IT Service Desk Supervisor
IT Service Desk Supervisor
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$ 116873 - 170945
1 Vacancy
Job Description
Description
Position Summary
Why Its a Great Opportunity:Join us for an exciting leadership opportunity as Supervisor of the IT Service Desk supporting Pierce County and its 3500 employees. As an IT Systems Engineer Supervisor you will develop train and lead the team responsible for providing daily support and operations through our IT Service Desk. You and your team will ensure excellent enduser and business operations support by coordinating responsive process and service delivery measuring and maintaining high customer satisfaction rates implement progressive improvements to procedures and manage related vendor relationships. In addition to first call contact this position oversees service delivery for central account administration and records requests. Your leadership and passion for IT service delivery will make a meaningful impact while supporting Pierce Countys technology needs.
Why Its a Great Department:The Information Technology Division is responsible for building operating and maintaining the technologies that power essential public services in Pierce County. As a national leader in public service innovation we offer diverse technology solutions supported by a robust hybrid infrastructure combining both onpremises and cloudbased systems all secured by a reliable network. Our team thrives in a positive collaborative environment where we support each other and the impactful work we do. Join us and be part of a division where your contributions truly make a difference.
Learn more about the IT department here.How to be Successful in the Role:Your continuing success will come from being a strategic thinker with a proven track record of leading talented teams in delivering IT services and support for business technologies. Strong communication skills anticipating needs being actively involved in managing and guiding your team having the ability to engage with stakeholders at all levels and adaptability in modifying your approach based on feedback from leadership will further ensure your success.
Your Future in this Role:You will report to the IT Manager of Client Technology Services and lead a team of seven skilled and dedicated staff members. As a supervisor within the IT division youll have the opportunity to influence direction and actively contribute to the overall IT leadership strategy.
Core Daily Responsibilities:
- Supervise service delivery and employee performance for the Service Desk support team.
- Lead operational support for user identity management username provisioning and system access and password management.
- Lead operational support for tracking management and timely resolution of requested services and of reported County incidents including major incidents impacting multiple County users.
- Strive for maximum first contact resolution by Service Desk staff through partnership with other IT teams staff training and creation and maintenance of documentation sources particularly for new system implementations.
- Maintain uptodate knowledge regarding changes in the IT industry share ideas with IT Operations leadership and recommend changes based on these developments
- Proactively explore changes based on cuttingedge industry standards to benefit Pierce County. Initiate and oversee team research projects and process improvements in assigned IT discipline area(s).
- Thoroughly analyze and clearly communicate (both written and oral) complex issues requiring IT strategic decisions.
- Recommend technical strategic direction to IT Ops management for assigned IT discipline area(s).
- Recommend new and changes to County standards for assigned IT discipline area(s).
- Cooperatively meet County business requirements by proactively working with customers Countywide defining enterprise needs and solutions.
- Proactively work with IT Ops management to budget for all assigned technical areas and disciplines.
A classification description with a more detailed list of essential functions can be found here.
Qualifications
Minimum Qualifications:
- A resume and cover letter are required for this position.
- Bachelors degree in information technology computer sciences business/public administration or related field; and
- Eight years of information technology experience; and
- Two years of experience in an IT project lead or supervisory role is required.
- Additional education or experience which clearly indicates the ability to perform the essential functions of the position may substitute equally on a year of year basis for the recruiting requirements.
Preferred/Desired Qualifications:
- Experience in IT program administration and project delivery including budget development budget forecasting work planning status reporting and presenting.
- Strong negotiations skills and effective vendor management.
- Experience and understanding of enterprise IT architectures cyber security frameworks regulatory compliance and system standards.
As a condition of employment the applicant will need to authorize and complete a background check. Information received from the background check is reviewed casebycase and will not necessarily remove an applicant from consideration.
Supplemental Information
To be considered for this opportunity please:
- Complete and submit a detailed online Pierce County Employment Application by selecting APPLY above or go to: www.piercecountywa/jobs.
- If you have a question about this opportunity please email the Recruitment Team at and specify the Job Number and Title.
- If you do not have internet access you may visit your local public library or any WorkSource location and use their computers.
- Individuals needing accommodation in the application testing process or need this job announcement in an alternative format may call Human Resources atat least two days prior to the need.
This is a competitive selection process. Your application will be reviewed and evaluated for the quality and quantity of education/experience in the areas listed. Applicants whose qualifications most closely correspond to the Countys needs will be eligible for further consideration. Notification of application status normally occurs 2 to 3 weeks after the closing date. Short notice may be given to applicants to participate in further selection processes which may include assessments phone screen and interviews.
At Pierce County diversity equity and inclusion means commitment not a single step. We strive to foster an inclusive environment that supports equitable access to opportunities throughout your career. We want to recruit develop and maintain a talented workforce from various backgrounds cultures lifestyles and perspectives committed to our vision. Employees of the County have local direct and visible impact in our diverse community. Will you join us in keeping Pierce County a place people are proud to call home
We are unable to sponsor or take over sponsorship of an employment visa at this time.
Required Experience:
Manager
Employment Type
Full-Time
