Service Desk Lead

Come Join the City of Bellevue!

Please fill out your application as fully as possible. The City evaluates candidates based on the information provided in the online application only. Do not submit resumes and cover letters. Read the Hiring Process section below to learn more.

New hires typically receive between minimum and midpoint however we may go slightly higher based on experience internal equity and market.

Bellevue is a dynamic international and multicultural futurefocused Smart City serving approximately 155000 residents. Our Council vision is: Bellevue welcomes the world our diversity is our strength. We value all employees and their contributions. The City invests in its employees and encourages and rewards employee growth and development by building on our commonalities and our differences. Bellevue is high tech hub noted for its diversity community involvement intellectual excitement artistic pursuits and natural beauty. We work collectively to make it a place where you want to work live and play.

The IT Department consists of 70 talented employees serving over 1800 staff in 13 departments across 35 different locations. The IT Department supports the computers applications network servers communications and services needed to support high quality City operations. For the past six years Bellevue has placed in the top three of Digital Cities Survey awarded by the Center for Digital Government for our work in advancing digital government and Smart City. As technology continues to evolve ITDs partnership with customers is critical to successful technology adoption.

If this sounds like an exciting place to work then you may be a great fit for our IT End User Support Lead role. End User Support Lead is responsible for ensuring the smooth operation and efficiency of the enduser support team overseeing the daily activities of the support team and providing guidance training and mentorship to ensure topnotch service delivery. This role requires a strong technical background excellent problemsolving skills and the ability to communicate effectively with endusers team members and customers.

• Team Leadership: Manage and mentor a team of enduser support staff fostering a collaborative and productive work environment.
• Support Operations: Oversee the daily operations of the IT Support team ensuring timely and effective resolution of technical issues.
• Process Improvement: Identify areas for improvement in support processes and implement best practices to enhance service delivery.
• Incident Management: Manage and prioritize incoming support requests ensuring that all incidents are tracked documented and resolved in a timely manner.
• Training and Development: Provide ongoing training and development opportunities for support staff to enhance their technical skills and knowledge.
• Performance Metrics: Monitor and analyze support team performance metrics preparing regular reports for senior management.
• Customer Service: Ensure a high level of customer satisfaction by providing excellent support and maintaining strong relationships with end users.
• Technical Expertise: Serve as a technical expert and point of escalation for complex issues that require advanced troubleshooting.
• Documentation: Maintain comprehensive and uptodate documentation of support processes procedures and troubleshooting guidelines.
• Collaboration: Work closely with other IT teams such as network and system administrators to ensure seamless integration and support of IT services.

Knowledge Skills Abilities and Competencies

• Technical Proficiency: Indepth knowledge of IT systems software and hardware including troubleshooting and maintenance.
• Communication: Strong verbal and written communication skills with the ability to convey complex technical information clearly.
• ProblemSolving: Advanced problemsolving skills with a logical approach to diagnosing and resolving issues.
• Leadership: Effective leadership and people management skills including the ability to motivate and develop team members.
• Customer Service: Excellent customer service skills ensuring a positive experience for end users and addressing their needs promptly.
• Organizational Skills: Strong organizational and time management skills with the ability to handle multiple tasks and prioritize effectively.
• Collaboration: Ability to work collaboratively with other departments and IT teams to achieve common goals.
• Continuous Learning: Commitment to continuous learning and professional development to stay updated with the latest industry trends and technologies.
• Analytical Thinking: Analytical thinking and attention to detail to identify patterns discrepancies and opportunities for improvement.

• Standard shift will fall within the Monday Friday 6:00am to 5:00pm business hours.

• High school diploma or equivalent education plus 6 years of increasing responsibility on an IT service desk.

• Strong technical experience with Microsoft Windows Office 365 platform Teams audiovisual systems computers and laptops and mobile device management.
• Experience with Freshworks Freshservice IT service management platform a plus.
• Related certifications (A HDI Support Center Analyst Certification etc. desirable.

Working Conditions & Physical Requirements
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work involves walking talking hearing using hands to handle feel or operate objects tools or controls and reaching with hands and arms.
• Vision abilities required by this job include close vision distance vision peripheral vision depth perception and the ability to adjust focus.
• The employee may be required to push pull lift and/or carry up to 40 pounds.
• The noise level in the work environment is usually moderately quiet.

Flexible/Hybrid Working:

The City is

implementing a flexible/hybrid work policy that will allow staff to work

remotely. Remote work for this position is subject to departments operational

needs and will be discussed with candidates during the selection process. Once

hired employees must reside in the State of Washington.

HIRING PROCESS
The City evaluates candidates based on the information provided in the online application only. Do not submit resumes and cover letters. To evaluate all candidates fairly and equitably the City will make all applicants anonymous when we are screening the applications. We will redact information from our application such as your name address and other demographics. To help us please complete the online application form as fully as possible.

• Answer the Supplemental Questions when requested which can be found on the Questions tab of the Job posting.
• We do not accept resumes and cover letters during the anonymous application screening stage unless otherwise stated in the job description.
• Applicants advancing to the next stage may be required to provide a cover letter resume writing sample and references.

CONDITIONS OF EMPLOYMENT

• All candidates will be required to establish employment authorization and identity at the time of hire. The City is not able to sponsor work visas.
• All positions require the completion of references checks including at least one prior supervisor.
• Some positions may require completion of a criminal background checkprior to start employment
• Some positions may require obtaining a commercial drivers license (CDL) licensures or additional certifications.

At the City of Bellevue youll be part of a team committed to providing exceptional customer service upholding the public interest and advancing the community vision. The six essential and enduring principles that guide our individual actions our interactions and our decision making in the City of Bellevue organization is: Exceptional Public Service Stewardship Commitment to Employees Integrity Innovation and Diversity Equity & Inclusion. Youll work in an environment that is innovative collaborative future focused and committed to excellence. Bellevue welcomes the world. Our diversity is our strength. We embrace the future while respecting our past. Its what makes the City of Bellevue an exciting place to work live and explore.

Have we piqued your interest yet Come join our team! The City of Bellevue supports workplace diversity. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation marital status national origin genetic information disability age veteran status or any other protected status. Persons needing assistance with the application process may call the Human Resources Office ator .If you are invited to participate in the selection process and need ADA accommodations please notify HR before you are scheduled for an interview or testing.

The City of Bellevue participates in the EVerify program. Learn more about the EVerify program.

any technical difficulties with your application please contact the NEOGOV support line at.

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