IT Contact Center Services Manager

The Manager, Contact Center Services will be responsible for leading and managing the University's Digital Workplace Contact Center team and aligning the contact center and communications services strategy with the broader IT strategy. The Manager will oversee modernization initiatives to evolve the University’s Contact Center Services and communications systems and infrastructure beyond telephony. The Manager will serve as the primary point of contact with IT personnel, end users, and stakeholders to identify and address communication needs and innovation opportunities.

This role involves operation of the University communications network including telecommunications and Zoom Workplace Services. The Contact Center Services Manager plans, designs, develops, installs, and maintains communications network systems for the University. 

The Manager, Contact Center Services will positively impact UCSF’s operations and culture by ensuring UCSF’s IT digital workplace contact center services are integrated and effective in service of the University’s health, research, and academic mission. This team member will advance the University’s mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCSF’s vision while modeling UCSF’s culture and values.

Note: This is a limited role, with the end date six (6) months after the start date.

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 Digital Workplace Services team within Infrastructure Services is responsible for managing and maintaining UCSF’s integrated communications, collaboration, and audio-visual systems. This encompasses a wide array of technologies such as telephony, voicemail, audiovisual technology, video conferencing, and collaboration platforms. The department ensures seamless connectivity and efficient communication across various departments, supporting the institution's mission of providing high-quality healthcare, education, and research. The team plays a crucial role in implementing and optimizing digital workplace solutions to meet the diverse needs of faculty, clinicians, staff, and students, ultimately enhancing operational efficiency and collaboration within UCSF.