Overview

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 daily staffing schedules ensuring adequate coverage for phone, runner, and level 3 technical support. Uses a combination of technical knowledge, coaching, mentoring, and influence to deliver exceptional technical support and customer service. 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. Ensures the timely and effective resolution of service disruptions and service requests; and serves as an escalation point for customer and technical issues, conflict resolution, and clarification of processes.

Responsibilities

• Scheduling coordination, serves as the Air Traffic Controller, ensuring staff are assigned as needed.
• Monitor day-to-day operations, monitor metrics, and recommend actionable improvements when necessary.
• Create and monitor standard work and knowledge base articles.
• Coordinate internal communications and external Service Desk-related communications.
• Review new requests for Service Desk operational support and ensure appropriate training and documentation have been provided.
• Provide overall leadership and vision; show ability to influence, coach, and motivate staff and teams.
• 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.
• Other duties as assigned.

Qualifications

Required:

• Associates degree in a related field, or equivalent combination of education and experience.
• Minimum 5 years of experience supporting IT systems with increasing responsibilities. Experience managing staff preferred, to include performance management and mentoring.
• Must exercise a high degree of discretion and judgment when dealing with the team, customers, vendors, and other Fred Hutchinson Cancer Center staff.
• 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.
• Promote a positive and safe work environment.
• 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.
• Strong organizational, interpersonal, written, and verbal communication and presentation skills.
• Competent use of desktop applications (e.g., Microsoft Office, Project, and Visio).

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.

The annual base salary range for this position is from $88,670.40 to $132,974.40 and pay offered will be based on experience and qualifications.

Fred Hutchinson Cancer Center offers employees a comprehensive benefits package designed to enhance health, well-being, and financial security. Benefits include medical/vision, dental, flexible spending accounts, life, disability, retirement, family life support, employee assistance program, onsite health clinic, tuition reimbursement, paid vacation (12-22 days per year), paid sick leave (12-25 days per year), paid holidays (13 days per year), paid parental leave (up to 4 weeks), and partially paid sabbatical leave (up to 6 months).

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 Human Resources at hrops@fredhutch.org or by calling 206-667-4700.