IS Operations Manager

Employee Type: Regular
Employment duration: Full time
Location: IS Office
Offer Relocation?: Yes
Job Code: 4200

Description

Supervises and ensures efficient operation and continuous improvement of customer-facing teams, including operational organization, leading rapid response teams, troubleshooting of critical issues, and ensuring customer satisfaction. Responsible for creation and maintenance of a continual improvement/service management quality process and maintaining quality measures, as well as performance against them. Responsible for the service desk from standard operating procedures and documentation to the ticketing system and ensuring its optimization as a customer support and reporting tool. Develops policies and procedures to support the operations group and its objectives and acts as an interface to senior management. Is the single-source of responsibility for the customer experience with IS for the organization.

About YVFWC

Yakima Valley Farm Workers Clinic serves over 120,000 people across 27 clinics and programs in two states. We have expanded medical care to include dental, orthodontia, nutritional counseling, autism screening, and behavioral health. We also offer community programs that offer assistance with employment and training, afterschool education, rental and shelter assistance, energy assistance, weatherization, HIV and AIDS counseling and testing, home visits, tobacco cessation, and three mobile medical/dental clinics.

Working at YVFWC

Working at Farm Workers Clinic means being the passionate champion for those who have no voice. It means having the opportunity to work with underserved populations and with peers committed to the same work.

At Farm Workers Clinic:

• We will consistently TRUST one another to work for the common good.
• We will foster INTEGRITY by demonstrating ethical behavior and insisting on doing what we say we will do.
• We will demonstrate TRANSPARENCY by being candid and truthful no matter the risk.
• We will create PARTNERSHIPS to strengthen ourselves and our community.
• We will fight for JUST TREATMENT for all individuals.
• We will let JOY in.
• We have the COURAGE to be an agent of change and refuse anything short of excellence.

The Pacific Northwest

Working at Farm Workers Clinic means living in the beautiful Pacific Northwest. You will have the opportunity enjoy spectacular wilderness areas, scenic ocean beaches and crystal-clear lakes and rivers. Because of the Cascade mountain range, the Northwest has two distinct climates: The west side is lush and green. Eastern Washington and Oregon, shielded from the rain-filled clouds by the high mountains, tend to be sunny and arid.

The two climates enable farms and orchards to produce a bounty of different fruits, berries and vegetables. And with 22 appellations, Washington and Oregon are also celebrated for their world-class wines.

No matter where you live in the Pacific Northwest, you will be within an easy drive to a thriving metropolitan area, offering fine shopping, theatres, museums and galleries. The area also boasts progressive public and private schools and world-class universities.

Our mission celebrates diversity. We are committed to equal opportunity employment.

QUALIFICATIONS:

• Education: Bachelor's Degree in Computer Science or related field or a commensurate combination of education and experience. ITIL Service Manager Certification highly desirable.
• Experience: Minimum of five years progressively responsible management and supervision of IT/IS operations and staff. Experience in healthcare IT highly desirable.
• Licenses/Certificates/Registration: Current Washington State driver's license and proof of automobile liability insurance coverage.
• Knowledge/Skills/Abilities Required: Ability to work independently. Solid relationship management and performance management skills. Ability to work with both professional and clerical staff in a positive and constructive manner to answer questions and assist in implementing new procedures and corrective action. Strong background in IT/IS services with an emphasis on service desk management. Proven ability to build and implement a solid service desk program. Ability to write procedures and instructions in a clear, logical sequence. Ability to logically analyze problems, drive to root cause analysis, and manage a rapid response team. Ability to communicate effectively both verbally and in writing to senior management and write reports appropriate to the audience intended. Ability to work well and manage in a team environment. Proven ability to lead and manage to the ITIL (or similar) service framework. Proven ability to employ strong project management skills and abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Extensive experience in high-volume support environments, particularly application support. Exceptional customer service orientation.

Apply Here

PI93487201