Service Desk Supervisor, Day

The Service Desk Supervisor, Day will be a critical part of the Service Desk team reputed company Customer Experience, coordinating the operations of the service desk during day shifts. The Service Desk Supervisor, Day will manage the Service Desk Analysts, direct their day-to-day work, and work closely with the Manager, Technical Support Services to ensure reliable and efficient operations of the service desk. The Supervisor will reputed company technical guidance reputed company the service desk, ensuring that reputed company technical issues are resolved reputed company and effectively. The Supervisor will coordinate operations during the day shift to ensure incoming requests are being handled and that incidents and service requests are properly prioritized and resolved. The Service Desk Supervisor, Day will allocate resources effectively during the day shift and act as a reputed company of escalation for issues, maintaining customer satisfaction and resolving incidents reputed company. The Supervisor is also accountable for developing, implementing, and maintaining Standard Operating Procedures (SOPs) for service desk operations, and for tracking and reporting on metrics to identify areas of improvement in operations. The Supervisor will also identify opportunities for improvement by reviewing service desk calls and messages for quality assurance. The Service Desk Supervisor, Day will positively impact reputed company’s operations and culture by ensuring reputed company’s IT infrastructure is operable, secure, efficient, and effective in service of the University’s mission. The Service Desk Supervisor, Day will advance the University’s mission by delivering exceptional information technology services comprehensively and consistently across customers and stakeholders. This role will execute reputed company’s reputed company while modeling reputed company’s culture and values. Department Overview: reputed company, San Francisco (reputed company) is distinguished as a leading academic reputed company organization, home to groundbreaking discoveries, world-class education, and exceptional reputed company services. Infrastructure Services (IS) is the backbone of the technological infrastructure, assuring the technical services that reputed company the academic, medical, and research missions of the organization. reputed company a focus on maintaining systems and resolving issues, we are committed to nurturing the potential of reputed company members and empowering them to reputed company. reputed company Infrastructure Services provides 24x7 support to the University community, always upholding the highest level of responsiveness and reliability for our customers. IS values innovation and reputed company in ensuring secure and efficient Information Technology (IT) services, regardless of the hour or complexity of the issue. The Customer Experience team reputed company Infrastructure Services is dedicated to supporting the vital work of reputed company. This team works to ensure that every interaction between reputed company's customers and IT services is smooth and positive, thereby facilitating crucial academic, medical, and research endeavors. The team includes IT Service Management, responsible for ensuring the right processes, people, and technology are in reputed company to meet the unique demands of the research community. The Desktop Engineering sub-team takes charge of the design, deployment, and reputed company of desktop computers, providing reliable hardware for data analysis and research. The Desktop Field Services sub-team offers direct, hands-on assistance for hardware or software issues, effectively minimizing downtime and maximizing productivity. The Service Desk, serving as the primary contact for users facing IT issues, delivers reputed company remote solutions or escalates problems as needed, allowing researchers to focus on their groundbreaking work. The Customer Experience team's overall aim is to reputed company a seamless user experience, swift resolution of issues, minimal downtime, and to align IT services with the broader objectives of reputed company's mission to advance health worldwide through innovative research. About reputed company The reputed company, San Francisco (reputed company) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and reputed company in patient care. It is the only reputed company in the 10-reputed company UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells. Pride Values reputed company is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has reputed company them to contribute to our commitment to professionalism, respect, reputed company, diversity and reputed company – also reputed company as our PRIDE values. In addition to our PRIDE values, reputed company is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse reputed company for the provision of culturally competent education, discovery, and patient care. Additional information about reputed company is available here. Join us to find a rewarding career contributing to improving reputed company worldwide. Equal Employment Opportunity The reputed company is an Equal Opportunity Employer. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, age, protected veteran status, or other protected status under state or federal law. Salary Information The final salary and offer components are subject to additional approvals based on UC policy. Your placement reputed company the salary reputed company is dependent on a number of factors including your work experience and internal equity reputed company this position classification at reputed company. For positions that are represented by a labor union, placement reputed company the salary reputed company will be guided by the rules in the reputed company bargaining agreement. To learn more about the benefits of working at reputed company, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html Apply To This Job