MANAGER, SERVICE DESK

UW MEDICINE IT SERVICES has an outstanding job opportunity for a Manager, Service Desk.

WORK SCHEDULE

100% FTE - 40 hours per week

Day Shift - UW MEDICINE ITS SERVICES CORE HOURS ARE 08:00 - 17:00 (PST), Monday-Friday

DEPARTMENT DESCRIPTION

UW Medicine IT Services (ITS) is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Medicine Primary Care (UWMPC), UW Physicians (UWP), UW School of Medicine (SOM), and Airlift Northwest (ALNW). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.

POSITION HIGHLIGHTS

HYBRID - Mostly remote, but requires on-site visits to our Medical Centers in Seattle, WA 1-2 days a month and as needed

Values-based work environment

Active departmental Equity, Diversity, and Inclusion Committee

15 days of vacation your first year - Also, 12 days of sick time, 1 personal holiday, and 11 paid holidays each year

100% matching, 100% immediately vesting 403(b)

PRIMARY JOB RESPONSIBILITIES

The Manager is responsible for the strategic direction and operational excellence of the UW Medicine IT Services Service Desk, a 24x7 operation. This role is crucial for ensuring exceptional IT support, optimizing service delivery, and driving innovation within the Service Desk.

Leadership and Team Management:

Lead and mentor a team of Supervisors, each with a team of Service Desk Analysts, in addition to consultants and support specialists, fostering a positive and collaborative team environment that promotes excellence and continuous improvement.

Own the Epic Clinical Service desk, including the vendor relationship and managing the KPIs. Own other key IT products to support the Service Desk and MIM processes, and managing those vendor relationships.

Implement and sustain robust processes and capabilities through continuous improvement of methods, metrics, tools, training, and communication. Manage assigned budgets and resources effectively. Leverage data analysis for informed decision-making and positive change.

Oversee the daily operations of the Service Desk, ensuring efficient and effective service delivery.

Operational Excellence:

Ensure the Service Desk operates 24/7 to support staff, manage the infrastructure and applications, and implement new solutions. Collaborate extensively with internal teams, external stakeholders, and vendors to ensure effective and efficient IT service delivery.

Drive the modernization of the Service Desk through the adoption of new technologies, automation, and innovative approaches to service delivery.

Champion the implementation of best practices and ServiceNow capabilities to optimize workflows and enhance efficiency. Drive the maturation of the incident and major incident processes.

Develop and implement strategies to improve user experience, satisfaction, and self-service capabilities.

Communication and Stakeholder Management:

Establish efficient workflows, communication channels, and problem-resolution processes. Engage with customers to ensure they understand and utilize the services provided by the IT Service Desk and IT Services.

Collaborate with service owners across UW Medicine to leverage the Service Desk as a shared service and ensure alignment with their needs.

Partner with leadership to drive continuous improvement initiatives for service delivery and support.

Incident Management and Major Incident Management:

Optimize fulfillment and incident response to reduce outages. Support the transition to a service-oriented organization by structuring and managing data within frameworks like the Common Service Data Model (CSDM).

Lead major incident management, including identifying and facilitating major incident triage calls and sending communications to end users.

Training and Development:

Develop, maintain, and train a full set of role-based curricula. Provide ongoing opportunities for staff to advance their skills and optimize their proficiency. Train, monitor, and coach Service Desk Analysts for best customer service.

Collaborate with projects and new services to effectively bring in new services to the Service Desk, establish Knowledge Base Articles.

REQUIREMENTS

Bachelor's degree Computer Science, Information Technology, Business Administration, or related field or equivalent combination of education/experience

6+ years of experience which should include:

Leadership: 4+ years of experience leading and managing technology or business teams, with demonstrated ability to influence in a matrix environment.

Technical Proficiency: 6+ years of progressive experience in systems analysis, implementation, and support, with expertise in hardware (printers, PCs, smartphones), software (Windows OS, desktop applications), and ITIL processes (certification required).

Communication & Collaboration: Excellent communication, interpersonal, and training skills, with the ability to convey complex information clearly to diverse audiences and foster strong partnerships.

Vendor Management: Demonstrated ability to work with vendors, manage vendor performance, and improve services.

Adaptability & Problem-Solving: Demonstrated ability to adapt to new technologies and organizational changes, solve problems creatively and analytically, and work effectively in ambiguous environments.

Customer Focus & Results Orientation: Proven customer service orientation, commitment to delivering high-quality results, and a history of successful project management.

Alignment with UW Medicine Values: Shares UW Medicine's commitment to improving public health through medical knowledge, patient care, and education.

ABOUT UW MEDICINE - WHERE YOUR IMPACT GOES FURTHER

UW Medicine is Washington's only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine's mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow's physicians, scientists and other health professionals.

All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest.

Become part of our team. Join our mission to make life healthier for everyone in our community.

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at or

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.