Information Technology Help Desk Supervisor

We are currently recruiting for an Information Technology Help Desk Supervisor to oversee the daily operations of Pierce Transit's IT Help Desk support team. Reporting to our CTO/Information Technology Manager, this position is responsible for leading our technical support team to provide excellent customer service and resolve customers' technology and telecommunications-related issues.
If you're not currently living in the Lakewood-area, that's not a problem! We may be able to help with reimbursing up to $2,500 in moving expenses for those who physically relocate their primary residence to the Pierce/King/Thurston County area (substantiated with receipts). Washington State was recently recognized as being number 1 in the nation for quality of life; read more about that here.

BENEFITS:
At Pierce Transit, our employees' health is important to us too!

That's why we offer two on-site gyms and an incredible Wellness Program in addition to excellent medical, dental, and vision packages.
If your career goals change while you're employed, we are here to help. Pierce Transit offers $5,000 per year (up to a total of $18,000) in Tuition Assistance after your one-year anniversary. Certifications, and career skills must be connected to a position at Pierce Transit.
Pierce Transit offers two Public Employees Retirement System (PERS) plans to choose from, PERS2 and PERS3, as well as a matching program for 457 deferred compensation.
Employees are not covered under the Social Security System except for a 1.45% payment for Medicare.

Pierce Transit provides an ORCA Card benefit for each employee and a family member. This benefit provides free access to service on Pierce Transit, Sound Transit, Community Transit, Everett Transit, King County Metro, Kitsap Transit, Seattle Monorail, Seattle Streetcar, King County Water Taxi and Kitsap Foot Ferry.
PAID LEAVE:
Full-time Pierce Transit employees are eligible to receive 11 paid holidays, 2 personal paid holidays, 6 days of major sick leave, and 22 days of paid time off (PTO) per year. Part-time employees receive pro-rated leave, to include major sick leave, PTO, and holiday pay. PTO accrual rates increase per policy and/or collective bargaining agreement.

The following functions are not intended to serve as a comprehensive list of all duties performed in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Supervises the work of assigned personnel, including assigning and reviewing work, providing guidance, and conducting performance evaluations.
• Supervises and coordinates activities of the IT Help Desk team; determines work procedures, prepares work schedules and determines methods for expediting workflow; assigns, reviews and approves the work of assigned staff. Provides mentoring and takes corrective action, when necessary.
• Serves as a member of the IT management team and participates in setting department-wide priorities. Develops and maintains collaborative work relationships with other IT supervisory staff.
• Monitors the service performance of frontline staff, tracks, and reports service delivery metrics, and leads a metrics-driven, high-performing team by providing technical coaching, training, and frequent performance communication to encourage effective work behaviors and professional development.
• Oversees and administers the IT Help Desk ticketing system and guarantees effective and timely response for customer issues and requests. Ensures processes are followed by both IT staff and agency customers.
• Develops system technical and user documentation.
• Utilizes "Best Practices'' and tools for project and task execution.
• Maintains system integrity by coordinating change management processes and assisting with facilitating complex system changes.
• Reviews and approves invoices within budgeted parameters.
• Prepares and conducts presentations and/or briefings on all aspects of the IT Help Desk operations to agency stakeholders.
• Oversees the installation, implementation, administration, and support for 3rd party software/hardware solutions by IT Help Desk staff.
• Assist with vendor management including contract development, oversight, deliverables, and negotiations.
• Leads cross-functional solution teams that find the root cause of issues and solves them at the source.
• Proactively works with leadership to plan for upcoming initiatives and contingencies.
• Directs the IT Help Desk team to solve technical issues, as appropriate, in coordination with other IT units, including the Applications Support and the Infrastructure Support teams.
• Implements and maintains configuration management practices which minimize disruptions to the end-user community.
• Maintains an in-house knowledge base and the effective dissemination of technical solutions to minimize the time individual staff members spend in troubleshooting routine and recurrent user issues.
• Gathers and reports operational metrics, accomplishments, and priorities for weekly leadership meeting(s). Utilizes these reports to identify underlying trends which may be indicative of underlying technical, management and training-related issues which require corrective action.
• Maintains asset inventory of all agency technology/telecommunications equipment and devices.
• Defines team goals and leads staff to achieving desired results, and while being accountable for team performance.
• Escalates issues to other Information Technology units, as appropriate.
• Develops and maintains partnerships with other departments. Collaboratively identifies solutions and provides clear and timely proactive communication.
• Assists in the development of the department annual and capital budget. Forecasts for future funds needed for staffing, equipment, materials, projects, and supplies. Monitors and controls expenditures to department operating and capital budgets.
• When appropriate, represents the department with Pierce Transit Board, staff, and representatives of outside agencies.
• Demonstrates reliable and consistent attendance.
• Performs related work as assigned.

REQUIRED:

• Bachelor's Degree in Information Technology or Systems, Computer Science, Electrical Engineering, Data Science, or a related field and
• Five (5) years' of experience in an Information Technology environment, two (2) of which is in a supervisory capacity.

DESIRED:

• Public sector experience desired.

Knowledge of:

• ITIL or ITSM best practices
• Enterprise ticket tracking systems and remote-control software
• Microsoft Office product suite
• IT best practices and processes
• Project management methodology
• Quality assurance practices and procedures
• Principles and practices of employee supervision
• Current technology trends and systems
• Program development, management, and administration
• Budget preparation and administration
• Agency processes
• Enterprise performance monitoring
• Applicable state and federal laws, rules, and regulations
• Process improvement practices
• Vendor management, negotiations, and procurement strategies
• Business English
• Standard office procedures

Skill in:

• Organizational/time management skills
• Attention to detail
• Root cause analysis
• Computer and database skills
• Effectively coordinating, performing and completing multiple duties and assignments concurrently and in a timely manner.
• Providing excellent customer service, including in high-pressure situations.
• Strong verbal and written communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner.
• De-escalating situations
• Troubleshooting and investigating software/hardware problems and providing solutions

Ability to:

• Identify technology trends and issues
• Research, analyze, and evaluate new service delivery methods and techniques
• Interpret and administer policies and procedures
• Prepare and analyze complex data and comprehensive reports
• Establish and maintain effective working relationships
• Follow and provide verbal and written instructions
  Establish task prioritization with little or limited supervision.
• Exercise critical thinking and the ability to quickly understand the impact of a given technical issue on the overall effective operation of the agency.
• Take ownership of an issue with little need of supervision or oversight, until final resolution has been accomplished.
• Give instructions to a non-technical audience.
• Communicate and partner with other departments to identify and assist in the development of enhanced processes and procedures.
• Lead teams toward organizational goals with successful outcomes.
• Effectively diffuse/resolve customer complaints.
• Facilitate discussions and gain consensus among various agency stakeholders such as managers, analysts, and vendors.
• Translate business needs into Information Technology solutions.
• Get into the weeds with complex technical issues while thinking about the big picture.
• Balance and plan the short-term and longer-term actions of the team to meet schedules and deadlines of the work.

Competencies

• The demonstration of specialized knowledge required to perform the job. Taking initiative in learning and implementing new concepts, technologies, and/or methods.
• Demonstrates knowledge of budget, cost accounting, cost/schedule management and program terminology, concepts and principles.
• Working effectively and productively with others, sometimes in a team setting. Working cooperatively, effectively and productively with internal and external customers.
• Clearly assigns responsibilities for tasks and decisions; sets clear objectives and measures, monitors process, progress, and results; provides feedback to employees and management.
• Independently performing and accomplishing assignments and serving as a source of supply and support for the department, customers, and/or the organization.
• Operates personal computer; accesses desired applications and utilizes needed programs, tools, and utilities.
• Aligns own behavior and decisions with the needs and goals of the organization to increase productivity and efficiency.
• Pursues new directions and drives needed change.
• Makes well thought-out yet efficient decisions based on pertinent facts, relevant information and good judgment. Identifies key issues, analyzes cause-effect relationships, clarifies input from different sources, and reaches appropriate decisions in a timely manner.
• Independently performing and accomplishing assignments and serving as a source of supply and support for the department, customers, and/or the organization.

LICENSING, CERTIFICATIONS AND OTHER LEGAL REQUIREMENTS

• Individuals must pass a background check.
• Positions assigned to support Public Safety systems may require additional background checks, including fingerprinting and/or a polygraph test.

Education
Any required education must come from an accredited college or university whose accreditation is recognized by the U S Department of Education or the Council for Higher Education Accreditation (CHEA) or foreign equivalent.

Application Instructions
To be considered for this vacancy, you must apply online:

1. The online application must include a chronological work history and/or education, applicants must also attach resumes and/or cover letters as required to be considered for this position.
2. Applicants must also attach a cover letter stating how they meet the qualifications for the position in order to be considered. (Failure to submit a cover letter at the time of application will disqualify applicants from consideration)
3. At least 3 professional references to include a current or recent supervisor with names, phone numbers and email addresses.

READ THE FOLLOWING INFORMATION COMPLETELY:

• Carefully review your application for accuracy, spelling and grammar before submitting.
• Please ensure that your work history has been updated to include employment end dates as applicable.
• The initial screening of applications will be solely based on the information provided in the supplemental questions and the content and completeness of the "work experience" and "education" sections of your application at www.piercetransit/careers/.
• A resume will not substitute for completing the "work experience" section of the application.
• All information may be verified and documentation may be required.

For questions regarding this recruitment or assistance with the application process, please contact Pierce Transit Employee Services @ 253-581-8095 or jobs@piercetransit.org
If you are having technical difficulties creating, accessing or completing your application, please call NEOGOV toll-free at (855) 524-5627 or email support@neogov.com.

Pierce Transit Is An Equal Employment Opportunity Employer
Pierce Transit has a strong commitment to the community we serve and our employees. As an equal opportunity employer, we strive to have a workforce that reflects the community we serve. No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class.
Pierce Transit's Equal Employment Opportunity (EEO) policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, dem...