IT Manager

Summary

King County Information Technology (KCIT) Customer Support Services (CSS) is seeking a dynamic leader to join our Department leading one of our teams. The successful candidate will manage a group of technical staff dedicated to providing level 1 IT technical support services to the King County Executive Branch. Responsibilities include providing level 1 technical support to many geographically dispersed customers effectively via remote tools, or deskside when required, with an eye on continually improving processes and striving to deliver exceptional value. This position will participate in the development of standards, policies and procedures that pertain to PC support in order to improve the quality of service to all users.

As a member of the CSS Customer Care leadership team, this leader must have advanced technical and political acumen. They must be knowledgeable about how government organizations operate and be capable of working collaboratively while navigating complex situations effectively. The qualified candidate will push themselves and others for results, effectively communicate with customers, and foster open dialogue.

King County Department of Information Technology (KCIT)
KCIT uses the power of technology to digitally transform King County. Building vibrant communities through digital equity and social justice, KCIT offers innovative solutions that engage, empower, and serve our residents, businesses, communities and interested stakeholders. As the first-place recipient of the 15th annual National Association of Counties (NACo) Digital Counties Survey, KCIT is recognized for its vision, strategy, innovation, and collaboration. KCIT has a focus of delivering smart technology solutions that support customers, building stronger communities through innovation.

KCIT is providing the building blocks for many of the region's most critical services. As the business solutions partner, we collaborate with the 18 County departments to develop products and services that better serve the needs of our customers and our community. To learn more about KCIT, please visit: http://kingcounty.gov/depts/it.aspx

Teleworking Requirement

The work associated with this position will be performed through a combination of onsite work complemented with the opportunity to telecommuting occasionally . Employees will have access to shared workspaces at various King County facilities. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

Employees will be provided with a County issued laptop and must maintain a workspace with an internet connection (access may be supplemented in some situations) where they can reliably perform work and remain available and responsive during scheduled work hours. Please note that when an employee conducts work that is likely to bring them in contact with another individual, safety precautions are required, including the wearing of masks in some situations . King County is doing its part to reduce the spread of COVID-19 and remains committed to reducing our carbon footprint.

King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will be joining an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment.

Benefits
King County offers a robust benefits package to support you and your family in a variety of ways. To learn more about the benefits offered here, please click on the Benefits tab or click here: http://www.kingcounty.gov/employees/ .

Work Schedule
The normal workweek for this position is Monday through Friday, 8:00 a.m. to 5:00 p.m. Alternative work schedules may be considered. This position is not eligible for overtime pay.

Questions
If you have questions regarding this recruitment, please contact Shannon Hoeper, shoeper @kingcounty.gov or 206-263-6957.

Job Duties

• Manage technical staff; assign work programs, set performance expectations, develop performance measures, conduct performance evaluations, provide coaching, feedback, and administer progressive discipline if needed.
• Drive the development of staff soft and technical skills utilizing SMART goals.
• Create culture that motivates and empowers staff to provide excellent customer service.
• Drive the development and actively manage standards, procedures, documentation and training materials for KCIT staff and customers.
• Travel to and become familiar with the large number of sites CSS supports and interface daily with the wide variety of customers supported by CSS. May start and end day at different geographic locations.
• Exhibit strong leadership skills to manage individuals that may be located at remote facilities.
• Exhibit strong customer relationship skills to manage service delivery to sites with both business and geographic diversity.
• Participate in after hours on-call escalation processes per agency Service Level Agreements (SLA).
• Participate in the creation, implementation, and delivery of Customer Experience (CX) initiatives.
• Other duties as assigned

Experience, Qualifications, Knowledge, Skills

• At least 3+ years of combined experience managing and or leading IT staff with demonstrated experience developing and executing on business strategies, providing exemplary customer service, managing customer expectations, engaging in vendor relationships, supervising technical staff, setting performance expectations, developing performance measures, conducting performance evaluations, providing coaching and feedback, and administering progressive discipline if needed.
• At least 3 years combined experience operating in an enterprise Desktop and Helpdesk environment.
• Experienced with Helpdesk concepts and best practices, escalations, major incidents and managing ticket queues.
• Experienced with enterprise support concepts including SCCM, Remote Connections, Active Directory, VPN, Mobile Device Support, Microsoft Office 365, current Windows Operating Systems.
• Experienced with developing training plans for direct reports, cross-training staff by conducting frequent discussions around career growth, personal goals and performance.
• Demonstrated experience in building effective teams, creating strong morale and spirit amongst all team members.
• Ability to develop and oversee implementation of work programs with competing priorities, anticipating and adjusting for problems and roadblocks. Manages the work and sets priorities while keeping focus on accomplishing the overall goals of CSS and KCIT.
• Ability to navigate complicated sets of challenges with limited information and can cope with change and handle many things at once. Has the ability to make decisions without having the total picture and is looked to for direction when needed.
• Demonstrated ability to meet internal and external customers' expectations; gathers and utilizes customer feedback to improve the value of the products and services delivered.
• Ability to comfortably delegate routine and important tasks and decisions where appropriate.
• Demonstrated ability to identify process gaps, suggest solutions, and produce tangible outcomes.
• Demonstrated ability to perform analysis and develop metrics to evaluate performance trends and results.
• Demonstrated ability to communicate orally or in writing, with clarity and precision, including the ability to communicate complex technical information to a non-technical audience.
• Demonstrated ability to develop effective working relationships with senior management, peers and staff.
• Skilled at building consensus and coming to resolution among a diverse group of individuals that may have differing viewpoints and influencing others to act.
• Demonstrated ability to establish and maintain effective relationships with customers, while gaining their trust and respect.
• Demonstrated ability to summarize and present information to management.

Desirable Qualifications

• Basic understanding of SAFe and product teams
• Understanding of Equity and Social Justice principles
• Understanding of ITIL (Information Technology Infrastructure Library)
• Familiarity with CJIS and HIPAA requirements

Supplemental Information

Forbes recently 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.

COVID-19 Vaccination Requirement

King County Executive Branch employees are required to be fully vaccinated against COVID-19. If you are the successful candidate for the position you applied for, the County will send you a conditional offer letter.

As a condition of employment, prior to a final offer of employment, you will be required to:

• submit proof of vaccination, or
• have an approved request for medical or religious exemption and an approved accommodation. Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation.

People are considered fully vaccinated against COVID-19 two weeks after receiving the final dose of a vaccination approved by the Center for Disease Control and Prevention (CDC).

The Executive Branch includes employees in the Executive branch, the Assessor's Office, Elections, the King County Sheriff's Office, and the Executive Office.

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 and Resume are required for consideration. Applications submitted without all material will not be considered.

The recruitment for this position is open to all qualified candidates. This recruitment may be used to fill future vacancies.

Union Status: This position is represented by Local 117: IT Managers and Supervisors
(For internal use only: Classification: IT Manager - 7341300)