Technology Support Services Director

Summary

Job Duties

• Conference Room Audio/Video Technology and Support
• KCIT Asset Management Solution
• Microsoft Enterprise Agreement
• Partner (employee) Experience Program – Development and Oversight
• Pluralsight (employee development platform) – Implementation and Oversight
• ITSM Platform Migration (Cherwell) to Ivanti Neurons
• Telephony for stand-alone and critical line shared devices – Solutioning and Implementation
• End-user Devices Leasing Program.
• Application Portfolio Roadmap – Development in alignment to technical debt reduction.
• Plans and implements the technical support strategy and roadmap for King County employees.
• Drives a consistent and high-quality support experience across King County agencies.
• Establishes effective service models to decrease resolution time, increase quality of responses, and improve the adoption of self-service support.
• Facilitates operational improvements which streamline processes, leverage automation, eliminate inefficiencies, and enable scale.
• Drives efficiencies through automating processes, ticket deflection technologies, and expanding the use of AI tools.
• Maintains and regularly updates desktop standards, working closely with the hardware/software procurement team to ensure accuracy and timeliness, and to leverage economies of scale whenever possible.
• In collaboration with the King County CISO and CIO, develops policies and procedures for the secure use of computer equipment, conference room technologies, and applications.
• Collaborates with other KCIT teams to ensure that the TSS technology stack meets evolving design, security, and compliance standards.
• Collaborates with agency leads and other KCIT teams to mutually understand support needs.
• Partners with other KCIT teams to ensure effective and actionable ticket handling, training, escalation, and service level compliance.
• Establishes consistent escalation paths for support/services issues, ensuring efficient and effective resolution across multiple teams.
• Drives a close collaboration with the Software Engineering Teams to address customer concerns, response times, and problem resolution.
• Collects and analyzes end-user feedback to continually refine KCIT’s approach and offerings.
• Creates clear, measurable metrics and goals to ensure that the TSS is delivering world-class service in every customer interaction via all channels (email, phone, chat).
• Creates dashboards to track and monitor key support/service metrics to provide consistent visibility to the business.
• Identifies inefficiencies through data and creates the best escalation practices for smooth customer experience and effective ticket resolutions that achieve SLAs and KPIs.
• Identifies and builds meaningful business cases that contextualize departmental requirements to improve products and applications.
• Identifies opportunities for a menu of paid professional services that the support team could deliver.
• Collaborates with Change Management team on the development of change management practices to ensure that relevant changes in support technologies are communicated, risks are identified, and impact is minimized.
• Facilitates training for new software applications.
• Hires, develops, and mentors TSS team members to build a culture of excellence and exceptional customer experiences. Develops an effective resourcing model that accounts for all resources needed to service new and existing customers, as well as ensure quality and response time are not affected by turnover.
• Develops and maintains effective, efficient on-boarding and training practices (technical and process related) for end users that reduces ramp time and increases first call resolution.
• Manages budget and reporting.
• Fosters relationships with external vendors.

Experience, Qualifications, Knowledge, Skills

• Minimum six years of experience in a senior technology services management role, including oversight of services support for desktop tools, applications (3rd party, cloud, custom), unified communications, telephony, collaboration tools, and AV systems.
• Minimum six years of experience in a senior technology services management role, defining operational SLAs, creating service roadmaps, and reporting on monthly service metrics while fostering a continuous improvement mindset.
• Minimum of five years working with Microsoft partners in the evolution of hardware and software features which support enterprise-wide operations.
• Minimum of five years overseeing asset management programs.
• Minimum of three years overseeing acquisition and procurement activities for desktop HW/SW and services.
• In-depth knowledge of IT Service Management (ITSM/ITIL) strategies, process, policies, project management, budget management, and best practices.
• Superior customer service orientation and ability to establish and maintain strong customer service philosophy.
• Proven history working across teams and managing partners to create lasting relationships that produce valuable outcomes.
• Experience organizing and overseeing the design, engineering, and integration of multiple concurrent, complex solutions, meeting properly planned and funded budget, timeline, features/functionality.
• Demonstrated ability driving the delivery of useful documentation artifacts.
• Ability to balance competing demands for resources and adapt to changing priorities.

Supplemental Information

Forbes named King County as one of Washington State's best employers.
Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.
Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.
King County is an Equal Employment Opportunity (EEO) Employer
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. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
To Apply
If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions, please contact the recruiter listed on this job announcement.
Application Requirements
A completed King County Application, Resume and Cover Letter are required for consideration. Applications submitted without all material will not be considered.
Union Status: This position is not represented.
(For internal use only: Classification: IT Project Manager II - 7331200)
Benefits
King County offers a highly competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:

• Medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members.
• Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
• Retirement: King County employees are eligible to participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
• Transportation program and ORCA transit pass
• 12 paid holidays each year (plus 2 personal holidays)
• Generous vacation and paid sick leave
• Paid parental leave, family and medical leaves, and volunteer leave
• Flexible Spending Account
• Wellness programs
• Onsite gyms and activity centers
• Employee giving program
• Employee assistance programs
• Flexible schedules and telecommuting options, depending on position
• Training and career development programs