The IT Service Desk Supervisor oversees the daily operations of the service desk team, ensuring timely and effective resolution of technical issues for employees and customers. This role combines leadership, process management, and technical expertise to maintain high-quality IT support services and continuous improvement across the department.

This role will have the opportunity to work partially at our campus and remotely. Evening and/or weekend work may occasionally be required.

• Supervise, mentor, and develop service desk staff (Tier 1 and Tier 2 technicians).
• On a rotation basis, provide 24/7 on-call support.
• Manage workload distribution, ticket assignments, and staff scheduling.
• Ensure compliance with service-level agreements (SLAs) and performance metrics.
• Monitor help desk systems and workflows to identify trends and address recurring issues.
• Collaborate with IT leadership to improve support processes, documentation, and training.
• Provide technical guidance and act as an escalation point for complex issues.
• Generate operational reports detailing ticket statistics, resolution times, and service quality.
• Coordinate with other IT teams (infrastructure, applications, and cybersecurity) on cross-functional incidents.
• Drive customer satisfaction through professionalism, responsiveness, and communication best practices.

MINIMUM QUALIFICATIONS:

• Associate degree in related field required or a minimum of 5 years of increasing levels of experience in the technology field with at least 3 years’ experience working as a supervisor or team lead.
• Minimum 3 years as a Lead on a full-service IT Service Desk; minimum 5 years as a full-service IT Service Desk technician.
• Extensive knowledge surrounding client-side hardware and peripherals.

PREFERRED QUALIFICATIONS:

• Strong understanding of ITIL principles, ticketing systems (e.g., ServiceNow, Jira Service Management), and remote support tools.
• Excellent problem-solving, communication, and leadership skills.
• Ability to manage competing priorities in a fast-paced environment.
• Certifications such as CompTIA A+, Network+, or ITIL Foundation preferred.

The annual base salary range for this position is from $93,163 to $139,714, and pay offered will be based on experience and qualifications.

This role will have the opportunity to work partially at our campus and remotely. Evening and/or weekend work may occasionally be required.

Although Fred Hutch is not sponsoring most H-1B visas at this time, candidates who already hold an H-1B sponsored by another organization and are currently in the U.S. may be eligible for this position.Fred Hutchinson Cancer Center offers employees a comprehensive benefits package designed to enhance health, well-being, and financial security. Benefits include medical/vision, dental, flexible spending accounts, life, disability, retirement, family life support, employee assistance program, onsite health clinic, tuition reimbursement, paid vacation (12-22 days per year), paid sick leave (12-25 days per year), paid holidays (13 days per year), and paid parental leave (up to 4 weeks).