It Helpdesk Manager Jobs in Renton, WA (NOW HIRING)

Position’s Purpose: Oversees and manages IT operations, systems, and infrastructure. Ensures the efficient, secure operation of IT resources and nurtures the overarching objectives of the business. Leads the day-to-day delivery of technology services for Bloedel. Serves as a connection between technology strategies and the broader goals of Bloedel. Advises on, assists in contractor evaluation and hiring, and plays a project management role in projects beyond the technical scope of the IT Manager. The role blends hands-on operational ownership (reliability, support, security, and delivery) with planning and prioritization (roadmaps, budgets, vendors) to ensure IT enables business outcomes.

ESSENTIAL FUNCTIONS:

1. Daily maintenance and troubleshooting of IT systems. Provides regular user support to include:
   1. Onboarding and offboarding users – device set up and retirement
   2. Troubleshooting user issues - ticket management, device and software functionality
   3. Events – design solutions to support events and troubleshoots issues that arise
2. Collaborates with members of the leadership team to identify technology needs and requirements of different teams and gathers feedback.
3. Manages all aspects of device management to include:
   1. inventory of hardware and peripherals (assignments/user management, lifecycle tracking, warranty/service agreement status.
   2. Software license management and installations
4. Creates and maintains a technology roadmap that outlines the strategic direction for IT initiatives, including short-term and long-term goals, technology investments, and project timelines that align with Bloedel’s growth and strategic plans.
5. Implements and manages security measures to protect Bloedel’s IT systems and data by establishing security policies, ensuring firewall and antivirus protection, and monitoring potential threats. Measures will include ongoing staff education on topics such as AI, file storage protocols, and avoiding security breaches (phishing, scams, and security protocols).
6. Evaluates vendors, hardware, and software options, considering cost, compatibility, and support, and makes recommendations to members of the leadership team based on these evaluations.
7. Manages the IT budget and allocates resources for various projects and operational needs. Balances the allocation of funds to support current operations, ongoing maintenance, and strategic initiatives. Regularly evaluates costs and seeks opportunities to optimize spending.
8. Negotiates vendor contracts, identifying areas for cost savings and ensuring that IT expenses align with the budget.
9. Manages the full project lifecycle including defining scopes, creating project plans, allocating resources, regular monitoring of progress, budget tracking, and communication with stakeholders.
10. Setting and monitoring service level agreements (SLAs) for IT support to ensure timely response and issue resolution and maintain high service availability.
11. Performs regular risk assessments and implements disaster recovery plans.
12. Maintains relationships with technology vendors and service providers, including negotiating contracts, reviewing performance, and making recommendations for vendor selection or changes.
13. Plays a lead role in advising on structure long term trajectory of the Bloedel Reserve Customer Relationship Manager and database, in support of the Development and Operations teams.
14. Supports Marketing & Communications department in website issues, utilizing outside support as needed.
15. Assists all departments in developing long-term technology strategies and improvements.

REQUIREMENTS:

1. Exceptional technical proficiency
2. Experience with infrastructure and systems management
3. A strong grasp of cybersecurity principles and best practices
4. Familiarity with cloud platforms
5. Understanding of data management and analytics
6. Experience with networking concepts, protocols and technologies
7. Understanding of IT service management frameworks
8. Familiarity with various operating systems
9. Proficiency in managing hardware components and end-user devices
10. Strong leadership skills, strategic thinking abilities and emotional intelligence
11. Clear and effective communication skills
12. Strong problem-solving and decision-making skills
13. Adaptability to shifting priorities
14. Effective project management
15. Conflict resolution and negotiation skills
16. Efficient time management skills

SYSTEMS/EQUIPMENT USED

1. Bloedel hardware and software
2. Suite of office equipment and systems

WORKING CONDITIONS/HOURS

1. Availability on flexible schedule (including nights, weekends, and holidays) as necessary

BENEFITS

This position is eligible for the following benefits:

• Medical, dental, and vision insurance
• Short-term and long-term disability and life insurance
• Health care & dependent care flexible spending accounts
• 401k with 5% employer match after 1 year of employment
• 3 weeks of vacation per year
• 12 days of sick leave per year
• 13 days of personal holiday time per year
• Bloedel Reserve membership
• 30% Bloedel Reserve gift shop discount
• $5 per month cell phone allowance

Our Commitment to Diversity: Bloedel Reserve is committed to fostering a culture of inclusion and belonging. We recognize that public horticulture has historically excluded and continues to disproportionately exclude Black and Indigenous people, people of color, people with disabilities, and LGBTQ+ people. We strongly encourage applications from individuals with these identities, as well as anyone who brings a unique perspective to our work.

We are committed to supporting employees by making accommodations as needed, ensuring accessibility, and promoting an environment where employees feel valued and empowered to grow.