The Seattle Cancer Care Alliance (SCCA), located in Seattle, Washington, is part of a dynamic collaboration among three organizations known nationally and internationally for their patient care and research: Fred Hutchinson Cancer Research Center, University of Washington, and Seattle Children's. Over the past 25 years, these institutions have worked together to support their mission of adult and pediatric oncology patient care services, research and education.
The IT Service Desk Manager is responsible for the planning, management and implementation of support as well as to manage and troubleshoot day to day IT Service Desk operations and staff, leading the team to deliver exceptional customer service and IT related support. The successful candidate will possess initiative and drive, be customer oriented, and have broad relevant technical knowledge, familiarity with Service Desk metrics, strong management and interpersonal skills as well as excellent communication skills.
The manager will not only manage the IT Service Desk team but will also be responsible to assist in the resolution of IT issues throughout the SCCA enterprise and with SCCA partner institutions. The incumbent will interact and collaborate with their peers at our partner institutions to cooperate on technology solutions and projects.
Ensures that all phases of client computing and audio visual support, including installations, upgrades, software, client and peripheral hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.
Oversees maintenance of computer management toolset and security for client computing systems. Select and implement industry standard tools to leverage productivity and quality in delivery of services.
Understands client requirements and develop solution designs and implementation plan based on requirements.
Recommends solutions to business problems with technical constraints; contribute to the development of new support concepts, techniques, and standards.
Stay abreast of new emerging technologies and support strategies that might benefit clinic and other support staff/teams.
Provides strong leadership and coaching to staff members to ensure the team is providing robust and effective service to clinic staff and supporting teams as well as supporting the collective ITSD team.
Regularly assesses and monitors system health (both technical and people "systems" such as team dynamics) utilizing team and operational metrics and will proactively problem solve offline and implement countermeasures to address problems.
Collaborates with technology leaders, medical leaders, peers and colleagues at the Seattle Cancer Care Alliance (SCCA) as well as our partner institutions (Fred Hutch, UW Medical Center, Northwest Hospital, EvergreenHealth and Seattle Children's) to assure the provision of high quality, patient and family-centered care in an environment that facilitates the conduct of clinical research.
Work situations range from technical to managerial and require independent decision-making, analysis, policy and program development, problem and issue resolution and leadership skills
Develop and maintain SLA's (Service Level Agreements) where applicable. Provide performance metrics against defined SLAs and processes
Development of and adherence to individual and team Key Performance Indicators
Bachelor's Degree in Computer Sciences or related field or equivalent work experience
Manage operational support, best practices ensuring adequate coverage for call volumes and operational excellence with a focus on customer service.
Strong leadership skills, analytical skills, and logical problem-solving skills
Passion for Customer Service
Excellent communication, organizational, and interpersonal skills
Strategy development and execution as it relates to the IT Service Desk team and operational model
Ability to effectively delegate operational tasks/work to allow for management level activities and responsibilities
Experience thinking critically about systems and workflow, and identifying needs for development
Attention to detail, organized and thorough, with desire for continuous improvement
The ability to meet deadlines and work well under pressure
Project management experience
Ability to handle multiple projects simultaneously, establishes priorities, work under time constraints and meet deadlines
Ability to work effectively in a high-paced, high pressure, dynamic environment
Policy and procedure development experience
Metrics gathering and reporting experience
Experience with Vendor management and contract negotiations
Working knowledge of ITIL processes, procedures and ITSM tools
Working knowledge of and ability to utilize Lean/CPI methods and tools
ITIL Certification under Preferred
At least three years supervisory/management experience preferred
Our Commitment to Diversity
We are proud to be an Equal Employment Opportunity (EEO) and Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) Employer. We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability (physical or mental), marital or veteran status, genetic information, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans. If due to a disability you need assistance/and or a reasonable accommodation during the application or recruiting process, please send a request to our Employee Services Center at email@example.com or by calling 206-667-4700.
At Fred Hutchinson Cancer Research Center, teams of world-renowned scientists and humanitarians work together to prevent, diagnose and treat cancer, HIV/AIDS and other diseases. Researchers are discovering new ways to detect cancers earlier, improve treatments, and learn how to prevent cancers from growing. Although Fred Hutchinson opened its doors in 1975, its history began about 20 years before that. In 1962 Fred Hutchinson envisioned a center devoted to studying cancer, a disease that took his brother’s life. Today Fred Hutchinson is contributing to the next waves of breakthrough treatments and prevention strategies. Fred Hutchinson collaborates with the Seattle Cancer Alliance, the National Cancer Institute, and the University of Washington.