Manager, Clinical Support Services

The Manager of Clinical Support Services within the Service Desk is a pivotal role accountable for delivering advanced technical support to clinical staff and ensuring the seamless functionality of clinical applications, systems, and devices. This senior position oversees the operations of the Service Desk, focusing on the Clinical Support Team, and excels in directing and developing a high-performing team, managing complex operations, and ensuring strict adherence to SLAs and KPIs. Responsibilities Manage and oversee the development of team members, helping them set and achieve career goals; foster an inclusive environment. Lead by example, demonstrating ethics, accountability, and embedding IT values; drive best‑in‑class customer service through engagement. Direct personnel management tasks: selecting, training, guiding, evaluating staff; apply corrective action, recommend salary actions, promotions, terminations; recruit and orient new employees. Oversee staff in compliance with HR & institutional policies; participate in operational and budget processes. Direct and inspire a team of clinical support specialists; cultivate a culture of excellence and continuous professional development. Oversee daily operations of the Clinical Support Services Desk; ensure workflow management and adherence to clinical SLAs & KPIs. Deliver advanced technical expertise for clinical applications, systems, and devices; ensure seamless functionality. Oversee high‑priority clinical incidents and service requests; emphasize swift resolution, root cause analysis, and preventative strategies. Act as distinguished technical expert, providing advanced support to other IT domains; coach and mentor junior team members. Keep up to date with changes in laws, regulations, and technologies affecting Service Desk operations; inform senior management and staff. Oversee complex Service Desk projects; ensure timely delivery within budget and desired outcomes, enhancing Customer Experience. Oversee Service Desk contributions to cross‑IT projects; ensure timely delivery and focus on Customer Experience. Design and administer robust training programs and materials for service desk analysts; ensure all meet stringent standards. Actively contribute to promoting equity, diversity, and inclusion across the organization and campus. Actively promote core values—innovation, employee fulfillment, teamwork, respect, excellence, integrity, service, and accountability—in all work. Maintain current knowledge of university policy and apply consistently; comply with privacy and security policies. Participate in on‑call rotation for high and critical 24x7 incident response as needed. Perform other related responsibilities as requested, understanding that the University reserves the right to add or change duties. Required Qualifications Bachelor's degree, or equivalent combination of experience/training, in one or more of the following fields: computer science, engineering, computer information systems, etc. 5 to 7+ years of experience working in one or more of the following fields: information technology, customer experience, service desk. 3 to 5+ years of experience leading teams in a management or leadership role, particularly in a fast‑paced, service‑oriented environment. Extensive knowledge and hands‑on experience with clinical applications, systems, and devices, ensuring seamless functionality and minimal operational disruptions. In‑depth understanding of clinical workflows and processes, with the ability to identify inefficiencies and implement improvements that enhance patient care and operational efficiency. Comprehensive knowledge of healthcare regulations, standards, and compliance requirements, ensuring that all clinical support services adheres to these guidelines. Expertise in managing and securing clinical data, ensuring data integrity, confidentiality, and compliance with HIPAA and other relevant regulations. Expertise in managing vendor relationships, negotiating contracts, and ensuring service level agreements (SLAs) are met. Proven executive leadership skills with the ability to lead cross‑functional teams, influence senior stakeholders, and drive organizational change. Advanced skills in crisis management, including the ability to lead the team through high‑pressure situations and critical incidents. Advanced ability to interpret, analyze, and apply pertinent policies, procedures, regulations, and requirements. Exceptional written and verbal communication skills and ability to communicate work assignments to small teams. Demonstrated experience presenting technical information to audiences of technical and non‑technical stakeholders. Advanced project management skills and ability to delegate responsibility, track project progress, supervise others, and advise on competing priorities. Significant experience working in a project‑based environment using leading project management practices including schedule management, status reporting, and communication of project risks and issues. Proven ability to delegate solutioning when appropriate to the proper resources. Demonstrated understanding of how decisions affect teams. Demonstrated ability to make decisions with integrity. Preferred Qualifications HDI Support Center Manager Certification ITIL Managing Professional Certification Project Management Professional (PMP) Epic Certification 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. #J-18808-Ljbffr University of California - San Francisco