Help Desk Manager (full-time, Days)

Notes:
As an employee you will enjoy generous benefits and work/life programs.

For detailed information on Benefits for this position, click here.

The Department of Laboratory Medicine and Pathology serves as a regional resource for clinical laboratory services required for patient care, research and educational programs in laboratory medicine and pathology.

The department now employs 900 people who work at the award-winning University of Washington Medical Center, Harborview Medical Center and many other clinical and research facilities in the area.

The University of Washington (UW) is proud to be one of the nation’s premier educational and research institutions.

Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service.

Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement and natural beauty.
UW Medicine’s Laboratory Medicine and Pathology (DLMP) has an outstanding opportunity for a DLMP Help Desk Manager.

Under the direction of the Associate Director, the Service Desk Manager schedules, trains, establish performance standards, and provides technical guidance to Service Desk staff, and oversees the day-to-day activities of the Service Desk to establish and coordinate the efficient and effective operations of the Service Desk for the Department.

The Service Desk Manager will have oversight to manage and develop processes and procedures for staff to follow to troubleshoot, diagnose, and resolve problems with desktop computer hardware, related operating systems, application software, PC-level network functionality, and computer peripherals for departmental users and customers; assists departmental employees and customers with questions and problems related to a variety of desktop computer application software and provides instruction on software and hardware capabilities; and performs routine maintenance and repairs on desktop computers and computer peripherals, including replacement parts.
RESPONSIBILITIES
Plans, assigns, and directs work

Documenting and gaining approval for all service desk support procedures and system documentation

Back-up assisting team members in answering calls, addressing service or escalation issues, and applying independent decision making to resolve problems or escalate problems to Associate Director or designee.

Develops regular reports on help desk contacts

Ensures that service levels are met

Identifies trends and makes recommendations for service improvements

Provides budgetary recommendations to management for service growth and/or improvement.

Creates operating procedures and practices for the department Service Desk

Establish and enforce Service Desk service catalog and associated service level agreements in consultation with end users to establish problem resolution expectations and timeframes.

Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Collaborate across the department to identify and/or procure Service Desk software for internal staff and external clients.

Provide oversight, or management of, Service Desk projects.

May also manage other department-wide projects or phases of projects.

Ensures that desktop computer and software inventory is accurate and up-to-date.

Ensures that Service Desk staff is accurately reporting their calls and time in the Service Desk software.

Tests equipment; creates, tests and maintains operating system images; installs and configures software; integrates products with the network as needed and in coordination with responsible Division staff, completes hardware and software registrations as required

Sets up and maintains network user accounts, file system security, restores user data from backup systems, and troubleshoots network connectivity under the direction of the Network Engineer.

Provides instructions to new and existing employees on features, capabilities, and policies of systems used and assists employees with utilizing application software to meet their needs.

Develops required user documentation to support this function.

May include teaching of classes

Work with Divisional Leadership to define Performance Metrics and Key Performance Indicators (KPI) for the Service Desk Team.

Based on KPI and staff input, work on continuous process improvement utilizing Lean, Six Sigma, or similar disciplines.
REQUIREMENTS
Bachelor’s Degree in Medical Technology, Computer Science, Information Technology, Biology or related field, AND four to five years demonstrated progressive experience in the supervision of a technical support team.
An equivalent combination of education and experience may substitute for stated requirements.

DEPARTMENT REQUIREMENTS

Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.

Solid relationship management and performance management skills.

Ability to motivate and direct staff members and subordinates.

Exceptional written and oral communication skills.

Exceptional interpersonal skills, with a focus on listening and questioning skills.

Strong documentation skills.

Exceptional customer service orientation.
DESIRED

Certifications: Microsoft Windows 10, Microsoft Managing Modern Desktops and ITIL.

Experience with Microsoft SCCM, SCOM and Active Directory.

Comprehensive and up-to-date knowledge of Windows and Macintosh operating systems.

Knowledge of PC networks and data communication concepts, preferably in a Windows environment with Active Directory.

Proven, successful collaboration in a multi-site academic health system would be valuable for a successful candidate.
An equivalent combination of education and experience may substitute for stated requirements.

UW Medicine includes Harborview Medical Center, UW Medical Center
– Montlake, UW Medical Center
– Northwest, Valley Medical Center, UW Neighborhood Clinics, UW Physicians, UW School of Medicine, and Airlift Northwest.

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.

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 a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.

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 206-543-6450 or dso@uw.edu.
COVID-19 VACCINATION REQUIREMENT

Governor Inslee’s Proclamation 21-14.2 requires employees of higher education and healthcare institutions to be fully vaccinated against COVID-19 unless a medical or religious exemption is approved.

Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen.

As a condition of employment, newly hired employees will be required to provide proof of their COVID-19 vaccination.

View the Final candidate guide to COVID-19 vaccination requirement webpage for information about the medical or religious exemption process for final candidates.