Associate Director, Desktop Field Services

Associate Director, Desktop Field Services

Job Summary

he Associate Director of IT Field Service's duties include managing and mentoring IT staff, managing enterprise desktop projects, formulating policy, managing customer expectations, thoroughly addressing all complaints, developing service level agreements, and ensuring that service levels are met. The incumbent will manage all desktop and field service-related projects, including managing the desktop replacement cycle, securing high-risk hardware (physically and through encryption, according to campus policy), onboarding new customers, and staff training and development.

The incumbent will serve as the primary liaison to the Desktop Engineering team and facilitate software imaging, deployment, and patch management. Additionally, they will keep abreast of current developments and become an early adopter of innovation to support the customers.

The Associate Director will also work with IT leadership to develop and implement other projects as opportunities arise. They will develop and implement multi-year strategies aligning to organizational goals and industry trends. Facilitate achievement of strategic goals by setting tactical objectives and milestones. The incumbent will also help customers budget for their own hardware and software purchases, particularly where those purchases impact desktop support service level agreements.

The incumbent must successfully develop and manage a dynamic, customer-oriented support team in a fast-paced and heterogeneous environment. This will require superb interpersonal and communication skills, project management capabilities, organizational and operational knowledge, leadership and vision.

This position requires a broad knowledge of field service operations, desktop engineering, and customer-oriented support operations with an in-depth knowledge of service metrics, plus business intelligence, infrastructure, network technologies, and information security and policy. This colleague must be motivated to deliver outstanding support services and to delight customers. Excellent communication and problem-solving skills are required.

The final salary and offer components are subject to additional approvals based on UC policy.

Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification  positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement.

The salary range for this position is $118,300 - $268,900 (Annual Rate).

To learn more about the benefits of working at UCSF, including total compensation, please visit:

Department Description

UCSF is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. UCSF is technologically and organizationally complex, with both centralized and departmental IT units providing support for enterprise and specialized services.

UCSF IT provides infrastructure, network, security, analytics, integration, and application support services, and is essential to the organization's ability to support growth, mitigate security risk, and manage, store and share sensitive information.

Required Qualifications

• Bachelor's degree in related area and / or equivalent experience / training

• 10 years of experience in Windows and/or Apple, and common mobile computing operating systems, desktop and mobile computing hardware platforms, common productivity software, and business peripherals

• Five years' experience managing a desktop support organization for a large community of users in a heterogeneous support environment

• Requires proven skill in managing technical staff

• This position requires a broad knowledge of endpoint management, and customer-oriented support operations with an in-depth understanding of service metrics, plus business intelligence, network and infrastructure…