Job description
OneOncology is positioning community oncologists to drive the future of cancer care through a patient-centric, physician-driven, and technology-powered model to help improve the lives of everyone living with cancer. Our team is bringing together leaders to the market place to help drive OneOncology’s mission and vision.
Why join us? This is an exciting time to join OneOncology. Our values-driven culture reflects our startup enthusiasm supported by industry leaders in oncology, technology, and finance. We are looking for talented and highly-motivated individuals who demonstrate a natural desire to improve and build new processes that support the meaningful work of community oncologists and the patients they serve.
Job Description:
The Service Desk at OneOncology serves as the point of contact for all issues related to technology. The Director of IT Operations is responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, and serves as the communication channel between customers and the Technology organization. In addition, the Director of IT Operations is also responsible for representing the IT Operations team to other stakeholders and helping ensure the IT Manager, Network Engineer, Technicians and Service desk are constantly developing and improving.
Responsibilities
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Management of the day-to-day operations of the OneOncology Network Engineer, IT Manager, Endpoint Techs and the Service Desk team. This includes, but is not limited to, trouble ticket resolution, customer service and response times.
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Supervision of the operations team’s day-to-day performance, including but not limited to providing guidance and assistance in work assignments and determining appropriate work priorities.
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Align and design network infrastructure with Sr Network Engineer.
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Trouble-shoot with management, resolve and escalate customer issues, for which Service Desk Professionals and Specialists are unable to resolve
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Provide feedback and updates to leadership (and other appropriate Teammates) through to resolution of such enterprise-wide issues
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Ensures service support processes, procedures, SLA’s, performance metrics and service quality align with and exceed customer expectations.
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Defines and agrees with business on SLA targets and reports quality metrics to management on a regular basis.
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Partners with Product Owners to ensure root cause analyses and elimination of service disruptions
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Plan, Test, and Implement platform upgrades in partnership with Product Owners.
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Define and implement continuous improvements to the service platform while identifying opportunities to leverage automation.
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Create standards and procedures to support service desk platform and processes.
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Build and maintain KPI measurements and reports to monitor service desk performance
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Applies ITSM frameworks, methodologies, and standards holistically in the context of OneOncology’s strategic vision and culture
Key Competencies
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Proven experience with IT Service Management transformation and continuous improvement initiatives
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The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team
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Knowledge and understanding of best practices for service management.
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An ability to think critically about systems and make adjustments as needed
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Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process
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Proven experience of change management and the ability to qualitatively introduce updates to the technology operating environment
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Responsible for oversight of the purchasing and inventory of all IT assets for OneOncology and affiliates
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Strong communication skills, including the ability to be influential and persuasive with stakeholders.
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An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the Service Desk
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An ability to recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low
Qualifications
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Bachelor Degree
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7 years of recent experience in technology, Tiers 1-4 and Networking
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Healthcare related experience a plus
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ServiceNow experience required
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5 years of leadership/management experience
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ITIL certifications a plus
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Occasional travel
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