IT Manager (Special Duty)

Full Job Description

We are pleased to announce an IT Manager Special Duty opportunity with King County Department of Information Technology (KCIT)!

This position is open to current internal KCIT employees only as a Special Duty opportunity.

Special Duties are only available to career service employees who have passed their initial probation period.

It is important to note that you must get approval from your current supervisor/manager to accept a Special Duty assignment.

We encourage you to discuss this with your current supervisor/manager before applying.

KCIT Customer Support Services (CSS) division is seeking an experienced and collaborative leader to manage a team that delivers high quality customer support services across the organization.

This manager will oversee daily operations, lead support analysts and technicians, and ensure customers receive timely, effective, and professional assistance.

The successful candidate will champion continuous improvement, promote service excellence, and guide the team in supporting a wide range of customer needs.

They will help establish standards, develop processes, and collaborate closely with internal partners to enhance service delivery.

This role requires strong leadership, communication skills, and the ability to navigate complex organizational environments.

As a member of the Customer Support Services 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.

About King County Department of Information Technology (KCIT)

King County is committed to being the best-run government in the nation, and King County Information Technology (KCIT) is helping lead that transformation.

KCIT harnesses the power of technology to modernize operations, advance digital equity and social justice, and deliver innovative solutions that engage, empower, and serve our residents, businesses, and community partners.

Recognized by the National Association of Counties (NACo) for excellence in vision, strategy, innovation, and collaboration, KCIT is focused on delivering smart, secure, and customer-centered technology services that strengthen county operations and support thriving, resilient communities.

As the technology business partner to all 18 County departments, KCIT provides the foundational systems and services that power many of the region’s most essential functions.

We work side-by-side with our partners to design and deliver technology solutions that enhance customer experience and advance King County’s mission.

Learn more about KCIT at: http://kingcounty.gov/depts/it.aspx.

Requirements

• Lead technical staff, assign work programs, set performance expectations, track performance measures, contribute to performance evaluations, provide coaching, feedback, and manage daily operational needs.
  
• Oversee day to day operations of customer support services to ensure consistent, high quality service delivery.
  
• Develop, maintain, and implement standards, policies, and procedures that improve customer support operations.
  
• Manage service tools, workflows, and processes to ensure operational efficiency and effectiveness.
  
• Partner with other technical and business teams to plan, coordinate, and deliver support for organizational initiatives and projects.
  
• Support incident response activities, problem management efforts, and escalation handling to minimize service disruptions.
  
• Promote continuous improvement and contribute to developing long term strategies for customer support services.
  
• Ensure compliance with organizational policies, security requirements, and service management best practices.
  
• Foster strong relationships with customers, stakeholders, and cross functional teams.
  
• Other duties as assigned.

Qualifications

• Experience managing and or leading technical staff, developing and executing work programs, setting performance expectations, developing performance measures, providing coaching and feedback.
• At least 3 years combined experience in customer support environments, including service desk, technical support, or other customer facing technology services.
• Experienced with enterprise support concepts including SCCM, Remote Connections, Active Directory, VPN, Mobile Device Support, Microsoft Office, current Windows Operating Systems.
• Solid working knowledge of current IT technologies across a wide variety of areas.
• At least 3 years of demonstrated experience using recent Microsoft Operating Systems and Microsoft Office Suites (E.g. Win 10, Office 2016, 365)
• Basic knowledge and experience implementing and utilizing Agile and familiarity with SAFe
• Experience with Microsoft Teams
• Knowledge of cloud based technologies such as OneDrive, SharePoint, etc
• Experience working with an IT service management tool; specific knowledge of Cherwell preferred
• Ability to deal tactfully with vendors, suppliers, and contractors who provide a broad spectrum of products and services.
• Experience at working both independently and in a team-oriented, collaborative environment is essential.
• Strong attention to detail.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Ability to comprehend, interpret, and comply with county policies and procedures.
• Strong troubleshooting, analytical and problem-solving skills
• Ability to establish and maintain exceptional customer relationships
• Skill in collaborating effectively with management, peers, other KCIT service teams and customers
• Skill in building consensus and coming to a resolution among a diverse group of individuals with conflicting viewpoints
• Demonstrated positive attitude towards peers and leadership, learns from mistakes, seeks feedback, is open to criticism, and is easily coachable
• Ability to communicate orally or in writing; including the ability to communicate complex technical information to a non-technical audience
• Skill in handling multiple competing priorities
• Understanding of Equity and Social Justice principles

Additional qualifications that are highly desired

• Bachelor’s degree in Business, Computer Science, or related fields
• Understanding of ITIL (Information Technology Infrastructure Library) process
• Familiarity with Scaled Agile Framework for Enterprises

Additional Information

Hybrid Work: KCIT works in a hybrid model, with days in the office as well as telecommuting. The ratio of remote to onsite work will be dependent on business needs and is subject to change. The primary onsite location is the Chinoook Building, 401 5th Ave, Seattle, WA 98104. This position and future vacancies may also report to King Street Center, 201 S Jackson St, Seattle, WA 98104.

Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

King County has a robust collection of tools and resources to support working remotely.

The individual selected for this opportunity will join an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment.

Employees will be provided with a County-issued laptop and must maintain a home workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours.

Work Schedule: The normal workweek for this position is Monday through Friday, 8:00 a.m. to 5:00 p.m. This position will rotate in the CSS Leader on-call rotation for escalations.

FLSA Status: This position is FLSA Exempt and is not eligible for overtime pay

Duration: This Special Duty Assignment is estimated for 12 months.

Classification: IT Manager - 740301

Union: This position is represented by L117-IT Managers & Supervisors

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.

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.

Are you ready to APPLY?
This position is open to internal King County Department of Information Technology employees only as a Special Duty Opportunity. This recruitment may be used to fill future vacancies.

Required Application Materials:

• Please click the apply button to complete an online applicant profile
• Attach a resume including all relevant experience
• Attach a cover letter detailing how you are an excellent fit for this position

For more information, please contact Shannon Hoeper @ shoeper@kingcounty.gov or 206-263-6957.