Cures Start Here. At Fred Hutchinson Cancer Research Center, home to three Nobel laureates, interdisciplinary teams of world-renowned scientists seek new and innovative ways to prevent, diagnose and treat cancer, HIV/AIDS and other life-threatening diseases. Fred Hutch’s pioneering work in bone marrow transplantation led to the development of immunotherapy, which harnesses the power of the immune system to treat cancer. An independent, nonprofit research institute based in Seattle, Fred Hutch houses the nation’s first and largest cancer prevention research program, as well as the clinical coordinating center of the Women’s Health Initiative and the international headquarters of the HIV Vaccine Trials Network. Careers Start Here.
This position reports to the Shared Resources (“SR”) Director of Operations and is responsible for providing functional IT support to each of the SR Core facilities and SR Administration team.
The SR IT Operations Manager oversees the SR Help Desk team to ensure timely and effective resolution of incidents and service requests; acting as an escalation point for customer and technical issues, conflict resolution and clarification of processes. Ensures Service Level Agreements (SLA) are met. Additionally, the SR IT Operations Manager has extensive endpoint support and customer service experience, possesses a strong work ethic and attention to detail. This role is effectively manages the SR Helpdesk team who supports installation, implementation, administration and support of user desktop, laptops, tablets, mobile devices, printers and all related endpoint hardware and software for SR user community.
This SR IT Operations Manager is expected to learn the IT functional and business processes at a detailed level and leverage this knowledge when gathering and documenting business requirements from users, designing business processes, creating application specifications and serving as a liaison between the core/business stakeholders and various technical groups (inside and outside SR). From time to time, there may be resource constraints when this role will engage outside Project Management services and act as a key stakeholder and project liaison/spokesperson to ensure successful execution of SR projects.