Strategic IT Service Desk Leader

UCSF Health; San Francisco (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

UCSF Health seeks an Associate Director of IT Service Desk to provide strategic leadership and operational oversight of a multi-tier support organization serving clinical, academic, research, and administrative customers. The role leads managers and supervisors responsible for daily support operations, service quality, and performance management.

In partnership with Infrastructure Services and clinical stakeholders, you will drive service standards, SLA/KPI performance, incident response,

Qualifications

• Bachelor's degree in related area and / or equivalent experience / training
• 10+ years’ experience in information technology, customer experience, and service desk
• 5+ years experience leading teams in a management or leadership role in a fast-paced environment
• Expertise in managing vendor relationships, negotiating contracts, ensuring SLAs are met
• Proven executive leadership skills to lead cross-functional teams and drive organizational change
• Crisis management expertise for high-pressure incidents
• Ability to interpret, analyze, and apply policies and regulations
• Strong communication skills for directing small teams and presenting to stakeholders
• Experience in project management including scheduling, status reporting, and risk management
• Proven ability to delegate and make decisions while ensuring inclusivity and belonging

Responsibilities

• Provide strategic leadership and operational oversight for a multi-tier IT Service Desk
• Establish service standards, monitor SLAs and KPIs, and drive data-informed improvements
• Lead incident response, knowledge management, and performance management
• Collaborate with Infrastructure Services and clinical stakeholders to align service models
• Advocate for self-service, automation, AI-assisted support, and shift-left improvements
• Represent the Service Desk to UCSF leadership and support continuity planning
• Foster an inclusive, accountable, and service-oriented culture

Skills

Strategic leadership

Executive leadership

Vendor management

Cross-functional collaboration

Crisis management

SLA management

Communication

Project management

Diversity and inclusion

Education

Bachelor's degree

Job description

UCSF Health seeks an Associate Director of IT Service Desk to provide strategic leadership and operational oversight of a multi-tier support organization serving clinical, academic, research, and administrative customers. The role leads managers and supervisors responsible for daily support operations, service quality, and performance management.

In partnership with Infrastructure Services and clinical stakeholders, you will drive service standards, SLA/KPI performance, incident response,