IT Service Desk Manager

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