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IT Solutions Desk Manager (ITP-A, Exempt)

City of Seattle - Seattle Information Technology Department
Seattle, WA Full-time
Posted on November 27, 2019

IT Solutions Desk Manager (ITP-A, Exempt)

Salary: $46.81 - $70.21 Hourly
Location: Seattle, WA
Job Type: Civil Service Exempt, Regular, Full-time
Department: Seattle Information Technology
Job Number: 2019-02020
Closing: 12/10/2019 4:00 PM Pacific

Position Description

DEPARTMENT OVERVIEW:
Seattle Information Technology (ITD) is recruiting qualified candidates to fill the position of Solutions Desk Manager with the Frontline Services Division.
 
As a city, Seattle is known as a progressive leader in technology, innovation and the environment.  As an employer, the City of Seattle is leading local government in environmental stewardship and social justice amongst other things, making our City what it is today and shaping our exciting future.  The organization's workforce plays a critical role in making this possible.
 
Seattle IT is the technology backbone of the City of Seattle's complex operations and its ability to deliver a wide array of services for the residents of Seattle.  The 700+ strong professionals in Seattle IT are involved in the full spectrum of a modern IT enterprise offering many dynamic career opportunities.  Our vision is simple: be a Best-In-Class Digital Services Delivery Team and set best practices for others to follow.

Job Responsibilities

Position Overview & Description:
The IT Solutions Desk Manager is part of Seattle IT's Frontline Digital Services Division (FDS). This division is responsible for multiple aspects of IT service delivery to City of Seattle employees and the public. The City of Seattle is composed of more than 30 distinct lines of business, including the Office of the Mayor, the Seattle Police Department, Seattle Fire Department, Seattle City Light, Seattle Public Utilities, Department of Transportation, and Parks and Recreation. The City of Seattle employs over 13,000 staff who use over 16,000 technology devices in the course of performing their work.
 
The Solutions Desk provides a first point-of-contact for all City employees to report technical incidents, request services, and ask questions about technology. Employees contact the Solution Desk via phone, email, and the Service Hub service management system. The Solution Desk is responsible for resolving Tier 1 technical incidents within published time periods, for fulfilling assigned service requests, and for escalating more complex matters to appropriate technical teams across the department.
 
The Solutions Desk Manager oversees the work of three supervisors and 24 union-represented FTE, including staff who provide after-hours support at nights and on weekends.
 
The Solutions Desk Manager is a member of the FDS management team, which also includes managers of Client Device Support, IT Lifecycle Management, IT Asset Management, IT Service Management, Public Engagement Services, Customer Engagement Applications, and Seattle Channel teams. The Manager also works with service managers and staff in other Seattle IT divisions, including Technology Infrastructure and Business Applications, and represents the FDS division by participating in projects related to process improvement, organizational performance management, IT service management (ITSM), and employee talent development.

Key Responsibilities/Accountabilities:

  • Provide overall management of the IT Solution Desk and its personnel, including establishing and monitoring the performance of personnel, developing training programs, setting team objectives and meeting key performance indicators.
  • Support Solution Desk supervisors in directing the work of the Solution Desk Analysts, including ensuring proper shift coverage, training levels, support resources, and professional development opportunities.
  • Advocate to departmental leadership for Solution Desk staff to ensure they have the resources and organizational support they need to meet performance expectations and enjoy a high degree of job satisfaction.
  • Promote and maintain a culture of continuous process improvement, learning, and client-focused service.
  • Intervene as needed to help resolve complex cross-functional and cross-team technical issues, disputes, and communication challenges.
  • Play a leadership role, as necessary, in Major Incident Response activities, After-Action Reviews, Problem Management, Change Management, and other ITSM processes.
  • Establish and maintain effective relationships with representatives of applicable labor unions, the City of Seattle Labor Relations staff, and Seattle IT departmental HR resources, and lead the resolution of any grievances, complaints, or personnel matters.
  • As a member of the FDS Management Team, collaborate with peers to develop strategy, align resources, share information, coordinate processes, set objectives, and achieve results across the division.
  • Contribute as a Subject Matter Expert to divisional and departmental projects related to process improvement, knowledge management, automation, service strategy and development, performance management, and other topics as necessary.
  • Maintain a high level of awareness of trends, developments, and evolutions in help desk/service desk management through industry research and professional networking, and develop plans and implement process improvements derived from these engagements.
  • Regularly advise the division director on issues, challenges, trends, and opportunities, and recommend how those should influence divisional and departmental best practices and strategies.
  • May be required to work irregular hours, holidays, and weekends to respond to emergency situations.

Qualifications

Qualifications:
NOTE:  Equivalent combinations of education/training/experience that provide an equivalent background required to perform the work of the class may be evaluated on an individual basis for comparability.

  • Bachelor's Degree in a technology or management-related field.
  • 5+ years of experience managing or supervising staff on an IT Service Desk or IT Help Desk for a large organization.
  • Experience using service management or ticketing platforms, such as Ivanti Service Management, Service Now, Autodesk, or similar products.
  • Working knowledge of Microsoft Windows, Microsoft Office 365 applications, and electronic messaging.
  • Experience producing data reports, writing technical documentation, developing training programs, and presenting information to other managers and executives.
  • Ability to work in a fast-paced and complex, multi-discipline technical environment.
  • Ability to handle multiple tasks and deadlines, maintain confidentiality and a sense of humor, use good judgment and discretion, and interact with a diverse workforce throughout the City.
  • Experience managing union-represented staff.

 NOTE:  Submit cover letter & resume along with NeoGov application.
NOTE:  Employment contingent upon successful completion of comprehensive criminal background investigation in compliance with Seattle's Fair Change Employment Ordinance SMC 14.17.

Additional Information

Desired Qualifications:

  • Experience working in large government or public sector organizations.
  • Experience providing Tier 1 and Tier 2 technical support both hands-on and using remote access tools and administrative tools such as Microsoft System Center Configuration Manager.
  • Experience implementing help desk automation processes, such as chatbots, IVR systems, routing and resolution workflows, password reset mechanisms, and issue escalation.
  • ITIL Foundation certification

Additional Information:
This position is open to all candidates who meet the minimum qualifications.  The Seattle Information Technology Department values diverse perspectives and life experiences.  Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.  ITD encourages people of all backgrounds to apply.

How to Apply:
Submit cover letter and resume by applying online at www.seattle.gov/jobs or complete an application and drop it off at the Seattle Human Resources Department, Seattle Municipal Tower, 700 5th Avenue, Suite 5400, Seattle, WA 98124-4028.

The City of Seattle is an Equal Opportunity Employer that values diversity in the workplace.
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