Fred Hutchinson Cancer Center is an independent, nonprofit organization providing adult cancer treatment and groundbreaking research focused on cancer and infectious diseases. Based in Seattle, Fred Hutch is the only National Cancer Institute-designated cancer center in Washington.
With a track record of global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy and COVID-19 vaccines, Fred Hutch has earned a reputation as one of the world’s leading cancer, infectious disease and biomedical research centers. Fred Hutch operates eight clinical care sites that provide medical oncology, infusion, radiation, proton therapy and related services, and network affiliations with hospitals in five states. Together, our fully integrated research and clinical care teams seek to discover new cures to the world’s deadliest diseases and make life beyond cancer a reality.
At Fred Hutch we value collaboration, compassion, determination, excellence, innovation, integrity and respect. These values are grounded in and expressed through the principles of diversity, equity and inclusion. Our mission is directly tied to the humanity, dignity and inherent value of each employee, patient, community member and supporter. Our commitment to learning across our differences and similarities make us stronger. We seek employees who bring different and innovative ways of seeing the world and solving problems. Fred Hutch is in pursuit of becoming an anti-racist organization. We are committed to ensuring that all candidates hired share our commitment to diversity, anti-racism and inclusion.
The IT Operations Supervisor oversees a team of Service Desk Engineers and is responsible for the installation, implementation, administration, and support of desktop PC’s, printers, mobile devices, pagers, and all related endpoint hardware and software on Fred Hutch-owned computer endpoints. The IT Operations Supervisor uses a combination of technical knowledge, coaching, mentoring and influence to deliver exceptional technical support and customer service. The IT Operations Supervisor works closely with all IT teams to understand the overall support strategy and direction for the Service Desk, while still being able to work independently, and partner with other Information Systems teams to achieve high quality service delivery. The IT Operations Supervisor ensures the timely and effective resolution of service disruptions and service requests; serves as an escalation point for customer and technical issues, conflict resolution, and clarification of processes. The IT Operations Supervisor is collaborative and a highly skilled IT professional with extensive endpoint support and customer service experience and possesses a strong work ethic and attention to detail.
Job Responsibilities & Professional Skills
Serve as technical sponsor Service Desk projects, providing project oversight and ensuring the project meets its stated objectives and deliverables.
Provide overall leadership and vision; show ability to influence, coach, and motivate staff and teams.
Manage day-to-day operations and staff, including vendors and contractors when necessary.
Make hiring and termination decisions; write personnel evaluations and conduct regular reviews.
Develop and mentor the team’s technical, communication, and professional skills.
Develop and maintain healthy partnerships with IT leadership and staff, Research IT, and customers (Fred Hutch staff).
Resolve unusual or escalated customer service and technical issues.
Involved in the research, assessment, and purchase of hardware and the tracking of hardware, software, and licenses, as necessary.
Manage incident management and communications to the organization.
Partner with other IT groups to transition operational duties to Service Desk where appropriate to maximize service expediency to customers.
Participate in 24/7 on-call rotations.
Manage coverage of Service Desk Engineering teams to ensure timely resolutions and meet or exceed customer service expectations
Create, maintain and/or contribute to the definition of Service Catalogue items.
Design and deliver formal and informal presentations on a variety of technical topics throughout the organization to a variety of audiences with various technical levels.
Participate in efforts to improve processes and meet strategic goals, both within the team and across multi-disciplinary groups.
Support and develop departmental processes, such as change management, incident management or problem management.
Demonstrate excellent collaboration and relationship building skills to help drive positive outcomes throughout the organization.
Ability to work and lead in a rapidly changing and expanding environment while keeping long term goals in sight.
Ability to complete multiple tasks, set priorities, and manage to critical deadlines.
Ability to discuss technical information coherently with all technical levels of staff and leadership.
Attention to detail; thoroughness.
Must exercise a high degree of discretion and judgment when dealing with team, customers, vendors, and other Fred Hutchinson Cancer Center staff.
Promote a positive and safe work environment.
Other duties as assigned.
Associate Degree in related field; or equivalent work experience.
Five-plus years of experience supporting IT systems with increasing responsibilities.
Three-plus years of experience managing staff preferred, including both performance management and mentoring.
Expert analytical troubleshooting and problem-solving skills.
Strong knowledge of Windows and Apple endpoints and common business software and endpoint management systems at the Enterprise level.
Demonstrated ability to work cooperatively and establish positive working relationships with cross-functional teams.
Demonstrated ability to collaborate, build relationships and drive positive change throughout the Enterprise
Experience in hiring, directing, and reviewing subordinate work preferred.
Reliable self-starter, who can effectively work independently or in teams.
Strong organizational, interpersonal, written, and verbal communication and presentation skills.
Competent use of desktop applications (e.g., Microsoft Office, Project, and Visio).
This position is patient facing and/or requires access to Fred Hutch clinical facilities. As such, full COVID-19 vaccination is required as a condition of employment, without exception. Booster doses are strongly recommended but not required. If declining a booster, completion of the COVID-19 Vaccination Status Form Questionnaire and COVID-19 Booster Declination Training is required. Because of our immunocompromised patient population, there are no medical or religious accommodations available for any employee who is patient facing and/or requires access to Fred Hutch clinical facilities. Only employees whose positions are fully remote, who are not patient facing and/or require no access to clinical facilities, may apply for medical or religious accommodations. As a condition of employment, newly hired employees must provide proof of vaccination before their first day of employment.
A statement describing your commitment and contributions toward greater diversity, equity, inclusion, and antiracism in your career or that will be made through your work at Fred Hutch is requested of all finalists.