New

Manager, Clinical Support Services

University of California - San Francisco

113,800 - 180,000

United States, California, Brisbane

8000 Marina Boulevard (Show on map)

Jul 09, 2026

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.

Providing advanced clinical guidance, the Manager ensures excellence in every customer interaction and maintains a team that excels in incident resolution and prompt request fulfillment. Partnering with clinical staff and IT departments, the Manager addresses complex technical needs, manages high-priority incidents and service requests, and conducts root cause analyses for recurring issues. The role also involves managing projects to enhance clinical support services, developing comprehensive training programs, maintaining meticulous documentation, and implementing best practices for continuous improvement.

As the primary reviewer for new applications, workflow changes, and procedural updates, the Manager ensures effective dissemination to the staff and oversees the development and completion of training materials, ensuring all team members meet rigorous training requirements.

The Manager, Clinical Support Services will positively impact UCSF's operations and culture by ensuring UCSF's IT database infrastructure is operable, secure, efficient, and effective in service of the University's mission. The Manager, Technical Support Services, 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.

Department Overview:

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.

% of Time	Essential Function (Yes/No)	Key Responsibilities
50%	Yes	Leadership, Management, and Supervision Manages and oversees the development of team members by helping them set and achieve goals for their career growth. Fosters an inclusive environment that values differences and creates a sense of belonging and appreciation for team members. Leads by example, demonstrating ethics, high accountability, and actively drives the process of embedding IT values and behaviors. Contributes to a culture of trust and transparency. Drives best-in-class customer service to UCSF through effective team member engagement. Directs personnel management tasks, including selecting, training, guiding, and evaluating professional and support staff. Takes corrective action as required, recommends salary actions, promotions, and terminations, and participates in recruitment and orientation of new employees. Oversees assigned staff members in adherence to Human Resources (HR) and institutional policies and procedures. Participates in developing and monitoring operational and budget processes, staff full time employees (FTE), finance, human resources, and space planning.
20%	Yes	Clinical Support Services Directs and inspires a team of clinical support specialists, cultivating a culture of excellence and continuous professional development within clinical support services. Oversees and refines the daily operations of the Clinical Support Services Desk, ensuring optimal workflow management and unwavering adherence to clinical SLAs and KPIs. Delivers advanced technical expertise for clinical applications, systems, and devices, guaranteeing seamless functionality and minimizing operational disruptions. Oversees high-priority clinical incidents and service requests, emphasizing swift resolution and comprehensive root cause analysis, while implementing preventative strategies to avert recurring issues.
10%	Yes	Customer Service Acts as a distinguished technical expert, providing advanced support to other IT domains while coaching and mentoring junior team members to foster their professional growth and development.
5%	Yes	Continuous Improvement Keeps up to date with changes in laws, regulations, and technologies that may affect Service Desk operations and informs senior management and staff.
5%	Yes	Project Planning and Management Oversees complex Service Desk projects, ensuring projects are delivered on time, within budget, and with the desired outcomes and impact on UCSF's overall Customer Experience plans. Oversees and executes Service Desk contributions to cross-IT projects, ensuring deliverables are completed on time with a focus on enhancing the Customer Experience.
5%	Yes	Communications and Training Designs and administers robust training programs and materials for service desk analysts, ensuring all team members meet stringent training standards and remain current with new applications and procedural updates.
5%	Yes	Other Actively contributes to promoting equity, diversity, and inclusion across the organization and UCSF's campus. Actively promotes the organization's core values and consistently integrates innovation, employee fulfillment, teamwork, respect, excellence, integrity, service, and accountability into each aspect of their work. Maintains current knowledge of university policy and procedures; effectively, consistently, and fairly applies university policy and/or campus/division procedures for assigned area and team members supervised; complies with university, campus and division policies and procedures regarding privacy of information, authorized use of university resources and the security of university systems and data. Participates in an on-call rotation for high and critical 24x7 incident response as needed. Performs other related responsibilities as requested and when necessary. The University reserves the right to add or change duties at any time.
Total: 100%

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 adhere 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

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 here.

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.

Salary Information

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.

To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

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 adhere 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