26 Jul
Washington,
Seattle-tacoma
, 98104
Seattle-tacoma
USA
Vacancy expired!
GENERAL PURPOSE: Under general direction, manages the Agency’s IT hardware asset program including desktop, laptop, tablet hardware, and cell phones; provides hardware deployment services, audio-video support for conference rooms, agency boardroom, provides printer hardware and copy center services; designs, develops and implements complex business processes for IT Desktop Services and the IT department; provides day-to-day management of IT desktop support staff; partners with IT teams and business customers to ensure highly efficient and effective desktop service delivery; develops and manages IT service offerings and related key performance indicators(KPIs) and service level agreements (SLAs); and provides other administrative and technical support to the department as requested. ESSENTIAL FUNCTIONS:The following duties are 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.• Responsible for managing all IT small and attractive hardware assets to a state of good repair; procures, receives, asset tags, configures, deploys, decommissions, monitors, and audits small & attractive hardware and related software; manages hardware lifecycle planning; contract owner for IT hardware assets. • Provides printer, plotter and copier hardware and services to the agency; contract owner for Agency Copy Center and Print Service; provides audio-video support for Board Room. • Provides mobile support for cell phones, air cards and tablets.• Ensures consistent, timely, and effective response for related incidents and service request tickets reported by customers or escalated via service desk; manages the overall tracking of incident and service tickets for the team; monitors ticket queue, service level agreements and response times; builds and trains team to resolve incidents and service requests per established key performance indicators (KPIs); builds and trains team to effectively troubleshoot and/or transition tickets to internal and/or external support providers; ensures the quality and consistency of work delivered by staff; accurately tracks information in ticket tracking system; responsible for desktop services configuration items within the CMDB; develops standard reports and tracking for IT department metrics. • Plans, directs, coordinates, and reviews the work of assigned staff and contractors; assigns staff based on priorities; assigns work activities and coordinates schedules, projects, and programs to ensure timely service delivery. • Coaches, trains and motivates staff; coordinates and/or provides staff training; manages employee relations; provides effective performance management feedback through goal-setting and feedback loops; reviews and evaluates work and makes effective suggestions and recommendations for improvement.• Works closely with customers across the Agency to align service offerings with customer needs; ensures consistently high quality customer experience; manages and responds to escalated customer service issues; works effectively with Operation’s facilities team to support new, existing and relocation of offices; provides customer satisfaction analysis, surveys, customer meetings to assess and refine desktop service offerings and service delivery capabilities.• Implements and maintains effective Desktop Services team processes, contributes to department/cross-team processes; serves as desktop services process owner responsible for the implementation and continuous improvement of the following processes: incident management, request fulfillment/service request process, change and configuration management activities.• Responsible to monitor overall performance metrics for services provided; develops reports as scheduled; analyzes underlying performance trends and plans for mitigation of performance gaps.• Responsible for business continuity including documentation, lifecycle planning, continuity planning for desktop services; participates in continuity planning for IT and the Agency.• Develops monitors and manages underpinning contracts with vendors; adheres to contractual obligations; effectively collaborates with vendors to ensure services in line with agency needs.• Administers, maintains, and oversees the assigned annual budget; makes recommendations and forecasts for future funds needed for staffing, equipment, materials, and supplies; and reviews and approves expenditures and implements adjustments.• Provides support to the department/department on matters as directed; serves as staff on a variety of boards, commissions, and committees; prepares and presents staff reports and other necessary correspondence; attends and participates in professional group meetings; maintains awareness of new trends and developments in the fields related to area of assignment; incorporates new developments as appropriate; ensures processes, policies and practices are interpreted and applied consistently and effectively; ensures accountability and compliance with all current and applicable state and federal laws, Agency policies and procedures, rules and regulations.• Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.• Contributes to a culture of diversity, equity and inclusion in alignment with Sound Transit’s Equity & Inclusion Policy.• It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees. • It is the responsibility of all employees to integrate sustainability into everyday business practices.• Other duties as assigned.MINIMUM QUALIFICATIONS:Education and Experience:Bachelor’s Degree in computer science, information technology, business management information systems, or closely related field and five years of experience in information technology that includes three years of leadership, budgetary, planning and workforce management experience related to desktop, asset and/or service desk; OR an equivalent combination of education and experience.Preferred Licenses or Certifications:ITIL Certification V3 or higher.Required Knowledge and Skills:• Asset, inventory and/or supply chain management within an ITIL or related service management framework; establish, implements and monitors standard operating procedures.• Windows OS, Mac OS, Android/Apple mobile devices.• Imaging, configuration, troubleshooting in desktop hardware environment.• Vendor and contract management for hardware and services.• Hardware, software and client technologies; process framework utilizing IT Service Management tools; lifecycle management for assigned assets; virtualization.• Desktop security technologies; monitoring; malware detection and removal.• Methods and techniques of evaluating requirements and conducting cost benefit analyses.• Customer service principles and practices.• Project management principles and practices.• Annual budgeting and monthly financial reconciliation.• Pertinent federal, state, and local laws, codes, and regulations.• Principles of business letter writing and basic report preparation.• English usage, spelling, grammar, and punctuation.• Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases.• Principles of supervision, training, and performance evaluation.• Establishing and maintaining effective working relationships with staff, peer department staff, management, vendors, outside agencies, community groups and the public.• Utilizing personal computer software programs affecting assigned work and in compiling and preparing spreadsheets and reports.• Interpreting and administering policies and procedures sufficient to administer, discuss, resolve, and explain them to staff and other constituents.• Providing strong customer service.• Communicating effectively across a wide variety of technical and business personnel.• Leading process improvement efforts, implementing process changes, and improving productivity through process improvement; ability to promote and implement continuous process improvement within teams and across teams.• Managing multiple, competing priorities.• Creating, monitoring, and managing Desktop Services SLAs.• Working closely with developers and a variety of end users to ensure technical compatibility and user satisfaction.• Preparing and analyzing complex data and comprehensive reports.• Responding to inquiries and in effective oral and written communication.• Researching, analyzing, and evaluating new service delivery methods and techniques.• Working cooperatively with other departments, Agency officials, and outside agencies.• Supervising, leading, and delegating tasks and authority.Physical Demands / Work Environment: • Work is performed in a standard office environment.• Subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 25 pounds. • The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required. Sound Transit is an equal employment opportunity employer. No person is unlawfully excluded from employment action 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. QualificationsEducation PreferredBachelors or better in Information Technology.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
Vacancy expired!
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