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IT Operations Manager

IT Operations Manager

Job ID 
Regular Full-Time
Fred Hutchinson Cancer Research Center
Information Technology

More information about this job


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.



  • Serve as technical sponsor for selected projects, providing project oversight and ensuring each project meets its stated objectives and deliverables.
    • Manage multiple projects accurately and efficiently
    • Define functional requirements and analyze and document relevant business processes
    • Develop new processes with test plans, test cases and scenarios and documentation of results
    • Assess current system configuration and conduct needs assessments and gap analysis to develop specifications for enhancements, modifications and/or additions to existing system functionality
    • Test, implement and document application changes and upgrades to meet business needs.
    • Conduct User Acceptance Testing
    • Provide training and knowledge transfer when applicable
    • Provide recommendations for process improvements as it applies to interfaces or customizatio
  • Provide overall leadership and vision to the team
    • Manage day-to-day operations, staff, including vendors and contractors
    • Develop, mentor and coach team members
    • Build scalable team to meet future growth (possibilities include: SR share-point, SR website, CCSG administration, publications tracking, SR data warehouse, etc.)
    • Build and maintain strong partnerships with Core Directors, customers, leadership teams, divisions and other departments
    • Build presentation materials and participate in monthly, quarterly business reviews to senior leadership and other stakeholders
    • Attend Center IT meetings to stay informed and represent SRs IT issues
    • Manage Help Desk Incident tracking software (Cherwell) and develop and maintain operational, management, and ad-hoc reports and programs, as needed
    • Provide training and knowledge transfer when applicable
  • Manage day-to-day operations, staff, including vendors and contractors
    • Oversee the research, assessment and purchase of user hardware, software and licenses
    • Support Core Directors and SR Administration in the requisitioning of Capital Instruments and Maintenance Contracts
    • Ensure asset inventory listings for each core and SR Admin are complete and accurate
    • Work with SR and CIT staff to review documentation for all system process to facilitate adoption by end-user community
    • Follow documented procedures for configuring, maintaining, upgrading and testing the application/reports/interfaces
    • Administer end-user security processes for the SRs
  • Provide desktop support and other duties when desktop help is not available





  • Bachelor’s Degree in Information Technology, Computer Science, Engineering or other related field; or equivalent work experience.  MBA a plus.
  • 5 years’ experience managing staff including both performance management and mentoring
  • Demonstrated leadership abilities in a team environment with a proven record of positive contributions to the work of the team/project
  • 7+ years of IT business analysis/Application Analysis experience managing Enterprise applications; in a research or healthcare institution preferred.  Experience integrating with PeopleSoft helpful.
  • Proven ability to work with business stakeholders to elicit, analyze, communicate, document and validate systems requirements both functional and non-functional.
  • Experience using SharePoint for document and records management, workflows and metadata management
  • Ability to develop and execute test cases
  • Strong organizational, analytical, problem solving and communication skill
  • Ability to understand users’ requirements and write technical specifications
  • Ability to communicate clearly with stakeholders in a timely manner both in writing and verbally.  Transferring knowledge in a manner that is understood by the non-IT customer.
  • Ability to identify and define problems, collect data, establish facts and draw valid conclusions
  • Ability to work in a team environment, with significant day to day contact with user groups, internal developers, external developers, Center IT departments, and consultants
  • Ability to identify when expertise or knowledge is needed from others
  • Computer literacy with databases, word processing, spreadsheets and all software included in Microsoft Office including Visio
  • ITIL foundation certified desired

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