University of California , San Francisco

IT Contact Center Services, Manager

San Francisco, California

Sponsorship not specifiedDetected 2 days ago
Incident ResponseHRCustomer SupportVoIPResearchLeadershipCommunicationCollaborationProblem SolvingMentoring

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odds of building a lasting career here

88Lottery-free
Cap-exempt (no lottery)100
Sponsors year-round90
Entry-level history60
PERM / green-card track50
Fits your clock70

Files H-1B any time — no cap, no lottery. The 2026 weighted-selection rule doesn't touch it, which makes this the strongest structural path for entry-level talent. Pay is often lower, but your odds of staying are dramatically higher.

Lottery odds assume a STEM candidate.

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Employer immigration record

from this employer's Department of Labor filings

Green-card filing pattern in this occupation

Context, not a finding about this posting: of this employer's 7 green-card filings in this occupation, 100% were for a worker who already held the job.

States it is exempt from the H-1B cap

In 2 Department of Labor filings, this employer states it is an institution of higher education — one of the statutory grounds for exemption from the H-1B cap. Cap-exempt employers can file year-round without entering the lottery.Employer's own attestation on a Department of Labor wage determination, not a USCIS determination — exemption is decided per petition.

Files H-1B transfers

22 transfer filings in the last year, covering 22 workers. Median labor-condition decision: 7 days. An employer that already files transfers is one that can take over an existing H-1B.

Sourced from Department of Labor LCA, PERM and prevailing-wage disclosure data. Employer matching is by name, so figures may be split across an employer's legal entities. Absence of a filing means none appears in our copy of the data, not that none exists.

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About the role

  • 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.

Responsibilities

  • Leads, manages, and supervises the Digital Workplace Contact Center Services Team, providing guidance, direction, and mentorship, fostering a positive work environment, and ensuring the alignment of team goals with UCSF's overall strategy and objectives.
  • Manages 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.
  • Drives best-in-class customer service to UCSF through effective team member engagement.
  • Manages assigned staff members in adherence to HR and institutional policies and procedures. Participates in developing and monitoring operational and budget processes, staff FTE, finance, human resources, and space planning.
  • Designs, implements, and maintains Contact Center services infrastructure to ensure maximum uptime and reliability.
  • Leads the team responsible for the design, implementation, and maintenance of the University's digital workplace Contact Center services systems, Genesys, and infrastructure.
  • Develops and implements effective disaster recovery plans and procedures to support 24x7 service reliability and effective emergency response.
  • Handles personnel management tasks, including selecting, training, guiding, and evaluating professional and support staff.

Requirements

  • Bachelor's degree, or equivalent combination of experience/training, in one or more of the following fields: computer science, engineering, computer information systems, etc.
  • 7 years of experience working in one or more of the following fields: digital workplace communications, network services, information technology, or related field.
  • 5 years of experience leading teams in a management or leadership role, particularly in a fast-paced, service-oriented environment.
  • Advanced experience in operating policies and procedures.
  • Ability to determine a course of action based on these guidelines.

Compensation

  • Takes corrective action as required, recommends salary actions, promotions, and terminations, and participates in recruitment and orientation of new employees.

Benefits

  • The department ensures seamless connectivity and efficient communication across various departments, supporting the institution's mission of providing high-quality healthcare, education, and research.
  • Reviews costs and benefits of installing in-house Contact Center Services and evaluates all new and upgraded systems.
  • Oversees the transition from legacy Contact Center services to modern SaaS Contact Center Services across campus where appropriate, including the implementation of new technologies and the retirement of legacy systems.
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This listing is sourced directly from University of California , San Francisco's careers page and normalized into a canonical job model.