Salary is commensurate with education and experience.
UW Medicine's IT Services department is looking for an outstanding End Device Support Operations Supervisor to join the team!
What are we looking for?
Patients Are First focus
Customer service mindset
Interpersonal skills and teamwork
Adaptability and flexibility
What are the perks?
Medical insurance at reasonable rates with TEN plans to choose from!
Dental Insurance at no cost to you OR your dependentsAND we have three plans for you to choose from!
10 paid holidays annually!
1 personal holiday every year!
Generous amounts of vacation and sick leave that you can feel good about taking (more than 5 work weeks in your first year) !
TWO Retirement plans to choose from one even matches 100% of your contributions with immediate vesting!
Voluntary Investment program to save more towards your retirement!
Deferred Compensation program to save even MORE towards your retirement!
Flexible Spending Account...Tax Exempt!
Dependent Care Assistance program!
On-site Childcare Centers!
Long Term Disability insurance!
Life and Accidental Death and Dismemberment insurance!
U-PASS transportation program and discounted parkingPRE-TAX!
Tuition Exemption program at the UW (and other colleges around the state)!
Housing resources and home buying options!
Auto, home, renter, and boat group insurance!
Valuable membership and merchandise discounts!
Federal student loan forgiveness under the Public Service Loan Forgiveness (PSLF) program!
For all of the specific details on these benefits and more, please visit click here.
And now for some of the "official" language:
The End Device Support Operations Supervisor provides customer support to ensure a highly available, highly secure, highly reliable, easy to use distributed production computing environment. This position supports an environment comprised of network of distributed hosts, enterprise level servers, departmental servers and client end user devices. This position promotes the implementation of UW Medicine IT Services' strategy, focusing on standard technologies and providing the user community (including remote affiliates) with well-supported services and tools consistent with the standards and guidelines within University of Washington Medicine.
Under the general guidance of the Manager, End Device Support, this position is responsible for providing professional leadership in supporting end-computing devices within University of Washington Medicine. The supervisor is responsible for leadership encompassing design and implementation of user management and support processes, and manages ticket queues and staff engaged in resolving end device issues. The supervisor is expected to involve the necessary resources, and to resolve and appropriately complete service desk tickets. The position is also responsible for ensuring that the teams have process documents, support procedures, documentation and necessary resources to accomplish their functions.
This position will provide leadership, mentorship, and supervise staff who perform technical analysis on client systems, adapt and integrate existing software and hardware systems within University of Washington Medicine. This position will assist in the management and scheduling the on-call schedule in support of a 24-hour/7 day production environment. This position will assist in the scheduling of technical activities. The position will work with departmental IS staff to train them and their clients in Medical Center standard systems. This position must be able to work independently and within a team environment.
The incumbent will be responsible for interpreting requirements to develop and implement IT business solutions in a 24 X 7 Healthcare enterprise. The incumbent must provide scalable enterprise solutions which are easily deliverable across multiple computing platforms, departments and University affiliates. Because of the complexity of the environments the solutions must well thought out, tested, and capable of being supported by local support staff. The solutions must followed best practices, and established standards. In addition the incumbent will direct daily team activity in addition to working with peer positions across UW Medicine to establish standardized approaches to technology. Provides administrative supervision over a team of 9 technical staff, including responsibility for approving time reports and leave requests, recommendations regarding hiring, promotions, salary adjustments, terminations, assignment of work and reviewing work. Will also mentor other team members in research and problem solving.
Personnel Management (30%)
Supervise staff engaged in operational activities involving analyzing, installing, configuring, maintaining and troubleshooting workstations, system software, drivers, and thin clients in support of UW Medicine systems, departments and individual users.
Provide coaching on functional and technical expertise to staff. Prepare, conduct and sign-off on staff performance evaluations.
Provide leadership over staff who own, troubleshoot, and resolve issues escalated from Helpdesk, to resolve customer problems and derive high user satisfaction.
Manage a team support queue.
Drive self and team to achieve rapid and accurate resolution to customer issues.
Assist Manager in the compilation of team performance metrics. Establish and publish on a recurring basis all support incident tracking-related metrics, and provide metric analysis to derive process improvements.
Customer Engagement / Support (30%)
Ensure the installation and support of ITS standard end computing device hardware and software.
Guide support of networked and stand-alone peripherals (printers, scanners, PDAs).
Provide consultation to other support team members, IT Services project teams and the general Medical Center user community. Establish and maintain excellent relationships with IT Services and customers.
Actively manage user relationships to analyze, plan, prioritize and follow up project work and systems requests. Evaluate and implement user requests. Follow up with users and management to confirm that work has been performed as expected.
Ensure that production systems operate accurately, reliably and efficiently.
Research and analyze capacity planning, system performance, utilization and plan improvement measures.
Support IT Services standards for infrastructure.
Ensure that procedures are followed to ensure the security and integrity of data and software.
Assist in the development of strategies for hardware and software architectures and strategies to ensure their applicability to Medical Center needs.
Participate in research, planning, evaluation and implementation of UW Medicine technical strategies.
Provide consultation to users on purchase of hardware and software.
Assist in the planning, design and implementation of business resumption procedures and practices.
Submit and track purchase requests to maintain operational hardware/software inventory.
Assist Manager in facilitation of the Technical Users Group. Work with TUG members to understand their needs, promote the use of UW Medicine standards and the use of UW Medicine IT Services enterprise services.
Process/Project Management (5%)
Manage projects, project support, and vendor relationships as needed.
Vendor Management (5%)
Work with selected software and hardware vendors to provide user functionality in a manner consistent with UW Medicine standards, policies and practices.
What you'll bring to the table: (minimum requirements)
Bachelor's degree in Computer Science or Business or related field or equivalent combination of education/experience.
5+ years experience must include the following:
5+ years progressively responsible experience in analysis, installation, configuration, maintenance and troubleshooting of workstations, system software, drivers, and thin clients in support of end user computing devices.
Experience in supervision of staff responsible for installing and troubleshooting IT Services standard Windows operation systems.
Experience in supporting Microsoft suite of application software.
Knowledge of local and wide area networks technologies.
Knowledge of network protocols such as Packet Drivers, ODI, TCP/IP, IPX/SPX, and SNMP.
Experience developing and implementing distributed network file sharing and print services.
Demonstrated experience working with hardware and software vendors.
Demonstrated experience supporting systems utilizing SQL, Exchange, and Windows Terminal Server.
Ideally, you'll also have: (desired skills and experience)
Healthcare industry experience.
Proficiency using computer-based productivity tools.
Experience in the use of remote desktop management tools such as SUS and SMS. What are some of the other tidbits that you might want to know?
The technical environment is highly complex and vital to the success of the UW Medicine mission.
Daily response to customer demands and imposed deadlines is required.
UW Medicine IT Services responds on a 24 x 7 basis, to maintain operational performance at 99.9%.
The ability to prioritize and manage time wisely is necessary when responding to questions and conditions immediately.
Requires participation in on-call rotation.
Requires the ability to frequently and efficiently travel to off-site locations to meet time-sensitive customer needs.
Requires ability to lift and transport equipment of up to 50 lbs.
Valid Washington State Driver's license and clean driving record due to the necessity of transporting University owned assets.
Ability to communicate clearly in English, both verbally and in writing.
Appointment to this position will be contingent upon successful completion of criminal background and reference checks.
This posting may not include the complete description for the role.
The application process for UW Medicine positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process (i.e. Work Authorization, Criminal Conviction History, Cover Letter and/or others). Any assessments that you need to complete will appear on your screen as soon as you select Apply to this position. Once you begin applying for a position, all assessments must be completed at that time. Please note that your application shows up in our system as ready to review regardless of whether or not all assessments have been completed. If the assigned Recruiter happens to review applications prior to all of your assessments being completed, there is a chance you could be 'Not Selected' due to an incomplete application. For this reason, we strongly encourage all applicants to ensure there is plenty of time to complete all of the assessments prior to clicking on Apply to this position.
Who are we and what do we do? UW Medicine's mission is to improve the health of the public by advancing medical knowledge, to provide outstanding primary and specialty care to the people of the region, and to prepare tomorrow's physicians, scientists and other health professionals. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.
UW Medicine's Information Technology Services (ITS) department is a shared services organization that supports ALL of UW Medicine! UW Medicine is comprised of Harborview Medical Center, Northwest Hospital & Medical Center, Valley Medical Center, UW Medical Center, UW Neighborhood Clinics, UW Physicians, UW School of Medicine and Airlift Northwest. In addition, UW Medicine shares in the ownership and governance of Children's University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children's). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.
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 / 206-543-6452 (tty) or click here to send an email.
The University of Washington is a leader in environmental stewardship and sustainability, and committed to becoming climate neutral. #monster
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergra...duate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.