leadership and operational oversight for UCSF's Service Desk, including technical and clinical support services, serving diverse users.

The Associate Director leads managers and supervisors responsible for daily support operations, service quality, workforce planning, incident response, knowledge management, and performance management.

Qualifications

• Bachelor's degree in related area or equivalent experience.
• 10+ years in information technology, customer experience, or service desk.
• 5+ years leading teams in a fast-paced, service-oriented environment.
• Expertise in managing vendor relationships, negotiating contracts, and ensuring SLAs are met.
• Proven executive leadership with ability to lead cross-functional teams and drive organizational change.
• Advanced crisis management experience for high-pressure incidents.
• Ability to interpret, analyze, and apply policies and requirements.
• Excellent written and verbal communication; ability to assign work to small teams.
• Experience presenting technical information to both technical and non-technical audiences.
• Advanced project management skills and ability to delegate, track progress, and manage risks.

Responsibilities

• Provide strategic leadership for UCSF's Service Desk and oversee operational oversight for multi-tiered support.
• Lead managers and supervisors responsible for daily support operations, service quality, and workforce planning.
• Set service standards, monitor SLAs and KPIs, and drive data-informed improvements.
• Collaborate with Infrastructure Services, clinical stakeholders, and cross-functional IT teams to ensure reliable support for enterprise technologies and clinical workflows.
• Lead long-term service desk strategy, including self-service, automation, AI-assisted support, and shift-left improvements.

Skills

Strategic leadership

Service desk management

Vendor management

Executive communication

Crisis management

Cross-functional leadership

Project management

Data-driven decision making

Stakeholder management

Inclusive leadership

Education

Bachelor's degree or equivalent experience

Job description

University of California, San Francisco is seeking an Associate Director, IT Service Desk to provide strategic leadership and operational oversight for UCSF's Service Desk, including technical and clinical support services, serving diverse users.

The Associate Director leads managers and supervisors responsible for daily support operations, service quality, workforce planning, incident response, knowledge management, and performance management.