Desktop Engineering Lead

IT Field Service

Full Time

86622BR

Job Summary

The Desktop Engineering Lead in Customer Experience within the Infrastructure Services team plays a pivotal role in enhancing the desktop computing environment that supports internal customer needs. This role involves overseeing the development, deployment, and maintenance of desktop infrastructure, ensuring a seamless and efficient user experience that aligns with UCSF goals. The Lead is accountable for providing expert technical guidance to the Desktop Engineering team as necessary. The Lead, Desktop Engineering partners with other IT teams and stakeholders to ensure that desktop systems are fully operational, secure, and up to date with all necessary software and hardware components.

This role involves serving as the technical administrator for endpoint hardware design and operating systems. It includes planning and coordinating the installation, configuration, and testing of hardware and software components. The tasks may encompass the management and maintenance of central or departmental computer systems and networks, including the administration of web systems.

The Desktop Engineering Lead will positively impact UCSF's operations and culture by ensuring UCSF's IT infrastructure is operable, secure, efficient, and effective in service of the University's mission. The Lead, Desktop Engineering will advance the University's mission by delivering exceptional information technology services comprehensively and consistently across customers and stakeholders. This role will execute UCSF's vision while modeling UCSF's culture and values.

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 at UCSF. For 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 annual salary range for this position is $$113,800-$242,800. To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Department Description

University of California, San Francisco (UCSF) is distinguished as a leading academic healthcare organization, home to groundbreaking discoveries, world-class education, and exceptional healthcare services. Infrastructure Services (IS) is the backbone of the technological infrastructure, assuring the technical services that enable the academic, medical, and research missions of the organization. Beyond a focus on maintaining systems and resolving issues, we are committed to nurturing the potential of our team members and empowering them to excel. UCSF 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 excellence in ensuring secure and efficient Information Technology (IT) services, regardless of the hour or complexity of the issue.
The Customer Experience team within Infrastructure Services is dedicated to supporting the vital work of UCSF. This team works to ensure that every interaction between UCSF'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 place to meet the unique demands of the research community. The Desktop Engineering sub-team takes charge of the design, deployment, and upkeep 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 prompt remote solutions or escalates problems as needed, allowing researchers to focus on their groundbreaking work. The Customer Experience team's overall aim is to provide a seamless user experience, swift resolution of issues, minimal downtime, and to align IT services with the broader objectives of UCSF's mission to advance health worldwide through innovative research.

Required Qualifications

• Bachelor's degree or four or more years of relevant experience
• Five or more years of experience in one or more of the following fields: information technology or desktop engineering
• Extensive experience in information technology, customer experience, and desktop engineering.
• Extensive knowledge and experience required for MacOS and Windows.
• In-depth experience in designing, troubleshooting, and optimizing desktop environments. In-depth understanding of configuration and management of desktop tools and software (e.g., BigFix, Jamf Pro).
• Proven ability to foster a collaborative and productive work environment and encourage learning and development of team members.
• Advanced knowledge of IT security best practices, including endpoint security, data protection, and access controls. Awareness of regulatory compliance requirements relevant to desktop computing and user data privacy (e.g., GDPR, HIPAA).
• Demonstrated experience with decision-making skills to choose appropriate solutions and improvements for the desktop environment. Ability to balance technical and business considerations when making decisions.
• Demonstrated experience with written and verbal communication skills and ability to communicate technical information and ideas to a diverse community of colleagues and stakeholders.
• Able to establish and advance positive working relationships and a strong rapport with team members, stakeholders, and customers.
• Advanced organizational skills and ability to balance competing priorities and support concurrent projects. Experience in providing technical expertise in a project-based environment using project management practices including schedule management, status reporting, and communication of project risks and issues.
• Thinks creatively and proposes innovative ideas, including the incorporation of new technologies or processes. Ability to work with agility in a fast-paced environment.
• The ability to work onsite in San Francisco and after hours when required.

Preferred Qualifications

• Extensive experience and knowledge with Linux.
• Certificate: Microsoft Windows Endpoint Administrator.

About UCSF

The University of California, San Francisco (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. 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

UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values.

In addition to our PRIDE values, UCSF 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 ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu

Join us to find a rewarding career contributing to improving healthcare worldwide.

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

Organization

Campus

Job Code and Payroll Title

000499 INFO SYS ANL 4

Job Category

Clinical Systems / IT Professionals, Technical & Technologist

Bargaining Unit

99 - Policy-Covered (No Bargaining Unit)

Employee Class

Career

Percentage

100%

Location

San Francisco, CA

Campus

Mission Center Building (SF)

Work Style

Flexible

Shift

Days

Shift Length

8 Hours

Additional Shift Details

M-F, 8am-5pm, as required after hours support